InMoment XI

NOVEMBER 18, 2024

Types of Customer Behavior Data To fully understand customer behavior, you will need to gather different types of data that provide a comprehensive view of behavior, preferences, and engagement. The trends identified can inform marketing decisions, product development, and sales strategies.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Sales and delivery teams provide invaluable data through regular customer interactions.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. By delivering customized content experiences, businesses can enhance engagement, drive more meaningful interactions, and increase customer satisfaction.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

OCTOBER 15, 2015

Understand how to truly engage with your customers: Engage at all relevant touchpoints along the customer lifecycle (rather than after a sales and. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference? View Article

Touchpoint 377

Touchpoint Customer Experience Management Measurement Article 377

eglobalis

OCTOBER 14, 2024

These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. This individualized approach helps learners engage more deeply and apply what they’ve learned to real-world problems.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

InMoment XI

NOVEMBER 22, 2024

Collecting and analyzing feedback allows you to provide more value, which increases sales, subscriptions, and revenue. Therefore, tracking CLV helps you identify high-value customers so that you can focus on engaging them. A high rate indicates strong engagement with your product and loyalty to your brand.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

JANUARY 27, 2025

The customer, already engaged and receptive, books the session, which results in them purchasing additional products. But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? For most companies, this scenario remains unrealized potential.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 Think about it: customer service teams, sales representatives, and support agents send hundreds – if not thousands – of emails each week. The recipient can choose to engage with it at their own pace, without feeling pressured.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

InMoment XI

JANUARY 9, 2024

When customers are satisfied and engaged, they are more likely to make repeat purchases, upgrade services, enter into partnerships with your company, and explore additional offerings over time. This makes it critical to invest in technology that will better engage consumers and make every part of the customer journey pain-free.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

CX Accelerator

AUGUST 19, 2019

It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success. Make no mistake: dashboard fatigue is very real so you need to balance engaging employees in the company’s CX efforts with information overload.

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

GetFeedback

JULY 24, 2018

In this age of hyperconnectivity , brands can engage their customers in more ways than ever, yet they’re failing to meet their needs. It’s the sum of all touchpoints and interactions that occur throughout a customer’s relationship with your brand, including the pre-sale period. Harvard Business Review.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

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). What customer traits or characteristics influence engagement or purchasing decisions for these segments? What goals or challenges do these segments share?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

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

InMoment XI

MARCH 4, 2022

The audience in question should be one that is crucial to your strategy, so be sure to examine sales data, demographics, and other analytics to inform your decision. Ask your team, “Who are we trying to appeal to? How do we want to improve their experience?”

Customer Experience 417

Customer Experience Touchpoint Employee Experience Customers 417

InMoment XI

OCTOBER 10, 2024

It includes activities that build and maintain your brand reputation such as creating posts, responding to users who engage with your content, and creating a social media strategy that will influence your business’s main metrics. This is important to create a seamless experience across all touchpoints.

Social Media 195

Social Media Management 2024 Multi-Channel 195

InMoment XI

DECEMBER 30, 2021

From an employee side, are you doing something beyond your classic employee engagement study. The Four Touchpoints in the SaaS Customer Journey Taking Immediate Action: Sustainable Strategy for Customer Follow-up Taking Strategic Action: Insights from Touchpoint Data. CX Transformation: The Key to a Truly Valuable Program.

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

InMoment XI

MAY 10, 2022

Work toward a culture of centered on employee engagement and provide your staff with regular training, feedback, and incentives to encourage consistently excellent performance. Simply put, investing in employee engagement saves you money. Sales, coupons, and promotions can also help customers feel like your brand offers a good value.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

GetFeedback

JULY 23, 2018

Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In 2018, retailers are moving toward an omni-channel model of customer engagement that caters to customers across multiple platforms. What’s key?

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

InMoment XI

OCTOBER 25, 2024

These improvements drive sales and revenue. It’s important to deliver a consistently positive customer experience across all touchpoints. They help you engage the local community and show them that you’re more than just a place to dine. Meanwhile, effective reputation management minimizes the impact of negative feedback.

Feedback 195

Feedback Management Social Media 2024 195

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. My 3 buzzwords: Engagement. Engagement. To become a truly customer-centric organization, engagement is not only critical, but it’s costly if it’s not there.

Leadership 283

Leadership Culture Customer Centricity 2019 283

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. Limit surveys to the most relevant questions to maintain engagement and increase completion rates. For instance: In Ecommerce , a confusing checkout process can mean a lost sale. This ensures feedback is relevant and actionable.

Events 120

Events Feedback Interaction E-support 120

InMoment XI

FEBRUARY 25, 2022

Supporters of employee satisfaction and engagement programs, research and training techniques, with their focus on retention, productivity, and fit or alignment with business objectives, have made some broad, bold, and often unchallenged, assertions with respect to how these states impact customer behavior.

B2C 397

B2C Employee Experience Culture B2B 397

Retently

OCTOBER 23, 2024

It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Retail 109

Retail NPS Touchpoint Feedback 109

GetFeedback

MAY 9, 2019

At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy. Employee engagement : Employees have to be fluent in the company’s CX goal and strategy. Identify the key drivers (interactions, customer journey touchpoints, etc.) Reduced costs. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Retently

NOVEMBER 13, 2024

A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in!

Retail 144

Retail Social Media Technology Brands 144

inQuba

MARCH 12, 2025

By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. This post will explore how to effectively measure and optimize emotional marketing strategies to achieve better sales and customer retention. High engagement indicates strong emotional resonance and interest among viewers.

ROI 52

ROI Customer Retention Connections Measurement 52

CloudCherry

DECEMBER 1, 2018

Customer experience encompasses everything from the very first touchpoint of a prospect to the moment a customer churns. Philosophically, CX and CS have the same general goal, which is to strengthen customer engagement, retention and brand advocacy. Sales helps facilitate a purchase online or in-store (ie. advertisements).

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Feedbackly

JULY 12, 2023

Touchpoints are how the brand engages with its customers and play a vital role in fostering a strong relationship between the two parties. Every buying journey has a complex web of touchpoints that can range from 20 to over 500! Also, research shows that it requires around eight touchpoints on average to close a sale.

Touchpoint 98

Touchpoint Customer Journey NPS Feedback 98

InMoment XI

MARCH 23, 2025

It pulls data from touchpoints like social media, chatbots, emails, customer feedback, customer relationship management (CRM) tools, and interactions with customer support, marketing, and sales teams, providing insights into customer intent, sentiment, pain points, and patterns.

Touchpoint 195

Touchpoint Insights Sales Social Media 195

Experience Investigators by 360Connext

MAY 20, 2015

Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. Touchpoint Inventory. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? The worst organizations never attempt to map the journey.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

InMoment XI

OCTOBER 17, 2024

Knowing how often customers engage with your product helps identify potentially loyal customers or those who may need more support to get the most out of your business. Were you satisfied with the knowledge and assistance provided by our sales staff? What are they hoping to accomplish by interacting with your business?

Feedback 195

Feedback Insights Customers Banking 195

Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. Engagement and Motivation: Keep agents engaged through gamification, rewards systems, and seamless integration with ticketing systems.

Retail 134

Retail 2024 Customer Service Feedback 134

InMoment XI

MARCH 21, 2025

It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales. These insights can help you understand customer intent, sentiment, and engagement patterns, improving decision-making, brand-customer communication, and overall customer experiences.

Insights 195

Insights Sales Interaction Metrics 195