delighted

APRIL 1, 2024

Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions.

Events 100

Events Feedback Net Promoter Score Touchpoint 100

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. What is Customer Experience Automation?

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. To extract meaningful insights from your post-event survey questions, cover relevant aspects of the event experience.

Events 97

Events Feedback Insights Presentation 97

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Offer industry-specific solutions and insights. Credit unions can actively engage with their communities through events, sponsorships, and local initiatives.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

MAY 20, 2015

Need a speaker for your corporate event or conference? Touchpoint Inventory. The touchpoint inventory is a highly-detailed way to understand just what your customers have to do to become customers, stay customers and exit as former customers. We bring insights in quick and actionable ways. The best athletes have coaches.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

ProProfs Chat

MAY 29, 2020

What Is a Customer Touchpoint? A touchpoint is where interaction occurs between the brand and the customer. . have scaled operations to such an extent that as marketers, a lot of times, you’re not even sure what your touchpoints are. How to Identify Your Customer Touchpoints. Examples of Customer Touchpoints.

Touchpoint 72

Touchpoint Social Media Advertising Seminar 72

delighted

NOVEMBER 30, 2021

These micro-experiences are called customer touchpoints, and they play a crucial role in fostering customer satisfaction, including trust and loyalty. What are customer touchpoints? What are customer touchpoints? Customer touchpoints are the myriad of moments when a person comes into contact with your company or brand.

Touchpoint 87

Touchpoint Net Promoter Score Customer Journey Mapping Social Media 87

GetFeedback

SEPTEMBER 20, 2019

CSAT is used to measure the customer satisfaction of a specific interaction or event. CustomerThink also found that the choice of metrics is not a major factor in CX success, but rather how the organization acts on the insights. CSAT and CES are touchpoint surveys. It’s a short-term satisfaction metric for customer experience.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

InMoment XI

OCTOBER 25, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. It’s important to deliver a consistently positive customer experience across all touchpoints.

Feedback 195

Feedback Management Social Media 2024 195

Retently

JULY 8, 2024

Actionable Insights : NPS surveys often include follow-up questions asking why customers gave a particular score. This qualitative feedback provides valuable insights into what you’re doing right and what needs improvement. Sorting through this data to find actionable insights can be challenging.

Touchpoint 78

Touchpoint NPS Net Promoter Score Feedback 78

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

JANUARY 12, 2021

Your VoC program can allow your leaders to follow a standard and sustainable model of collecting feedback at key moments along the journey, analyze that feedback, then turn those insights into action. This collection of insights can be used to evaluate what changes are required to improve your overall customer experience.

Net Promoter Score 241

Net Promoter Score Customer Journey Mapping Metrics Customer Journey 241

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. The point is this: Don’t get attached to one and only one insights or measurement technique. Or, or, or….

NPS 26

NPS Customer Insights Insights Net Promoter Score 26

Retently

OCTOBER 16, 2024

Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 Customers appreciate the simplicity, and businesses benefit from actionable insights with minimal effort​.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

InMoment XI

JULY 1, 2024

According to Forrester, fewer than 10% of enterprises are advanced in their insights-driven capabilities. By equipping your organization with predictive analytics tools, you can gain rich insights into customer behavior, make data-driven decisions, and optimize business operations. What is Predictive Analytics?

Social Media 195

Social Media Healthcare Retail Insights 195

Oracle

MARCH 12, 2019

Shoptalk describes itself as an event “where the entire retail ecosystem comes together to create the future of retail based on the latest trends, technologies and business models, including changes in consumer expectations.” For more coverage on customer experience events and conferences, visit [link].

2019 86

2019 Retail Insights Events 86

GetFeedback

JUNE 22, 2019

You need qualitative data—the why— from your customers to gather meaning and get actionable insights. Any interaction or touchpoint with your customer should be on brand. We like stories that are specific, chock full of details and depicting believable people and events. 3: use the fewest number of words you can.

NPS 304

NPS Net Promoter Score Feedback Brands 304

InMoment XI

OCTOBER 29, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. Customers appreciate ease at every touchpoint of their journey. Invest in loyalty programs.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Oracle

APRIL 24, 2019

It sheds light on the whys and wherefores regarding the events and trends in a company’s consumer ecosystem in order to provide the business with actionable insights for more effective CX strategies. This brings us to customer touchpoints and specific transaction data stemming from them.

Insights 82

Insights CEM Reference Touchpoint 82

InMoment XI

MARCH 25, 2024

According to Forrester, fewer than 10% of enterprises are advanced in their insights-driven capabilities. By equipping your organization with predictive analytics tools, you can gain rich insights into customer behavior, make data-driven decisions, and optimize business operations. What is Predictive Analytics?

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. Combine rating, multiple-choice, yes/no, and open-ended questions to capture both quantitative and qualitative insights. Use insights to make meaningful changes, and communicate these improvements to your customers. Gathering feedback is only the first step.

Events 121

Events Feedback Interaction E-support 121

InMoment XI

JANUARY 4, 2024

At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement. Personalization Leverage data analytics and customer insights to personalize the online shopping experience. What is the Retail Customer Experience?

Retail 195

Retail Customer Experience Social Media NPS 195

Experience Investigators by 360Connext

APRIL 13, 2021

In general, if you want a large volume of customer data, options like automated customer surveys at key touchpoints or open opportunities for customers to provide feedback tend to be better tools. Shout out to Analytics & Insights Matter , our official partner for such research.). It is quick and easy! Probing Questions are Key.

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

Customer Bliss

AUGUST 15, 2017

She is a regular speaker at CX events and conferences across Europe. You can think of the model as a snapshot, based on information from multiple touchpoints (this ties into her legal background), of where the customer journey is across different business models — and where it needs to arrive at. Gather insights.

Travel 204

Travel Hotels 2010 Customer Journey 204

InMoment XI

MARCH 11, 2024

An organization can act on these insights by fixing the existing product or service, and then making sure similar issues don’t appear in the future. Product Usage Data Analyzing product usage data, such as website analytics, app usage metrics, and product telemetry, provides insights into how customers interact with products and services.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

CloudCherry

MARCH 3, 2019

Within their portal, they zeroed in on seven major life events (having a child, going on bereavement leave, etc.). They prioritized these events because they gleaned that if these events aren’t handled well, they can change the employee/employer relationship forever.

Customer Experience 186

Customer Experience Culture Events Customers 186

Pointillist

FEBRUARY 19, 2018

Data insights are one of the primary tools for CX enhancement. 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. Real-time Insights Delivery. Real-time Insights Delivery.

Customer Experience 111

Customer Experience Touchpoint Customer Journey Multi-Channel 111

Joe Rawlinson

OCTOBER 20, 2022

And a dedicated event management integrated ticketing system helps you keep the event in sync throughout the process as a central hub that can control various aspects of the event and provide directions and everything needed in one place. . All of which should be essential aspects of your event marketing strategy.

Events 78

Events Sales User Experience Social Media 78

Retently

SEPTEMBER 3, 2024

As a leader in customer satisfaction tools, we provide businesses with the means to gather, analyze, and act on critical insights that drive loyalty and growth. From perfectly timed surveys to actionable insights, you’ll see how Retently drives our growth—and how it can do the same for you.

B2B 152

B2B NPS Demo Feedback 152

GetFeedback

MAY 22, 2018

Luckily, there are ways to prevent survey fatigue and get the insights you count on. Identify the most important touchpoints. Another way to reduce the risk of your customers experiencing survey fatigue is this: identify the most important touchpoints you want feedback on. 8 Ways to Increase Response Rates Responsibly.

Touchpoint 150

Touchpoint Feedback Consumers Customer Service Representative 150

GetFeedback

SEPTEMBER 24, 2018

For many consumers, content is the first touchpoint they have with a brand and can strongly influence their purchasing. Implement user surveys after important events are completed on your website. This gives you insight on which parts of your website need improving. Content marketing can be on site and even off site.

Social Media 170

Social Media Consumers 2016 Events 170

Totango

FEBRUARY 23, 2022

Identifying customer interaction touchpoints. Flagging events that require action. Day in the life maps : these expand your focus to include your customer’s everyday experience beyond their interactions with your brand, which can provide you with deeper insight into customer pain points. Flag Events that Require Action.

Customer Journey 114

Customer Journey Customer Journey Mapping Touchpoint Events 114

GetFeedback

OCTOBER 4, 2019

The data collected from surveys can highlight touchpoints that customers have the most trouble with and identify dissatisfied customers so that they can be assisted before they churn. Survey feedback taken at important customer touchpoints are more valuable than those taken at random since they add context to your data.

Competitive Advantage 150

Competitive Advantage Touchpoint NPS Feedback 150

InMoment XI

FEBRUARY 29, 2024

Often referred to as NAP High-quality images and videos to your Google Business Profile Local content that caters towards local interests, events, and news Positive sentiments in customer reviews While this is not an exhaustive list, this gives you an idea of some of the most important local SEO ranking factors.

Events 195

Events Social Media Management Reference 195

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. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Retail 110

Retail NPS Touchpoint Feedback 110

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! After all, there is no cash without customers and employees!

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

Win the Customer

NOVEMBER 29, 2024

It involves mapping out every touchpoint a customer encounters, both online and offline. Informed Decision-Making: Customer journey maps provide valuable insights that can inform product development, marketing strategies, and customer service initiatives. Consider both online and offline touchpoints.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59