Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

InMoment XI

OCTOBER 10, 2024

Customer Loyalty Through continued business social media management, you will increase your customer loyalty and build a customer base that is actively engaged with your business. The majority of businesses that have been utilizing social media for more than one year agreed that it has improved their customer loyalty.

Social Media 195

Social Media Management 2024 Multi-Channel 195

InMoment XI

NOVEMBER 15, 2022

A CSAT score is a commonly used customer experience (CX) metric that helps a company build a relationship of trust and understanding with its customers. A successful organization knows that a key element of success is a loyal foundation built within its customer base. How Do You Calculate and Measure a CSAT Score?

Net Promoter Score 195

Net Promoter Score Effort Score Customer Satisfaction NPS 195

Optimove

MARCH 6, 2025

By leveraging predictive analytics, brands are powered to deliver tailored product recommendations, content, and offers at scalealigned with each customers preferences and customer journey stage. Engaging customers with hyper-relevant messaging at the right moment, on their preferred channel, maximizes growth and loyalty. #2.

Retail 59

Retail Loyalty Loyalty Programs Omnichannel 59

Retently

MARCH 17, 2025

A good CX report pulls data from multiple sources to give a full 360 view of your customer interactions. Different aspects of the customer journey require different tools, from helpdesk performance to returns, subscription management, and post-purchase experience. Where Does the Data Come From? Hint: More Than Just Tickets!)

Insights 90

Insights NPS Metrics Customer Satisfaction 90

InMoment XI

JULY 1, 2024

Predictive analytics is a category of data analytics and the process of using data, statistical algorithms, AI, and machine learning techniques to identify the likelihood of future outcomes based on historical data. Put simply: it involves analyzing current and historical data to make predictions about future events or trends.

Social Media 195

Social Media Healthcare Retail Insights 195

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Treat the Customer Journey as a Product.

Customer Journey 102

Customer Journey Touchpoint Customer Success NPS 102

SurveySparrow

JUNE 27, 2023

Understanding customers can be tricky, but customer journey analytics tools are here to help. They show you how customers interact with your business. This blog is about the ten best tools you can use in 2023 to improve your customer experiences. What is Customer Journey Analytics?

Customer Journey 52

Customer Journey 2023 Multi-Channel Touchpoint 52

InMoment XI

JANUARY 30, 2024

You don’t want a partner who can only do surveys or contact center optimization, you want a partner who will give you an end-to-end look into the customer journey. What Percentage of Your Total Customer Base Relies on You for Enterprise CX Programs? That is why Integrated CX is so important.

Customer Experience Management 221

Customer Experience Management Customer Experience Management Roadmap 221

Kitewheel

MAY 8, 2019

From catchy jingles in holiday sales events to product placement in TV shows , and well as those high-priced sports campaigns, there is simply no shortage of content and messaging from automotive dealers. The automotive industry is one where customer journeys can have a dramatic impact. Getting In Gear: Journey Discovery.

Automotive 45

Automotive Customer Journey Sports Sales 45

SurveySensum

OCTOBER 31, 2024

Why is Digital Customer Engagement Important? Boosts Business Growth and Profit A 5% increase in customer retention can result in a 25% increase in profit and the Pareto Principle states that 80% of your profit comes from 20% of your customer base. Let’s discover.

Customer Engagement 52

Customer Engagement Engagement 2024 Social Media 52

InMoment XI

NOVEMBER 15, 2023

Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Increasing Customer Retention : Enhanced customer experiences result in increased loyalty and retention, directly impacting revenue by reducing customer churn.

Insights 243

Insights E Commerce Customer Experience E-support 243

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Hand-picked related content: How to reduce churn using customer journey analytics ].

Customer Retention 110

Customer Retention Loyalty Programs Customer Journey Loyalty 110

Interactions

MARCH 19, 2020

We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. . Event managers are canceling and postponing events. Empathy never goes out of style.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

Totango

JUNE 30, 2020

Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers. And make sure you deeply understand your customer base, what they want and what they need, at this time. .

Communication 127

Communication Webinar Metrics Customer Retention 127

SurveySensum

JANUARY 26, 2024

The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey? So let’s deep dive into different stages of the customer journey.

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

SurveySensum

MARCH 21, 2025

By leveraging NPS tools that integrate with HubSpot, you can: Automate survey distribution : Send NPS surveys at key touchpoints in the customer journey. Segment customers based on NPS scores : Identify promoters, passives, and detractors in your HubSpot CRM. Send HubSpot poll responses as events and contact properties.

NPS 52

NPS 2024 2025 Demo 52

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be. Focus Your Resources on What Matters.

Customer Success 108

Customer Success Customer Relationships Communication Customer Retention 108

InMoment XI

MARCH 25, 2024

Predictive analytics is a category of data analytics and the process of using data, statistical algorithms, AI, and machine learning techniques to identify the likelihood of future outcomes based on historical data. Put simply: it involves analyzing current and historical data to make predictions about future events or trends.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm.

Customer Service 117

Customer Service E Commerce Effort Score E-support 117

Totango

JULY 5, 2022

As a customer success leader, it’s important to ensure resources are focused on delivering value and creating exceptional customer experiences, while also keenly identifying any potential opportunities for revenue and expansion. So, how do you do this?

Customer Success 104

Customer Success Net Promoter Score Events Customer Relationships 104

Optimove

MARCH 19, 2025

From Peak to Profit: CRM Strategies for Big Events This session covered how brands can maximize revenue during high-traffic events like Black Friday and the Super Bowl, ensuring long-term customer retention. Day 2 will dive deeper into AI-powered marketing, customer journey orchestration, and more game-changing innovations.

Connections 52

Connections Marketing 2025 Banking 52

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Tutorials.

Customer Success 112

Customer Success Management Net Promoter Score NPS 112

Totango

NOVEMBER 21, 2019

Identifying the promoters, neutrals, and detractors among your customer base is a powerful tool. . Once you have NPS scores for your customers, you must consider that data in context in order to get a clear idea of what to do next. You can also break customers out into NPS segments to identify trends. Measure Results.

Customer Satisfaction 93

Customer Satisfaction NPS Metrics Net Promoter Score 93

BirdEye

JULY 5, 2023

Relationship marketing is the strategy of cultivating meaningful relationships with customers to ensure long-term satisfaction and brand loyalty. This strategy uses online and offline communication channels for your business to build stronger relationships with your customer base. Why does relationship marketing work?

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. A positive SaaS customer experience involves: Seamless onboarding Responsive support Personalized interactions Consistent value delivery , throughout the customer journey.

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. .

Financial 90

Financial Customer Base Leadership Events 90

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Customer engagement can occur at any point in your customer journey where clients interact with your brand – before or after purchase. Six Winning Strategies.

Customer Engagement 103

Customer Engagement Engagement Net Promoter Score Metrics 103

Totango

JULY 19, 2022

However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey. Gather the business intelligence (BI) you need to truly understand the customer experience. Set up automated actions to respond to key events.

Customer Relationships 96

Customer Relationships Customer Success Events Sales 96

Hallmark Business Connections

FEBRUARY 23, 2021

With all the digital marketing channels now available, direct mail has fallen out of favor with a number of marketers—an unfortunate turn of events for brands. To affect the entire customer journey, direct mail marketing still ranks as one of the most cost-effective means of engaging with a target audience.

Marketing 91

Marketing E Commerce Omnichannel E-support 91

Chattermill

JULY 15, 2018

The Best Customer Experience (CX) Events You Can Still Go To This Year. Customer Experience. The best customer experience events you can still go to in 2018. Top CX Events You Can Still Go To This Year. Customer Experience Innovation & Tech Fest. One of the premiere CX events on the U.S.

Events 40

Events Customer Experience 2018 B2B 40

Optimove

FEBRUARY 12, 2025

Tailoring messages and promotions to each customer segment ensures every shopper receives highly relevant and personal offers that drive retention and loyalty. Examples: Create a Holiday One-Time Shopper segment and target these customers with exclusive offers at key moments based on the point they are at in their customer journey.

Customer Retention 52

Customer Retention Loyalty Programs Download Loyalty 52

Alida

NOVEMBER 23, 2018

Vision Critical recently hosted an Agile CX lunch event in the city of Melbourne. During the afternoon gathering, Ian Jackman, Head of Data Enablement captured the audience to speak about his journey of establishing the true voice of the customer at Bendigo Bank.

Brands 113

Brands Banking Metrics Insights 113

Totango

JULY 22, 2022

At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC.

Communication 107

Communication NPS Metrics Engagement 107

Eptica

AUGUST 28, 2015

The customer journey spans multiple channels and departments and consumers are much less forgiving of a poor experience or service. Indeed, as customer experience strategist and author Martin Hill-Wilson points out, “ the impact of digital puts us all into a state of perpetual beta. This change is constant and continuous.

Social Media 92

Social Media 2015 Contact Center Hotels 92

BirdEye

AUGUST 24, 2023

But you may not have heard all the reasons that make chasing after new customers so costly. You have to cast a wide net to attract new customers. Google ads, trade shows, and local events add up. And the scope of traditional marketing makes it difficult to target the ideal customer effectively.

Marketing 98

Marketing Customer Retention Loyalty Customer Centricity 98

Retently

JULY 8, 2024

It’s like keeping the pulse of your customer base at all times. Period-Based Surveys : Instead of always-on surveys, this approach collects NPS data at specific intervals, giving a snapshot of customer sentiment at set points in time. The most common event for all businesses are post-support surveys.

Touchpoint 78

Touchpoint NPS Net Promoter Score Feedback 78