Retently

MARCH 11, 2025

Key Takeaways Reviewing and analyzing customer feedback is a daily priority CX Managers track reviews, surveys, support tickets, and returns to spot patterns and escalate critical issues. And now that weve seen how CX collaborates across teams, lets move on to another critical part of the job: optimizing the ecommerce customer journey.

Management 115

Management Customer Experience Roadmap NPS 115

Experience Investigators by 360Connext

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Even customer journey maps can neglect key phases of the customer experience. Know the ideal customer journey.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. Customer retention statistics: More than 6 in 10 U.S. Though CSAT only reflects a slice of the greater customer journey , it’s a good start.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Ecrion

FEBRUARY 20, 2020

Beyond simply identifying your customer’s pain points, you need to understand the motivation behind the customer journey. Tracking, recording, and examining customer behavior provides valuable insight into how clients are interacting (or not interacting) with your brand. What is a Customer Journey Map?

Customer Journey Mapping 103

Customer Journey Mapping Customer Journey Touchpoint Roadmap 103

Gainsight

DECEMBER 19, 2023

A carefully crafted customer journey is not static. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.

Customer Journey 97

Customer Journey Customer Journey Mapping Roadmap Customers 97

ReviewTrackers

MARCH 14, 2019

The Importance of Customer Journey in Banking. This makes it critical for banks to get into the customer journey mindset. Knowing the customer’s process from beginning to end is hugely important. What Does Customer Journey in Banking Mean? . Keys to Success: Customer Journey in Banking.

Banking 94

Banking Customer Journey Touchpoint Rewards Programs 94

InMoment XI

JANUARY 10, 2023

Do you need a customer experience manager dedicated to managing this effort? Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. Let’s find out. What Kind of Background Should a CX Manager Have?

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

InMoment XI

OCTOBER 7, 2024

Google Post Publishing Drive sales with easy publishing from Local Listings Promote your business updates, sales, and events directly on Google through streamlined post publishing. Engage local customers and enhance local business listing visibility, ensuring your business stays top-of-mind as potential customers browse online.

Events 243

Events Competitive Advantage Innovation 2024 243

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journey 133

Customer Journey NPS Demo Customer Satisfaction 133

InMoment XI

MAY 3, 2024

Foot Locker stands out as a beacon of innovation and customer-centricity. At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Books 93

Books Customer Journey Customer Journey Mapping 2019 93

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. The GTM team uses these insights to determine the best way to work together to set customers up for success and future growth.

Sales 95

Sales NPS Customer Success Customer Journey 95

ShepHyken

FEBRUARY 28, 2020

Jim didn’t win every sale, who does, but he always outperformed his counterparts. He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Before Jim gave his sales pitch, he did something very interesting. Except for Jim.

Roadmap 124

Roadmap Books Sales Airlines 124

InMoment XI

SEPTEMBER 3, 2024

With conversational analytics, organizations can improve customer experiences by seamlessly combining contact center conversations, emails, chats, and calls, with other customer feedback channels like surveys, reviews, and social media, thereby gaining a holistic view of the customer journey.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

GetFeedback

SEPTEMBER 19, 2018

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. Lost Sales Feedback. Is your product living up to customer expectations?

Net Promoter Score 199

Net Promoter Score Roadmap Events Feedback 199

Gainsight

APRIL 16, 2025

Theres something that happens when you sit in a post-sale leadership seat long enough. In roadmaps. But heres the mindset shift were inviting you to make today: Your customers dont experience your company through departments, job titles, or tech stacks. Whats next for the roadmap? You start thinking in functions.

Roadmap 52

Roadmap Customer Journey Webinar Touchpoint 52

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

Retently

OCTOBER 1, 2018

We believe that happens because not enough businesses use a customer journey map to keep track of clients’ desires, needs, and behaviors – basically the kind of information that can help you prevent high customer churn rates. What Is the Customer Journey? What Is a Customer Journey Map?

Customer Journey Mapping 91

Customer Journey Mapping Touchpoint Customer Journey CEM 91

GetFeedback

JANUARY 29, 2019

Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease. Sales : use survey feedback to enhance the purchase experience and bolster salesperson skills. They say that motor oil is lifeblood for a car.

Net Promoter Score 150

Net Promoter Score Roadmap Feedback Travel 150

InMoment XI

JANUARY 25, 2024

.” The vertical axis typically represents the vendor’s ability to execute, encompassing evaluation criteria such as product or service, sales execution/pricing, and overall viability. Ask about their roadmap and how they plan to enhance both their ability to execute and completeness of vision.

Reference 195

Reference Roadmap Innovation Technology 195

Thematic

APRIL 1, 2025

CRM and Sales Data: Purchase histories link customer value to feedback. Market Research & Focus Groups: Provide deeper context around customer needs. Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”?

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Experience Investigators by 360Connext

JANUARY 10, 2023

Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey. Sales are up thanks to referrals and positive word-of-mouth marketing.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

InMoment XI

OCTOBER 10, 2023

What Exactly Are Customer Service Metrics? Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. They answer critical questions: How efficiently are customer queries being addressed?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

GetFeedback

MAY 4, 2018

Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Get their take before you develop new features and plan the product roadmap. Rethink how you prioritize feature requests. Host focus groups.

Net Promoter Score 170

Net Promoter Score Customer Centricity Feedback Roadmap 170

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. hours due to high ticket volume after Black Friday sales.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

GetFeedback

FEBRUARY 15, 2019

NPS can illuminate the customer journey at each stage when properly segmented. Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. Sending an NPS survey throughout the customer journey. and What is it like to buy from our company?

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

InMoment XI

JUNE 5, 2024

Comprehensive Use Case Support Our integrated CX analytics capabilities capture, analyze, and unify feedback from multiple customer feedback channels, including surveys, social media, voice interactions, and more. Deborah Battaglia Senior Vice President, Customer Experience at Assurant What’s Up Next?

2024 195

2024 Social Media Innovation Document 195

CSM Magazine

DECEMBER 9, 2024

Unforeseen costs and implementation complexities that weren’t part of the glossy sales pitch. The Great Cloud Disconnect The disconnect between cloud CX expectations and deployment realities is creating a widening gulf that threatens to swallow both operational efficiency and customer satisfaction. The culprits?

Webinar 52

Webinar Average Handle Time Customer Satisfaction Roadmap 52

Totango

NOVEMBER 3, 2022

Start with defining the customer journey. While teams may often refer to “the customer journey,” how do you ensure alignment and shared understanding of what that means across your business? Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map.

Customer Journey 62

Customer Journey Chief Customer Officer Healthcare Customer Journey Mapping 62

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Sales 98

Sales Customer Success Customers Customer Relationships 98

Feedbackly

JANUARY 13, 2023

This is where the customer journey comes in handy. What is customer journey? A customer journey , also known as the buyer’s journey, is a core element of any CX strategy. Call it the roadmap to understanding your customers! Here are the five main stages of a customer journey.

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Download 52

GetFeedback

DECEMBER 10, 2018

We have an “always-on” NPS program that complements the customer journey. Rather than receiving NPS scores and comments from hundreds of customers once per quarter or once per year, they receive just a few each day. We also use NPS data to inform key aspects of our business, like product roadmap and pricing strategy.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

Thematic

MARCH 30, 2025

Optimizing Customer Journeys with Behavioral Analytics Every customer follows a journey—from first interaction to long-term loyalty. In the case of LendingTree , the company analyzed over 20,000 customer comments in just 90 days using Thematic. Segmentation turns one-size-fits-all into one-size-fits-right.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Education Services Group

JUNE 20, 2023

Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. We’ve talked Awareness, Consideration, and Acquisition.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Customer Success 52

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage. References Fullstory.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48