C3Centricity

APRIL 19, 2025

There can be no doubt that today’s buyers have evolved into sophisticated decision-makers who demand more than just quality products to achieve consumer loyalty. Yet many mid-sized CPG companies remain trapped in a cycle of reactionconstantly trying to catch up to consumer expectations rather than anticipating and shaping them.

Consumers 62

Consumers Loyalty Brands 2025 62

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. It helps you attract new clients.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

DECEMBER 9, 2024

Aligning experiences with these principles fosters loyalty. The goal: anticipate needs, foster emotional connections, and make every touchpoint memorable. Check out our 2025 Consumer Trends Report for deeper insights and practical guidance on navigating the future of customer experience. Want to learn more?

2024 195

2024 2025 Download Roadmap 195

InMoment XI

OCTOBER 30, 2024

Here are a few key reasons why it’s important for companies to embrace a customer-centric approach: It enhances customer retention and loyalty. It improves customer satisfaction across all touchpoints. By leveraging digital solutions and user-friendly interfaces, insurers can enhance customer satisfaction at every touchpoint.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

MAY 31, 2022

Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings, and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they need at any given stage of their journey. Plot Touchpoints. So start there.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

OCTOBER 10, 2024

Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. Social media management is important because social media is one of the main ways that consumers interact with your brand. Why is Social Media Management Important?

Social Media 195

Social Media Management 2024 Multi-Channel 195

InMoment XI

JULY 5, 2022

As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting. Want to learn about how the approach we laid out above has helped InMoment clients to gain a reputation for excellent experiences and drive loyalty?

Guest Experience 370

Guest Experience Brands Multi-Channel Touchpoint 370

InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

InMoment XI

FEBRUARY 3, 2022

That’s why we put a magnifying glass over these emerging consumers and employees in our recent 2022 Experience Trends report , to give you the intelligence you need to create a positive impact with Gen Z, whether you’re trying to convince them to become loyal customers or recruit them to be engaged employees.

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

NOVEMBER 16, 2023

Macro-Environmental Insights The workshop started by contextualising businesses within macro-economic and social environments, considering factors like inflation, evolving consumer behaviours, and societal habits. Participants delved into specific customer touchpoints, such as the ‘Fitting Room’ and ‘Coffee Shop’ experiences.

Workshop 447

Workshop 2023 Healthcare Travel 447

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Great customer experiences foster loyalty. Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

DECEMBER 7, 2022

In the past couple of decades, it has become more clear that consumers are after more than just the “product” they purchase. Mapping this journey starts with the organization’s knowledge of its key customer touchpoints. Next, customers provide feedback and further input to pinpoints those touchpoints most important to them.

Customer Experience 370

Customer Experience Call Center Touchpoint Measurement 370

CloudCherry

DECEMBER 20, 2017

However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. resorting to 4 touchpoints.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 81% of consumers are prepared to pay more for a better customer experience! 92% of customers feel a poor service experience decreases their loyalty. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

InMoment XI

AUGUST 3, 2023

Moreover, unstructured data analytics offers a holistic view of the customer journey , capturing the entire spectrum of interactions across various touchpoints. This 360-degree understanding enables organizations to identify critical moments of truth that significantly impact customer satisfaction and customer loyalty.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? Salesforce research says consumers like us belong to 4.3 loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Retail 110

Retail NPS Touchpoint Feedback 110

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground. In response, Schindler developed a more comprehensive CX approach.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

MAY 3, 2022

And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers. So think about the different touchpoints that pose potential for valuable CX data. So how do you collect the most valuable feedback from your customers?

Insurance 370

Insurance Return on Investment Voice of Customer ROI 370

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. Seamless Omnichannel Experience: Ensure a seamless experience across all customer touchpoints, whether online or offline.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

InMoment XI

OCTOBER 25, 2024

It boosts customer trust and loyalty. This is because platforms like Facebook and Instagram host a ton of content from influencers and regular consumers alike. It’s important to deliver a consistently positive customer experience across all touchpoints. Restaurant Consumer Trends Report ( [link] ). References WOWAPPS.

Feedback 195

Feedback Management Social Media 2024 195

eglobalis

OCTOBER 1, 2024

This encourages both departments to work together to enhance customer loyalty, understanding that improved retention directly impacts revenue. By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. High-value customers might benefit from loyalty rewards or exclusive access to new features. The resulting customer loyalty is key to stronger relationships and business growth.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Is there a specific journey or group of touchpoints you want to address? Now that your goals have been defined and communicated, you can dive into specific touchpoints along the way.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! And the results that go with them!)

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

NOVEMBER 13, 2024

In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Why it Matters: According to McKinsey , 71% of consumers expect personalized experiences , and 76% feel frustrated when brands don’t deliver. Let’s dive in!

Retail 145

Retail Social Media Technology Brands 145

GetFeedback

SEPTEMBER 13, 2018

It also avoids customers spreading bad press, making it more difficult to get more new customers in the future: 95% of consumers have taken action as a result of a bad experience. And of those consumers, 85% wanted to warn others about doing business with the company. 63% of consumers read negative reviews via social media.

Net Promoter Score 247

Net Promoter Score Customer Journey Mapping NPS Customer Journey 247

GetFeedback

MAY 9, 2019

We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Identify the key drivers (interactions, customer journey touchpoints, etc.)

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Experience Investigators by 360Connext

FEBRUARY 25, 2015

When we ask our clients a question like “ What are your touchpoints ?” Checking off “web site” as a touchpoint is part of the process, but it’s better to dig into the specifics of what that means. ” we get a lengthy list of the many places where customers and company interact.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

InMoment XI

SEPTEMBER 17, 2024

Did you know that 38% of Millennials and 39% of Gen Z consumers reported that they are most likely to give up solving a problem with a product or service if they cannot find a solution themselves? The customer journey is so important because it is the foundation on which customer acquisition and customer loyalty are built.

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

InMoment XI

JANUARY 17, 2024

By understanding and anticipating the needs and preferences of your guests, you make them feel valued and ensure that every touchpoint in their journey contributes to positive and enjoyable experiences. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

ShepHyken

JANUARY 5, 2025

Rethinking Retail Returns by Ellie Crawford (Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. Crafting a Successful Customer Loyalty Campaign by Denis Hure (Reward the World) Customer loyalty is the backbone of sustainable business growth.

2025 70

2025 Article Customer Service Loyalty Programs 70