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

ProProfs Chat

AUGUST 14, 2020

Enable yourself to complete their journey with your brand. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently. Your customers can have an issue any time.

Customer Journey 116

Customer Journey Webinar Customers Brands 116

Gainsight

SEPTEMBER 5, 2022

Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. Organizations felt their way toward a better understanding of their value, learning how to improve implementations and developing new solutions to serve customers as their businesses advanced.

Customer Journey 98

Customer Journey E-support Touchpoint Webinar 98

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. The following is a preview of the content you can expect from this exclusive, live webinar. Customer Experience is not a new idea. How to Build Your Customer Driven Growth Engine.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

Optimove

MARCH 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Retailers must implement strategic marketing efforts to drive early sales and maintain long-term success. It encourages repeat purchases and strengthens customer relationships. #2.

Retail 52

Retail Sales Marketing E Commerce 52

ClientSuccess

DECEMBER 7, 2021

Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The post-sale survey. The post-sales survey collects customer feedback and input to ensure that salespeople – and the processes they use – set proper expectations during the sales process.

Customer Journey 83

Customer Journey NPS Webinar Feedback 83

Experience Investigators by 360Connext

MAY 13, 2015

Do you know what’s chasing your customers away? Have you tried creating a customer journey map? Is it a living tool that reflects the true digital experiences your customers encounter? Join us on May 28th for a free webinar and you’ll learn how to jump in and discover the make or break moments.

Customer Journey Mapping 192

Customer Journey Mapping Webinar Social Media Consulting 192

InMoment XI

OCTOBER 10, 2024

Depending on your industry, your customers are not going to want specific, jargon-filled visuals on their feed. Focus on creating simple, clear visuals that entice a consumer to engage with you and take the next step in the customer journey. When setting goals, set specific and measurable goals that can be easily tracked.

Social Media 195

Social Media Management 2024 Multi-Channel 195

Comm100

JULY 6, 2021

For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. Comm100 Task Bot is a free, fun, and interactive chatbot that helps businesses of all sizes to increase engagement and drive sales. This makes fast customer support essential to your bottom line.

Sales 105

Sales Books Connections Customer Journey 105

CSM Magazine

JANUARY 9, 2025

In fact, it’s a necessary security measure that’s quietly undermining digital transformation efforts and creating friction in otherwise smooth customer journeys. Security or Customer Experience? All while maintaining the robust security that builds and maintains customer trust. Can you have both?

Customer Experience 52

Customer Experience 2025 Competitive Advantage Webinar 52

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. Ask yourself: is it just after you close a sale?

Customer Journey Mapping 60

Customer Journey Mapping Webinar Customer Journey Touchpoint 60

Gainsight

MARCH 9, 2022

You heard that right: in the digital-led approach, CSMs have little or no direct one-on-one contact with your customers. Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 145

Customer Insights Insights Webinar 2015 145

Totango

JUNE 8, 2021

You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. From there, we decide which customer journey we put them down. . . What advice do you have for visualizing the customer journey in order to ensure you are meeting the needs of your customers?

Customer Journey 118

Customer Journey E Commerce Webinar Communication 118

Gainsight

MARCH 31, 2025

In fact, a comprehensive look into customer sentiment, product usage, and community engagement can lead to a stickier product and greater expansion opportunities. For accounts with high-touch customer journeys, health scores can uncover fluctuations that open the door for timely, personalized outreach.

Customer Journey Mapping 52

Customer Journey Mapping B2B Customer Journey 2025 52

CSM Magazine

DECEMBER 9, 2024

These pressing industry challenges and more – lie at the heart of an upcoming webinar being hosted by our team at Sabio Group, supported by our partner Avaya , on Thursday, December 12th. Unforeseen costs and implementation complexities that weren’t part of the glossy sales pitch. The culprits?

Webinar 52

Webinar Average Handle Time Customer Satisfaction Roadmap 52

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Customer Journey 93

Customer Journey Events Government Metrics 93

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

ChurnZero

DECEMBER 15, 2021

Those insights aren’t just crucial to the Customer Success team. Sales, Marketing, and Product teams can all benefit from having the answers to those sorts of questions. We take a look at how these three teams can use Customer Success software to level up their game, positively shape the customer experience, and drive success.

Sales 98

Sales Customer Success Marketing Net Promoter Score 98

Experience Investigators by 360Connext

MAY 12, 2020

We don’t have the money to invest in customer experience. The benefits of customer experience initiatives are too hard to quantify. We need to focus on sales, not customer experience. Proactive, thoughtful customer experience can prevent and abate some of the extra burden placed on employees.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

Gainsight

APRIL 16, 2025

Theres something that happens when you sit in a post-sale leadership seat long enough. But heres the mindset shift were inviting you to make today: Your customers dont experience your company through departments, job titles, or tech stacks. They experience your company aswell, your company (and product) as one journey.

Roadmap 52

Roadmap Customer Journey Webinar Touchpoint 52

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Customer Journey 63

Customer Journey Net Promoter Score Sales E-support 63

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Customer Journey Mapping 72

Customer Journey Mapping Customer Journey Customer Success Leadership 72

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

InMoment XI

OCTOBER 8, 2024

Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Kerry Bodine

NOVEMBER 29, 2017

Customers use different channels to accomplish their goals, they complete the various steps in different orders, and they bring their own individual needs and expectations to the party. So how can map all the variations in your customers’ journeys? Journey Flows. The answer is that you can’t.

Customer Journey 90

Customer Journey Touchpoint Workshop Webinar 90

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. The Trade-offs Between Quant & Qual Customer Research. Can we have nested journeys? Like exercising, doing something (anything!)

Webinar 83

Webinar Management Touchpoint Telecommunications 83

Kitewheel

MARCH 10, 2021

This is why we are launching our Journey as a Service offering. So where do you start with customer journeys? Often the answer lies in starting with a single journey that addresses a key use case. Defining Journey as a Service (JaaS). Customer Journeys are the sum of your customers’ experiences with your brand.

Customer Journey 59

Customer Journey Customers Webinar ROI 59

Second to None

MAY 8, 2018

Email marketing remains one of the most effective ways to establish customer relationships and boost ecommerce sales. Emphasizing the customer journey is key to planning an email marketing strategy that yields similar results. How an Email Marketing Strategy Enhances the Customer Journey.

Customer Journey 59

Customer Journey Brands Marketing Return on Investment 59

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

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Financial data (sales, churn, etc.)

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Feedbackly

DECEMBER 2, 2022

The ever-evolving customer expectations shape how brands create and present their buying journey. CX metrics have helped brands understand their customers and improve their customer journey accordingly. In the 1990s, the hallmark of fabulous customer experience was pinned to a great product or service.

Net Promoter Score 98

Net Promoter Score NPS Metrics Customer Journey 98

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. In particular, you need to arm your customer success team with razor-sharp processes and cutting-edge tools that optimize long-term customer value throughout the post-sales journey.

Customer Success 112

Customer Success Webinar Customers Customer Centricity 112

ClientSuccess

JANUARY 19, 2021

Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey. What is the customer journey? Webinar: Creating an Onboarding Program.

Customer Journey 69

Customer Journey Customer Success Webinar Leadership 69

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. I wish you well in your journey.

Chief Customer Officer 150

Chief Customer Officer Customer Experience Social Media Return on Investment 150