GetFeedback

SEPTEMBER 20, 2019

If you stop and think about it, that makes sense—the metric is looking at the percentage of happy customers specifically. CSAT is used to measure the customer satisfaction of a specific interaction or event. It’s a short-term satisfaction metric for customer experience. NPS and CSAT are relationship surveys.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

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 110

Retail NPS Touchpoint Feedback 110

GetFeedback

JUNE 22, 2019

Net Promoter Score surveys are a type of customer experience survey. They are good for gathering real-time customer feedback and building customer relationships. Remember that your NPS survey represents a valuable customer loyalty metric. Remember that your NPS survey represents a valuable customer loyalty metric.

NPS 304

NPS Net Promoter Score Feedback Brands 304

ENGAGE.cx

SEPTEMBER 18, 2015

Assembling complete customer profiles to improve customer experience starts with recognizing and understanding each customer at each touchpoint. These can be defined as any point at which a customer engages a business, no matter if it’s physically or digitally. Relationship Cloud TM here. We at ENGAGE.cx

Customer Relationships 67

Customer Relationships Customer Journey Call Center Touchpoint 67

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! If you couldn’t attend the event, fear not! That means capturing insights from every touchpoint and channel.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

Experience Investigators by 360Connext

APRIL 30, 2015

Just because the customer is not happy in the current situation doesn’t mean they won’t be happy in any situation with your brand. Michaels put some real thought into this- not as an exit point, but as an important customer touchpoint. They addressed the key realities of the relationship when designing this page.

Brands 266

Brands 2013 2014 Retail 266

customer sure

NOVEMBER 4, 2014

” Close customer relationships – an even bigger achievement. But their biggest achievement is not a single event. With immense pride Alon states that he’s proudest of the close relationship Proper has with their customers. We see something amazing and we’re choosing to use it.'”

Customer Relationships 97

Customer Relationships Innovation Customers Consumers 97

ENGAGE.cx

AUGUST 31, 2015

What if your business could replace the halting, segmented communications with the people who keep you in business – those that typically only happen when customers initiate it – with an ongoing dialogue? What if your business’ customer relationships could evolve into a singular, measurable process that can be perpetually improved?

Customer Relationships 70

Customer Relationships Customer Journey Touchpoint Events 70

Totango

JANUARY 29, 2019

We’re living in the age of the recurring revenue business, and in this increasingly digital economy, enterprises succeed by nurturing customer relationships over the entire lifecycle. Do it right and customers will stay with you for years. A Traditional Customer Relationship Management System: Features and Limitations.

Customer Relationship Management 55

Customer Relationship Management Customer Relationships Management Events 55

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Increases survey response rates by engaging customers where they already interact.

Feedback 52

Feedback Demo Touchpoint NPS 52

CSM Magazine

FEBRUARY 8, 2022

Event-led Engagement Platform, Airmeet , raises $35M USD Series B from Prosus Ventures, Sistema, Sequoia Capital India, RingCentral Ventures, and others. Event-led engagement platform Airmeet , today announced that it has raised $35M USD in Series B funding. commented Sumit Jain, Senior Partner at Sistema Asia Fund.

Events 52

Events Engagement Multi-Channel Webinar 52

InMoment XI

JULY 1, 2024

Put simply: it involves analyzing current and historical data to make predictions about future events or trends. As mentioned earlier, predictive analytics is focused on forecasting future events, trends, or behaviors based on historical data. The next step is to take a long view when looking at customer relationships.

Social Media 195

Social Media Healthcare Retail Insights 195

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. It’s been hard to contact customers by phone since offices are closed.

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

InMoment XI

MARCH 25, 2024

Put simply: it involves analyzing current and historical data to make predictions about future events or trends. The key is to connect customer experience data from every touchpoint and channel for a complete view of the customer journey. The next step is to take a long view when looking at customer relationships.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

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

FEBRUARY 9, 2021

Investments that are directly tied to customer experience might include things like: Customer experience management tools, like customer feedback software or more robust Voice of the Customer (V0C) platforms, Customer Relationship Management (CRM) technology, or investments in customer data centralization.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. What is a Customer Engagement Strategy? That’s for 1:1 touchpoints.

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

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

BirdEye

DECEMBER 30, 2024

Partnerships with medical associations: Collaborate with trusted organizations to co-host events, publish co-branded content, or participate in webinars, thereby boosting credibility and attracting qualified medical leads. Customize messaging: Address specific pain points with personalized content.

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

BirdEye

DECEMBER 16, 2024

While traditional storage businesses once relied on drive-by visibility and word-of-mouth referrals, modern customer journeys now start online. However, as facilities expand, managing inquiries, tracking leads, and maintaining customer relationships through traditional methods becomes increasingly challenging.

Management 52

Management Multi-Channel Social Media Demo 52

Calabrio

MARCH 11, 2025

These AI-powered QA tools have revolutionized the field, leveraging machine learning, natural language processing and more to help contact centers: Analyze 100% of interactions: Moving beyond limited sampling, AI can scrutinize every customer touchpoint, ensuring comprehensive coverage.

Contact Center 52

Contact Center Call Center Customer Satisfaction Metrics 52

SurveySensum

MARCH 21, 2025

HubSpot is a powerhouse for customer relationship management, marketing automation, and sales. But without real-time customer feedback , how do you know if you’re truly delivering exceptional experiences? Send HubSpot poll responses as events and contact properties. Thats where NPS tools come in.

NPS 52

NPS 2024 2025 Demo 52

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. Create and Celebrate Customer Milestones. What is Adoption?

Customer Success 122

Customer Success Metrics Customer Journey Customers 122

ChurnZero

MAY 28, 2021

How to maintain regular coaching touchpoints using a tech-touch approach. You should aim to welcome new users and share relevant resources as soon as they log into the system for the first time (if you have a Customer Success platform that tracks these events in real time) or within the first few days after.

Engagement 98

Engagement Touchpoint Events Customer Success 98

ENGAGE.cx

JULY 23, 2015

Today’s customer is “always on”, they are both empowered and fluid with their touchpoints creating a tremendous new pressure for your business. These growing challenges in customer engagement continue to illuminate the need for a better way to manage customer relationships.

B2C 67

B2C Technology B2B Touchpoint 67

BirdEye

FEBRUARY 27, 2025

It’s essential to differentiate between two types of restaurant leads: B2B leads : These are partnerships with companies or events that can bring business clients to your restaurant. For example: Catering for corporate events. Both types are crucial for growth and require tailored lead-generation programs to ensure success.

Social Media 52

Social Media Multi-Channel Demo Events 52

BirdEye

FEBRUARY 27, 2025

It’s essential to differentiate between two types of restaurant leads: B2B leads : These are partnerships with companies or events that can bring business clients to your restaurant. For example: Catering for corporate events. Both types are crucial for growth and require tailored lead-generation programs to ensure success.

Social Media 52

Social Media Multi-Channel Demo Events 52

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey.

Customer Relationships 96

Customer Relationships Customer Success Events Sales 96

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Digital Transformation: Reinventing your Customer Relationships.

2019 95

2019 Innovation Telecommunications Events 95

West Monroe

JULY 6, 2022

A creative and digital solution would offer a pricing program that incentives reducing water, electricity, or gas use during critical peak events—and employs the customer’s communication preferences to be notified of the start, stop, and impact of the event. The customer expectation of a digital experience.

Customer Experience 98

Customer Experience 2011 Events Touchpoint 98

BirdEye

JANUARY 24, 2025

Deliver exceptional experiences Trust is the foundation of every great customer relationship, and exceptional service doesnt just make customers happyit creates a sense of pride and loyalty that compels them to leave positive reviews. Reviews often stem from specific touchpoints where customers feel most engaged.

Social Media 52

Social Media Loyalty Feedback Customer Journey 52

BirdEye

NOVEMBER 22, 2024

Local search trend prediction : AI predicts upcoming opportunities by analyzing historical search patterns and local event data. Seasonal strategy planning : Using historical data and local event calendars, AI helps you prepare for busy periods.

ROI 52

ROI Demo Events Metrics 52

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

Totango

JULY 31, 2020

Right Touchpoint, Right Time. Track Customer Progress and Optimize Your Onboarding Process. Paying close attention to these four things during onboarding can be the difference between a stalled onboarding process and a long and mutually rewarding customer relationship. Reduce Friction and Other Engagement Barriers.

E Commerce 127

E Commerce E-support Hospitality Healthcare 127

Talkdesk

MARCH 17, 2020

This industry presents unique challenges, namely, the existence of mixed target groups, split among different customer value tiers requiring a multitude of support languages. These features will help you rapidly adapt your IVR to meet evolving needs while ensuring an intelligent, efficient and friction-free customer experience.

Contact Center 94

Contact Center Tourism Travel Call Center 94

Retently

MAY 26, 2023

In this case, a quarterly update can make it easier to stay on top of customer satisfaction and tie improvements or reductions in satisfaction to specific events. Whatever frequency you choose, never push a client to over-survey their customers.

Net Promoter Score 134

Net Promoter Score Consulting NPS Customer Success 134

Second to None

SEPTEMBER 3, 2024

In a world where customers expect a seamless omnichannel experience, it’s critical for retailers to identify pain points and opportunities throughout all customer touchpoints, whether online, in-store, or through mobile devices.

Retail 62

Retail Feedback E Commerce Touchpoint 62