Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. This has been a major communication touchpoint, as has some of the standard plays like the Intranet, email blasts, etc. The Capabilities.

Travel 204

Travel Hotels 2010 Customer Journey 204

GetFeedback

JANUARY 27, 2020

Evolve company culture and boost employee morale. . While these vary from company to company, there are five typical areas where VoC programs face challenges along the way: Culture: Companies that are not customer-centric, or don’t put the customer first, are often reluctant to invest in VoC programs. Let’s take an example.

Feedback 221

Feedback Metrics Customer Journey Mapping ROI 221

Thematic

APRIL 1, 2025

Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? A typical customer journey looks like this: Under each phase, list touchpoints (e.g., A strong customer insights strategy clearly turns feedback into actions on your product roadmap.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business.

Feedback 195

Feedback Social Media B2C 2024 195

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. Whether you are a small cupcake shop or a multi-billion dollar business, thinking about the specific touchpoint of receiving feedback and making the most of it should be on your agenda.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Thematic

MARCH 30, 2025

It also helps everyone understand the customer journey from start to finish, improving the customer experience across all touchpoints. Foster a Customer-Centric Culture Best practices and tools won’t stick if your company culture doesn’t truly value customer feedback. ") to those who experienced the update.

Feedback 62

Feedback Customer Centricity Culture Customers 62

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. They need conversational analytics or customer review analysis to help track, analyze, and personalize interactions seamlessly across all touchpoints.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

InMoment XI

OCTOBER 10, 2023

These metrics delve deep, capturing the nuances of every touchpoint, from the initial inquiry to post-purchase survey. Another pivotal aspect of data-informed decision-making is its ability to foster a culture of continuous improvement.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Retently

MARCH 10, 2022

So, it’s up to you to be one step ahead and predict their actions, analyze customer satisfaction and make feedback an indispensable part of your product roadmap. . Create a customer-centric culture. Your Secret Weapon: a Culture of Customer Success. Adopt automated dunning solutions to combat involuntary churn.

E-support 147

E-support Poor Customer Service Customer Success Customers 147

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer Centricity Customer centricity refers to customer-oriented culture in the company.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Call Experts

OCTOBER 5, 2023

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Some businesses prefer contact centers in regions with a similar time zone to ensure seamless 24/7 support and cultural alignment.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. Conduct a culture assessment, as well. You need a strategy.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

SurveySensum

JULY 11, 2023

It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand. Consistency Across All Touchpoints Yes, the secret sauce that ties everything together is – CONSISTENCY. Customer Experience is the overall impression a brand creates in the minds and hearts of its customers.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Totango

AUGUST 29, 2019

Keep detailed records of every customer touchpoint and make them available to all your team members. Here are some excellent customer retention optimization strategies to leverage: Implement a Customer-Centric Culture. Don’t just think about retention when renewal rolls around; this should be a continuous effort. .

Customer Retention 88

Customer Retention Customer Journey Customer Centricity Customers 88

Maru Group

FEBRUARY 25, 2021

Great CX programs shape the roadmap to deliver better experiences. Yet most programs are focused exclusively on metrics which summarize how the customer rationally thinks about a touchpoint post the experience. And does the touchpoint experience deliver the same emotional wrapper they expect from the brand?

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 52

Maru Group

FEBRUARY 25, 2021

Great CX programs shape the roadmap to deliver better experiences. Yet most programs are focused exclusively on metrics which summarize how the customer rationally thinks about a touchpoint post the experience. And does the touchpoint experience deliver the same emotional wrapper they expect from the brand?

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 52

customer sure

MARCH 18, 2024

Therefore, your priorities are: A “ closed loop ” process to recover customer service issues in real time ; Maximising the quality of customer feedback across all touchpoints; Understanding trends from feedback to prioritise actions for continous improvement One non-objective is quantity of feedback. Which questions will you ask?

Touchpoint 62

Touchpoint Return on Investment Competitive Advantage Feedback 62

CX Journey

MAY 5, 2015

Messaging around organization and governance: Engage Hearts: executive and employee buy-in Inform Minds: change how we think about the customer Move Our Feet: take action They use journey mapping (they are a Touchpoint Dashboard client) and MOT (moment of truth) mapping (to gain alignment and to facilitate design thinking) and analysis.

Customer Experience 68

Customer Experience Government Events Presentation 68

CSM Magazine

SEPTEMBER 20, 2021

Foster a company culture where everyone works, keeping the result in mind – happy customers! Generally, businesses interact with the customers on standalone touchpoints in their journeys such as: First purchase. When your teams work together, both your reps and customers benefit from it. First visit. Subscription.

Social Media 98

Social Media Seminar Customers Customer Service 98

Hero Digital

NOVEMBER 26, 2018

Artificial intelligence (AI) in pop culture often imagines a futuristic world in which every car is self-driving and every home has a robot butler. Develop an Achievable CX Roadmap. Due to legacy practices and cultural obstacles within organizations, progress toward the integration of data and technology is often incremental at best.

Multi-Channel 46

Multi-Channel Roadmap Touchpoint Return on Investment 46

CSM Magazine

JUNE 25, 2024

With this new investment, we are committed to accelerating our AI roadmap and redefining the client portal experience,” adding, “We have equipped ourselves to handle the challenges of rapid growth, and continue delivering exceptional value to our clients.” We are excited to reinforce our commitment to them.”

Sales 52

Sales Roadmap 2024 2015 52

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journey Mapping 52

Customer Journey Mapping Customer Centricity Touchpoint Customer Journey 52

Optimove

JANUARY 3, 2024

Develop Unified Customer Profiles Create comprehensive, unified customer profiles that bring together data from various touchpoints. Cultivate Continuous Learning Encourage a culture of continuous learning within your marketing team. All marketing should start with the customer. 

2025 59

2025 Marketing 2024 Customer Centricity 59

SurveySensum

MARCH 12, 2025

With cross-tabulation, they can break down engagement, satisfaction, and workplace culture data by: Department: Identifying which teams struggle with morale or productivity. HR Managers and Leaders HR departments must act on employee comments they receive, not only gather them. Tenure: Understanding how job satisfaction shifts over time.

Airlines 52

Airlines Net Promoter Score Travel Customer Satisfaction 52

Chattermill

JUNE 3, 2019

Your customer experience data needs to be actionable enough to change engineering and product roadmaps across an organisation. Today, touchpoints—and data sources—have multiplied exponentially to include mobile apps, call centers, kiosks, all kinds of social media, and pretty much anytime anyone ever interacts with a screen.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Hero Digital

OCTOBER 16, 2018

Our CX Maturity Model is a framework that helps to assess your current organizational approach and provide an achievable roadmap for moving forward. At the organizational level, departments collaborate to execute against a defined CX roadmap, and plans exist for governance and training in personalization. Level 1: Developing.

Customer Experience 41

Customer Experience Multi-Channel Roadmap Government 41

Call Experts

APRIL 8, 2024

Ultimately, it describes every touchpoint and interaction, from the initial discovery of the brand to the purchase and beyond. By addressing these gaps and ensuring a consistent experience across all touchpoints, businesses can create a positive and cohesive journey that strengthens customer relationships and encourages repeat business.

Contact Center 52

Contact Center Customer Journey Call Center Customer Centricity 52

Call Experts

JULY 13, 2023

Ultimately, it describes every touchpoint and interaction, from the initial discovery of the brand to the purchase and beyond. By addressing these gaps and ensuring a consistent experience across all touchpoints, businesses can create a positive and cohesive journey that strengthens customer relationships and encourages repeat business.

Contact Center 52

Contact Center Customer Journey Call Center Customer Centricity 52

SurveySparrow

AUGUST 30, 2023

Practical Techniques Gain access to practical techniques and tools that can be implemented across various touchpoints. By weaving together captivating anecdotes, thorough research, and actionable insights, the book offers a roadmap for nurturing a mindset of curiosity and adaptability.

Books 52

Books Customer Experience Roadmap Loyalty 52

ChurnZero

SEPTEMBER 25, 2020

In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment. As for the cadence of these touchpoints, Product shouldn’t settle for having customer conversations only once or twice a year. But first, let’s talk about the fences. Put on Your Product Hat.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

Retently

MARCH 18, 2024

Essentially, customer service surveys provide businesses with a roadmap to align their services with customer needs and expectations, thereby driving business growth. Accessibility-usability questions These types of questions in service surveys focus on evaluating the customer’s ease of access and interaction with various service touchpoints.

Customer Service 120

Customer Service Net Promoter Score Customer Service Representative NPS 120

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. At this touchpoint in the customer journey, SaaS businesses have the opportunity to not only prove the value of their offer but also build a strong customer relationship.

Customer Journey 134

Customer Journey NPS Demo Customer Satisfaction 134

Lumoa

JANUARY 19, 2023

And it will make it easier to build strong relationships and a strong culture of customer centricity. Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. Where do they hang out?

Customer Experience 88

Customer Experience Net Promoter Score Metrics NPS 88