Retently

NOVEMBER 29, 2024

Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Whatever the touchpoint, that first moment matters more than you think. Each stage of the customer journey requires targeted questions that align with the interaction. First impressions in business? Let’s break it down.

Events 120

Events Feedback Interaction E-support 120

GetFeedback

MAY 9, 2019

Customer experience is how your customers perceive their interactions with your company. We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. What is customer experience?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

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. What type of medium is used.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

Retently

JANUARY 13, 2025

Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. Deploy CES surveys at strategic moments, like after a support interaction or checkout, to capture honest, actionable feedback when the experience is fresh in the customers mind. NPS looks at loyalty.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

InMoment XI

OCTOBER 20, 2022

If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today! Next, we started managing experiences, and we recognised that the total experience a customer has is a collection of moments and interactions along their journey.

Customer Experience 397

Customer Experience Culture Workshop Events 397

Experience Investigators by 360Connext

NOVEMBER 20, 2014

At DoubleDutch , we create mobile applications for thousands of events annually, so pretty much every customer has the potential to substantively increase CLTV (customer lifetime value) for the company. Most events take place at least annually, and oftentimes a client will produce multiple events over the course of a year.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. But, customers interact in big ways and small with your brand. Don’t reserve empathy for one set of customers or only the big touchpoints.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

GetFeedback

SEPTEMBER 20, 2019

CES is used to measure the level of effort that a customer experiences when they interact with your brand. with your company and its products, services, and interactions. . CSAT is used to measure the customer satisfaction of a specific interaction or event. CSAT and CES are touchpoint surveys. Get Calculator.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

Retently

OCTOBER 23, 2024

This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities. 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.

Retail 109

Retail NPS Touchpoint Feedback 109

delighted

NOVEMBER 30, 2021

When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. . What are customer touchpoints? Why is it important to understand customer touchpoints? Let’s dig in.

Touchpoint 87

Touchpoint Net Promoter Score Customer Journey Mapping Social Media 87

Win the Customer

NOVEMBER 29, 2024

Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize and analyze the interactions customers have with a brand throughout their lifecycle. It involves mapping out every touchpoint a customer encounters, both online and offline. Consider both online and offline touchpoints.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

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. Event success hinges on various factors like effective networking, content relevance, and the likelihood of attendees returning.

Events 96

Events Feedback Insights Presentation 96

Experience Investigators by 360Connext

MAY 20, 2015

This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. Need a speaker for your corporate event or conference? Touchpoint Inventory. Training, online events and webinars. This barely scratches the surface. The best athletes have coaches. The best CX leaders do, too.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Education Services Group

MAY 12, 2021

This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far!

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

Retently

JULY 8, 2024

Therefore, the frequency can be adjusted based on customer interaction frequency and the nature of the business. These interactions keep your brand top of mind and show customers that you care about their opinions. Lower Engagement With less frequent touchpoints, you might have lower engagement with your customers.

Touchpoint 78

Touchpoint NPS Net Promoter Score Feedback 78

Joe Rawlinson

NOVEMBER 3, 2024

It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. This is especially beneficial for high-traffic retail stores or promotional events. Card scanning plays a crucial role by making client data instantly accessible at every touchpoint.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

Experience Investigators by 360Connext

NOVEMBER 16, 2021

Customer journey maps, for example, don’t often include feedback requests as actual touchpoints. Sometimes surveys are sent at one time per year, and sometimes they are triggered by specific events in the journey. Either way, this request is an interaction with the customer and the brand. But that’s exactly what they are.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

InMoment XI

OCTOBER 10, 2024

Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. Social media management is important because social media is one of the main ways that consumers interact with your brand. What is Social Media Management?

Social Media 195

Social Media Management 2024 Multi-Channel 195

GetFeedback

JUNE 22, 2019

Any interaction or touchpoint with your customer should be on brand. Use the tone of voice and language that you would use in any brand materials or support interaction. We like stories that are specific, chock full of details and depicting believable people and events. 5: prompt your audience to feel.

NPS 304

NPS Net Promoter Score Feedback Brands 304

Experience Investigators by 360Connext

APRIL 30, 2015

Michaels put some real thought into this- not as an exit point, but as an important customer touchpoint. We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. Why One Bad Customer Interaction Could Haunt Your Brand.

Brands 266

Brands 2013 2014 Retail 266

CSM Magazine

MARCH 14, 2025

Its more than using someones name in an emailtrue personalization involves leveraging data, preferences, and even real-time interactions to create experiences customers crave. Real-Time Personalization Real-time personalization is transforming how brands interact with their customers.

Loyalty 52

Loyalty 2025 Loyalty Programs Omnichannel 52

Retently

NOVEMBER 13, 2024

Increased smartphone and internet accessibility means more people can interact with VFRs. Enhancing CX Through Virtual Fitting Rooms Virtual fitting rooms add a level of personalization and interactivity that was once only possible in physical stores. Retailers are investing in user-friendly interfaces to make the experience seamless.

Retail 144

Retail Social Media Technology Brands 144

Optimove

OCTOBER 29, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: This blog discusses how Opti-X employs AI technology to enhance personalization in customer interactions, which can lead to increased engagement and satisfaction. Opti-X’s AI handles timing, learning from each interaction to improve future messages.

Download 52

Download Sports Events Customer Journey 52

CSM Magazine

FEBRUARY 6, 2025

These subtle touchpoints foster brand affinity and make customers more likely to stay loyal to your company. Deepens Relationships Offering personalized items as rewardswhether after a purchase, during events, or even as part of a loyalty program creates a memorable moment for customers. Highlight its exclusivity to create demand.

Loyalty 52

Loyalty Loyalty Programs Social Media Events 52

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. So, if you want to boost your customer retention rate then better pay attention to those customer interactions. That’s where contact center analytics comes into play.

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. billion active users worldwide.

Customer Success 114

Customer Success Touchpoint Document Interaction 114

Experience Investigators by 360Connext

JANUARY 12, 2021

Those might include: Key value points , like software demos or customer events. Who better to help you design this than those who interact with customers at that very touchpoint? Tracking metrics like these provides a measurable way to gauge how customers are feeling about specific interactions or the overall relationship.

Net Promoter Score 241

Net Promoter Score Customer Journey Mapping Metrics Customer Journey 241

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. But, customers interact in big ways and small with your brand. Don’t reserve empathy for one set of customers or only the big touchpoints.

Touchpoint 110

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 110

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Insights 243

Insights E Commerce Customer Experience E-support 243

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. Implement personalized product recommendations, targeted promotions, and customized content based on individual preferences and past interactions.

Retail 195

Retail Customer Experience Social Media NPS 195

InMoment XI

MARCH 11, 2024

When the interaction is over and the credit union deploys a customer satisfaction survey , the customer will answer that they were satisfied with their experience. Here is a quick breakdown of how the feedback loop works: Customer Interaction: The feedback loop starts with a customer interacting with a product, service, or brand.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Totango

FEBRUARY 23, 2022

You can communicate these best practices to your team and train them on how to use these practices in interactions with customers. Identifying customer interaction touchpoints. Flagging events that require action. Identify Customer Interaction Touchpoints. Flag Events that Require Action.

Customer Journey 117

Customer Journey Customer Journey Mapping Touchpoint Events 117

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. After getting lost in the interactive voice response (IVR) system, they go back to the website and try the chat feature.

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

CloudCherry

FEBRUARY 28, 2018

Companies today want to delight customers at every interaction. It’s important to leverage different touchpoints such as Email, SMS, Websites and more to listen to what the omni-channel customer is saying today. However, little do they realize that great customer experiences start from the inside. Yes, we’re talking perks here!

Customer Centricity 231

Customer Centricity Culture Customers Loyalty 231

Customer Bliss

APRIL 4, 2017

They also tapped into life events — births, deaths, graduations, etc. This was entire-brand uniforms, by the way: flight attendants to front desk to any touchpoint of Southwest for a traveler. Surveys are part of the game, but the people who interact 1-on-1 with customers all day need to have a voice.

Airlines 204

Airlines Hospitality Leadership Connections 204

Retently

DECEMBER 10, 2024

But lets get into more details to highlight Retentlys unique features : Key Features: Comprehensive CX Metrics : Supports NPS, CSAT, and CES surveys, providing a well-rounded view of customer satisfaction, effort, and loyalty across different touchpoints. Alchemer Dashboard 5.

2024 78

2024 Multi-Channel NPS Feedback 78

GetFeedback

MAY 22, 2018

Transactional surveys are highly relevant, because they are sent to a specific individual about a specific and personal interaction they just had with your brand. Identify the most important touchpoints. Doing so will help you develop a clear strategy to reach every touchpoint.

Touchpoint 150

Touchpoint Feedback Consumers Customer Service Representative 150