InMoment XI

JANUARY 9, 2024

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

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Metrics 325

Metrics Customer Success 2024 2023 325

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

NOVEMBER 12, 2014

In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer. A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Workshop 259

Experience Investigators by 360Connext

DECEMBER 17, 2014

Encourage everyone to send hand-written cards to whomever they’d like – customers, prospects, employees, vendors, etc. Tackle those trickiest touchpoints in 2015. There are places in the customer journey you know aren’t working. Bookmark this blog and subscribe to the Crack The Customer Code podcast !

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 297

B2B Customer Experience Customer Centricity Omnichannel 297

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. 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.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

MAY 20, 2015

They are the ones who are willing to invest in long-term loyalty for even longer-term business success. Contact us to start a living customer journey map. Touchpoint Inventory. They know what is happening on the highways of their customer journey map, but really don’t know what happens on those side roads.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

FEBRUARY 25, 2015

When we ask our clients a question like “ What are your touchpoints ?” ” we get a lengthy list of the many places where customers and company interact. 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.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

Oracle

APRIL 3, 2019

Enter customer engagement marketing (CEM). Customer engagement marketing happens when a company uses personalized messaging to move their audience through a sales cycle — changing a lead into a customer and nurturing current customers to become more brand loyal. ” Engaging customers improves CX.

Customer Engagement 99

Customer Engagement CEM Engagement Marketing 99

InMoment XI

JULY 23, 2024

When done perfectly, a holistic ecommerce customer experience approach ensures your customers have a seamless and positive experience at every touchpoint. Having a good or even a bad e-commerce customer experience can significantly impact your bottom line. What Happens if You Have a Bad E-commerce Customer Experience?

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

InMoment XI

NOVEMBER 18, 2024

Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth. It sheds light on preferred products, purchasing frequency, and typical customer journeys.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

Ecrion

SEPTEMBER 3, 2020

How to Boost Digital Customer Engagement | Measuring Digital Customer Engagement. Customer engagement has always been a key element of any business marketing strategy. However, the digital age has made it easier and more important to engage with customers in positive ways. Newsletters.

Customer Engagement 98

Customer Engagement Engagement Social Media Touchpoint 98

InMoment XI

FEBRUARY 14, 2024

What is Omnichannel Customer Experience? Omnichannel customer experience refers to providing a seamless and integrated experience for customers across multiple channels or touchpoints. Omnichannel strategies prioritize seamless integration and consistency across all customer touchpoints.

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer service happens when a customer has a problem. Customer experience is proactive. It’s design and evaluation and improvement and every single piece of the touchpoint puzzle. Want to know more about social customer service? Join me and others for WOMMA’s Social Customer Program.).

Customer Experience 289

Customer Experience Social Media 2014 Events 289

InMoment XI

OCTOBER 4, 2024

Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

ProProfs Chat

MARCH 13, 2020

As a result, companies are adopting a customer-centric approach to find out what customers like and what they don’t. Buyers today expect to have multiple touchpoints with the retailer. Omnichannel customer experience is the outcome of customer-centricity. So, what is omnichannel customer engagement? .

Omnichannel 110

Omnichannel Customer Engagement Engagement E Commerce 110

Experience Investigators by 360Connext

MAY 19, 2015

After several years of seeing these types of mistakes, we developed a way to track individual touchpoints that doesn’t require software or designers. What success have you seen with customer journey mapping? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journey Mapping 234

Customer Journey Mapping Customer Journey Workshop Social Media 234

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

CSM Magazine

JULY 13, 2022

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. Imagine this.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

InMoment XI

OCTOBER 12, 2023

By integrating multiple communication channels into a unified system, businesses can significantly enhance the customer experience We have outlined four benefits that omnichannel contact center solutions will have on your business. This consistency helps to reinforce brand loyalty and trust. Let’s dive in!

Contact Center 195

Contact Center Omnichannel Customer Experience Social Media 195

Totango

MARCH 29, 2022

Building and maintaining each unique customer journey can be a complex task — often with teams needing to understand how each customer communicates, what their needs are, and how best to move forward with individual customer engagement efforts. Allow Automation to Scale Customer Engagements.

Customer Engagement 98

Customer Engagement Engagement Customer Journey NPS 98

CloudCherry

MARCH 19, 2019

While these metrics can help CX and marketing teams tell descriptive stories about the state of the customer’s experience, they aren’t credible when it comes to making business decisions. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. Don’t delay the process.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. Hence, if you start with the EX, you will improve your customer experience. NPS, CSAT, CES, etc.)?How

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Alida

FEBRUARY 1, 2017

In a world abundant with choice, how can companies win the long-term loyalty of customers? The study, called Wantedness, reveals eye-opening insight on what it takes to attract and retain customers. That’s why, when harnessing customer intelligence, brands must think beyond behaviors and preferences.

E-support 159

E-support Competitive Advantage Touchpoint Consumers 159

InMoment XI

APRIL 3, 2024

Digital experience (also called digital customer experience or abbreviated as DX ) is an extension of traditional customer experience. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

AUGUST 23, 2023

Customer experience transformation refers to the strategic and holistic process by which a business fundamentally reimagines and reshapes its entire approach to interacting with customers across various touchpoints and throughout the customer journey.

Customer Experience 195

Customer Experience Omnichannel Innovation Loyalty 195

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. All employees have the responsibility of providing customer value.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Schedule a Touchpoint Discovery Workshop or let our Customer Experience Investigation™ team micromap the journey. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Let us know! Image credit: docbaty via Creative Commons license.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success.

Customer Experience 195

Customer Experience ROI Customer Centricity Omnichannel 195

Second to None

AUGUST 9, 2019

When recognized and implemented effectively , the emotional factor yields increased customer loyalty and advocacy over the duration of the customer lifetime. In recent years, as the concept of customer experience has gained more relevance, research has exemplified the compelling influence of customer emotion.

Loyalty 83

Loyalty Touchpoint Voice of Customer Brands 83

delighted

SEPTEMBER 21, 2021

Whether your business is a startup or in growth or scale mode, attracting, engaging, and delighting your ideal audience is key to not only surviving, but thriving. 80% of future profits come from 20% of current customers. The inbound methodology and customer engagement. Why should you care about customer engagement?

Customer Engagement 85

Customer Engagement Engagement Net Promoter Score NPS 85

Optimove

JULY 30, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: In this blog, marketers can gain insights on how AI enables brands to offer relevant, seamless, and personalized experiences across all touchpoints, which can help drive loyalty and optimize customer lifetime value.

Customer Engagement 64

Customer Engagement Engagement Multi-Channel Touchpoint 64

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

Proactively supporting your customer’s goals (like caring for a puppy) versus selling items fulfills a need your customer has AND drives sales of those very products. Work with your content strategy to align with your customer’s overall experience, not just the specific touchpoint or transaction. .

Customer Journey 373

Customer Journey Reference Customer Journey Mapping Brands 373

InMoment XI

OCTOBER 8, 2024

What is Customer Experience Improvement? Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

SurveySensum

AUGUST 19, 2024

This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. This interaction at this touchpoint in Mike’s customer journey prompted him to become a customer from just a mere visitor. What are Customer Touchpoints?

Touchpoint 52

Touchpoint Social Media Customer Journey Feedback 52

Experience Investigators by 360Connext

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Letting customers call the shots. Michaels put some real thought into this- not as an exit point, but as an important customer touchpoint.

Brands 266

Brands 2013 2014 Retail 266