Retently

JANUARY 13, 2025

Whether you want a sleek one-question format or a more detailed follow-up, the ability to tailor your surveys ensures they feel natural and engaging to your customers. Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

delighted

NOVEMBER 30, 2021

These micro-experiences are called customer touchpoints, and they play a crucial role in fostering customer satisfaction, including trust and loyalty. What are customer touchpoints? What are customer touchpoints? Why is it important to understand customer touchpoints? Let’s dig in.

Touchpoint 87

Touchpoint Net Promoter Score Customer Journey Mapping Social Media 87

Win the Customer

NOVEMBER 29, 2024

Customer Journey Mapping is a visual representation of the steps a customer takes to achieve a goal, from initial awareness to post-purchase satisfaction. It involves mapping out every touchpoint a customer encounters, both online and offline. Usage: How do customers use your product or service?

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

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. Taking the importance of collecting customer feedback out of the way, where do we start?

Retail 109

Retail NPS Touchpoint Feedback 109

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. To get the full picture, you also need to understand actual customer behavior.

NPS 26

NPS Customer Insights Insights Net Promoter Score 26

InMoment XI

JANUARY 4, 2024

In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience? At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement.

Retail 195

Retail Customer Experience Social Media NPS 195

Optimove

NOVEMBER 28, 2024

See the difference control groups make in this guide Download Now Why it Matters: The convergence of Black Friday and the NFL creates a rare opportunity for marketers to capitalize on heightened consumer engagement across two major events. In Summary Black Friday and the NFL are merging to create a day of unprecedented opportunity.

Sports 59

Sports Retail Multi-Channel Download 59

SurveySensum

MARCH 21, 2025

But without real-time customer feedback , how do you know if you’re truly delivering exceptional experiences? By leveraging NPS tools that integrate with HubSpot, you can: Automate survey distribution : Send NPS surveys at key touchpoints in the customer journey. Thats where NPS tools come in.

NPS 52

NPS 2024 2025 Demo 52

Retently

MARCH 17, 2025

Heres how they break down: Weekly Reports The Whats Happening Now Report Covers the latest ticket trends, response times, customer complaints, and quick wins. Helps teams react fast to emerging issues in different CX touchpoints (e.g., Tracks customer pain points in real-time. They track operational KPIs, not customer insights.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Customer Bliss

AUGUST 15, 2017

She is a regular speaker at CX events and conferences across Europe. You can think of the model as a snapshot, based on information from multiple touchpoints (this ties into her legal background), of where the customer journey is across different business models — and where it needs to arrive at.

Travel 204

Travel Hotels 2010 Customer Journey 204

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Pointillist

FEBRUARY 19, 2018

Salespeople, call center agents and employees in other customer-facing roles cannot be expected to understand a customer’s entire history and derive their own insights from it in real time. Automated systems cannot be hand-programmed with rules to handle every conceivable customer history. Data Unification.

Customer Experience 111

Customer Experience Touchpoint Customer Journey Multi-Channel 111

Experience Investigators by 360Connext

MAY 15, 2024

These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support. The team consolidated its many experience management functions into the Office of Transformation, which empowers employees with customer insights and data.

Customer Experience 143

Customer Experience Customer Journey Mapping Culture Customer Journey 143

InteractionMetrics

APRIL 10, 2025

Ideal for quick, on-the-go customer satisfaction feedback , especially after key actions (like a product purchase or feature use). Email surveys are most effective when tied to a specific event or personalized outreach. Perfect to measure customer satisfaction immediately after interactionsbut not ideal for complex survey questions.

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Feedback Metrics 40

InMoment XI

NOVEMBER 15, 2023

Increased Cross-Selling and Upselling Opportunities: Understanding customer preferences and behaviors enables businesses to identify opportunities for cross-selling and upselling. By tailoring product recommendations and promotions based on customer insights, companies can increase revenue from existing customers.

Insights 243

Insights E Commerce Customer Experience E-support 243

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. Insight needs to be fast.

2018 113

2018 Webinar Insights Customers 113

Natalie Petouhof

APRIL 4, 2016

Tweet After attending the SAP Hybris IOT/ CRM event, I was very impressed to see a vendor really connect the dots between commerce and customer service and customer experience. At the end of the day, if the customer experience is poor, customers will abandon shopping carts and revenue will suffer.

Events 40

Events 2016 B2C B2B 40

inQuba

MAY 23, 2022

More than ever, customers interact with organizations on journeys that cut across touchpoints, often managed by different functions. A journey-first focus will lead businesses to an understanding of the end-to-end customer journey rather than the isolated customer experiences of traditional CX. McKinsey & Co.

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Without a single customer view and real-time insights, organizations struggle to deliver the quality experiences that customers are looking for today.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Retently

SEPTEMBER 3, 2024

We’ve fine-tuned our process by strategically deploying surveys after key events, like the end of a free trial or after cancellation. By personalizing questions and automating survey delivery, we gather detailed insights that keep us in sync with our customers’ needs.

B2B 152

B2B NPS Demo Feedback 152

Optimove

FEBRUARY 23, 2025

Customers demand hyper-personalization, real-time engagement, and meaningful experiences across every touchpoint. At Optimove, our mission has always been clear : empower marketers to build deep, lasting relationships with their customers.

2024 52

2024 Multi-Channel 2025 Financial 52

SurveySparrow

APRIL 21, 2022

Map passenger touchpoints to increase service frequency and the number of vehicles. So their responsibilities include organizing student events, housing, food services, transport, parking, classes, personal development, and every aspect of student life. Education Institutes. We’re sure you can think of even more!

Customer Insights 52

Customer Insights Insights Transportation E Commerce 52

Strativity

APRIL 11, 2018

As the healthcare industry increases digital touchpoints and capabilities, healthcare consumers are becoming more engaged and are demanding an improved patient experience. The availability of this richer information provides improved customer insight. Touchpoints could include patient visits, care management interactions (e.g.,

Healthcare 67

Healthcare Multi-Channel Touchpoint 2015 67

Chattermill

NOVEMBER 11, 2019

How to Share Customer Insight Across an Organisation. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. Host Internal Events. by Sam Frampton.

Customer Insights 40

Customer Insights Insights Customer Centricity NPS 40

Retently

JULY 28, 2023

A short definition of the CXO position describes it as being responsible for managing the business relationship with its customers throughout the entire customer experience journey. A Customer Experience Officer could also gather customer feedback from frontline employees and share it with other departments or C-level officers.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center 2004 122

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. To get the full picture, you also need to understand actual customer behavior.

NPS 48

NPS Customer Insights Insights Net Promoter Score 48

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. To get the full picture, you also need to understand actual customer behavior.

NPS 48

NPS Customer Insights Insights Net Promoter Score 48

Retently

AUGUST 22, 2024

Retently connects with over 7,000 apps via Zapier, enabling custom survey triggers through services like Google Sheets, MailChimp, Salesforce, Shopify and Intercom. Transactional NPS is perfect for SaaS and Ecommerce businesses, capturing feedback at crucial touchpoints like trial endings and order deliveries to enhance customer satisfaction.

NPS 78

NPS Events Touchpoint Feedback 78

ChurnZero

APRIL 22, 2022

While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. When thoughtfully applied, automation makes digitized touchpoints and human touchpoints indistinguishable. Involve customers in their own adoption success with Account Insight Reports.

Customer Success 98

Customer Success Multi-Channel Touchpoint Communication 98

Lumoa

NOVEMBER 21, 2023

Managing your customer experience with Lumoa Here’s how you can manage your customer experience with Lumoa- Get an overview of your customer journey: Lumoa’s dashboard helps you get a quick and easy overview and manage different customer journeys, touchpoints, and data sets in real-time.

Feedback 78

Feedback Social Media Net Promoter Score Insights 78

Thematic

MARCH 23, 2020

And; How capable are we at identifying changes in trends in customer discussion? If the sudden changes in feedback themes are overwhelming, how can you tune your metaphorical company ears to understand your customers? Use customer insights platforms to quickly identify new trends and themes in your feedback.

Customer Experience 90

Customer Experience Feedback Financial Customers 90

Retently

SEPTEMBER 6, 2018

Measured every quarter or just after a major transaction, NPS© shall give your business the ability to capture valuable feedback at any moment in the customer lifecycle. This brings up an interesting question: Is it better to survey customers on a regular basis, such as for instance bi-annually, or after an important event or transaction?

NPS 66

NPS Net Promoter Score Events Touchpoint 66

CSM Magazine

NOVEMBER 1, 2023

That’s why I am delighted to confirm that in 2024, Sabio – alongside our partners, and industry leaders – will once again be providing the platform to address those challenges following the news that our Disrupt event will be returning to London in March. It’s set to be the CX event of the year once more!

2024 52

2024 Customer Experience Competitive Advantage Events 52

Retently

FEBRUARY 21, 2024

Likewise, for companies using traditional marketing methods, these surveys can assess the impact of non-digital efforts like flyers and in-person events. Enhancing customer engagement These surveys do more than just help you understand your marketing channels; they also serve as a bridge between you and your customers.

Social Media 78

Social Media Advertising Events Insights 78

Experience Matters

APRIL 7, 2015

This is because as customers navigate the different channels to solve for a specific query (such as web, mobile, IVR, chat, voice, etc.,) Customers using certain channels respond to Fizzback polls in less than 20 minutes, ensuring the business can react quickly.

2015 97

2015 Multi-Channel 2014 CEM 97

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? What kinds of businesses create customer advisory boards?

Roadmap 118

Roadmap Feedback B2B Interaction 118