InMoment XI

DECEMBER 19, 2022

To get the most out of your surveys you should: Listen to your customers in real-time, when the experience is still fresh in their minds so you can capture the most information. Ask the right questions about the main touchpoints of their journey, not just the start and end. Design Your Survey to Gather Feedback at Every Touchpoint.

Touchpoint 370

Touchpoint Feedback Workshop Customer Journey 370

InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees.

B2C 397

B2C Employee Experience Culture B2B 397

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). This is another opportunity to use AI to your advantage and suggest which customer touchpoints are most critical to the overall experience and supporting your organizations goals.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InMoment XI

OCTOBER 14, 2021

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping. Reason 1: Optimizing Program Investment.

Customer Journey Mapping 364

Customer Journey Mapping Customer Journey Touchpoint Employee Experience 364

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000. Only 31.5%

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

InMoment XI

AUGUST 17, 2023

Seamless Omnichannel Experience: Ensure a seamless experience across all customer touchpoints, whether online or offline. They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

InMoment XI

OCTOBER 20, 2022

EMEA customer experience experts from Brakes, Solus, BD Medical, and NatWest all noted the importance of building an internal culture within your company to educate your employees on the importance of putting the customer first. Frontline employees need strategic communication.

Customer Experience 397

Customer Experience Culture Workshop Events 397

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 329

B2B Customer Experience Customer Centricity Omnichannel 329

Retently

JANUARY 13, 2025

Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more. Qualtrics: The Enterprise Powerhouse Qualtrics is an experience management platform designed with enterprise-level capabilities. Your CES tool needs to keep up.

Measurement 115

Measurement Effort Score Multi-Channel Net Promoter Score 115

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. The customer experience begins with your staff and their employee experience.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Alida

OCTOBER 26, 2021

Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX). Today, we’re thrilled to announce our Fall 2021 product release.

2021 246

2021 Touchpoint Employee Experience Brands 246

GetFeedback

MAY 9, 2019

Customer journey map: A customer journey map summarizes the key interactions that a customer experiences with your brand. When it’s developed right and optimized, any employee should be able to understand the key touchpoints in the customer’s journey and what is related to their particular role in the CX program.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Forrester

SEPTEMBER 25, 2014

We think a lot about how these technologies will create enticing customer experiences (CX), making these digital touchpoints the face of the brand. It's easy to get swept up in the power of the digital age , where smart mobile devices and cloud services open the door for new and exciting ways to engage customers.

Employee Experience 111

Employee Experience Customer Experience Touchpoint Consulting 111

Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Business owners need to treat their employees how they would like them to treat customers.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Create a custom experience that ensures complete satisfaction with your target audience. . More Blogs Menu.

Touchpoint 78

Touchpoint Contact Center Call Center 2018 78

InMoment XI

DECEMBER 23, 2021

You’ve collected data at strategic touchpoints using best practices. Text analytics are vital to your brand’s ability to understand your customer and employee experiences. Steps #3: Understand. Now it’s time to leverage analytics to get to the actionable insights in your data. That’s when text analytics come into the picture.

2022 397

2022 Customer Experience Feedback Brands 397

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. They ask me directly: What can I actually do here?

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Experience Investigators by 360Connext

APRIL 23, 2024

So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

JULY 12, 2023

In the modern digital world, it’s by creating a seamless customer experience strategy. It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations.

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

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. The customer experience begins with your staff and their employee experience.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

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. The customer experience begins with your staff and their employee experience.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Experience Investigators by 360Connext

DECEMBER 17, 2019

6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers. 4: How the Most Important Touchpoints Get Ignored, And How to Fix It. How can we take on the impossible list of touchpoints ?

2019 178

2019 B2C 2020 Customer Journey Mapping 178

Alida

MAY 24, 2018

While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. Get closer to your employees. Several speakers spoke about the importance of employee engagement and employee experience. Photo credit: The CX Exchange Retail .

Retail 189

Retail 2018 ROI Touchpoint 189

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Productivity and efficiency in the workplace are not often connected to customer experience, but I’d like to make the argument that employees, regardless of their role, who are more productive actually help the processes and touchpoints your customers experience run smoother, faster and with less customer effort.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

MAY 19, 2020

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. Understand those key, critical touchpoints. Click To Tweet.

Connections 143

Connections Seminar Employee Experience Touchpoint 143

CloudCherry

DECEMBER 1, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. I love my Credit Union.”. Account Closed.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

ShepHyken

SEPTEMBER 29, 2023

The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance. The Interplay of Employee Engagement and Customer Experience It’s important to identify the difference between customer experience and employee engagement.

Engagement 139

Engagement 2009 Employee Experience Loyalty 139

InMoment XI

AUGUST 19, 2024

For example, a great customer experience might not immediately result in increased revenue but could lead to sustained customer loyalty and higher lifetime value over time. Not Considering Employee Experience: The link between employee experience and customer experience is strong.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

SurveySparrow

OCTOBER 20, 2021

Employee experience management helps align talent acquisition and employee retention with your overall business goals. Companies are increasingly recognizing the critical importance of their employees and have started to invest in employee experience. Why is employee happiness and experience so important?

Employee Experience 52

Employee Experience Management Culture 2025 52

Experience Investigators by 360Connext

FEBRUARY 23, 2021

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 178

Communication Customer Experience Customer Journey Mapping Net Promoter Score 178

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Here they are!

CEM 163

CEM 2001 Customer Centricity Touchpoint 163

Experience Investigators by 360Connext

MARCH 8, 2021

Stress the importance of how the customer experience is about how you show up not just at transactional points in the journey, but at every touchpoint. It’s also how you show up as employees for one another! What does a seamless, easier experience look like for our customers?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

InMoment XI

SEPTEMBER 14, 2023

Employee Advocacy Employees often serve as the first touchpoint between your brand and the public, making them crucial players in managing your reputation. To leverage this, businesses should invest in creating a positive work environment for their staff and providing a great employee experience.

Brands 195

Brands Management Social Media Feedback 195

ShepHyken

NOVEMBER 20, 2020

Make it step-by-step to include every communication touchpoint. The flow must have different touchpoints based on the customer’s answers. Include an explanation of each touchpoint in a separate document. Empower Employees to be Creative Problem Solvers. Consider different scenarios. Bi-weekly one-on-ones.

Customer Service 146

Customer Service Net Promoter Score Workshop Document 146