GetFeedback

SEPTEMBER 20, 2019

CSAT is used to measure the customer satisfaction of a specific interaction or event. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. CSAT and CES are touchpoint surveys. Touchpoint surveys should be as short as possible to maximize the response rate. Free CSAT Calculator.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

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

InMoment XI

NOVEMBER 15, 2023

What is the ROI of Customer Experience Analytics? Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Most organizations struggle proving ROI with their CX programs.

Insights 243

Insights E Commerce Customer Experience E-support 243

BlueOcean

JULY 16, 2019

One that can wow your customers while simultaneously delivering an unparalleled ROI? Sports, music, movies, and even current events – these cultural touchpoints are shared across the US and Canada. Looking for an onshore contact center partner? Your answer may just lie to the friendly north. Your dollar will stretch further.

Contact Center 174

Contact Center Sports Culture Customer Care 174

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events. More Types of Customer Experience ROI. That sounds like a tremendous ROI to me. Let’s investigate each of these ideas further.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. . Customer Success.

ROI 64

ROI Customer Success Customer Centricity Voice of Customer 64

SurveySensum

OCTOBER 31, 2024

This shows that investing in creating an engaging and long-lasting relationship with customers via digital channels will help you increase the ROI of your efforts and increase the loyalty of the customers you already have. So, from an ROI perspective, it’s the best channel to invest in, right? Let’s discover.

Customer Engagement 52

Customer Engagement Engagement 2024 Social Media 52

inQuba

JANUARY 12, 2025

The ROI definitely flowed from Jobs masterful marketing capabilities. There is a merit in the argument that in the past, marketing needed genius combined with blockbuster events which leads to incredible profits. The title of this newsletter will no doubt invoke a reaction from two groups.

ROI 52

ROI Marketing Multi-Channel 2024 52

CloudCherry

MARCH 15, 2018

And to stay in sync, you need to listen to customers across multiple touchpoints. It’s mostly the end outcome of an accumulation of events where the customer feels unhappy with your services. Map customer retention strategies costs with the expected ROI to effectively prioritize investments. Don’t just be open to feedback.

Wireless 210

Wireless Customer Retention 2016 Call Center 210

InMoment XI

JULY 1, 2024

From a cost and ROI perspective, the impact and benefits of predictive analytics in customer experience management cannot be ignored. Put simply: it involves analyzing current and historical data to make predictions about future events or trends. It’s an opportunity that your company can capitalize on today.

Social Media 195

Social Media Healthcare Retail Insights 195

Beyond Philosophy

DECEMBER 16, 2021

I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. To register for the next CX Network Live event, please click here. To register for the next CX Network Live event, please click here. Want to know more? Click here to register today. .

ROI 78

ROI Events Sales Leadership 78

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. 20:20 Customer Experience Summit.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

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. Provide exceptional customer service: Ensure every touchpoint delivers a professional and seamless experience.

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

ShepHyken

OCTOBER 16, 2017

My Comment: Zendesk recently had a Customer Experience Council event. The author of this article, Elyse Simek, has done us a great service and written up a robust recap of some of the top concepts discussed at the event. The Elusive ROI of Customer Experience by Annette Franz. What’s the ROI?

2017 78

2017 Article Customer Service ROI 78

InMoment XI

MARCH 25, 2024

From a cost and ROI perspective, the impact and benefits of predictive analytics in customer experience management cannot be ignored. Put simply: it involves analyzing current and historical data to make predictions about future events or trends. It’s an opportunity that your company can capitalize on today.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. Process mining provides analysts and managers with an easy way to analyze event logs within enterprise transaction systems.

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

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

Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. . Customer Success.

ROI 48

ROI Customer Success Customer Centricity Voice of Customer 48

Education Services Group

MAY 12, 2021

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! Developing a Dynamic Engagement framework can be associated with the following overarching areas: outcome, experience, ROI, engagement, and validation.

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

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. That’s for 1:1 touchpoints. What is a Customer Engagement Strategy? Software that Strengthens Customer Engagement Strategy.

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

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

Upstream Works

MARCH 21, 2019

In the event that we do need to interact with a business, having multiple options for engagement definitely helps. If an organization is to stand out and make an impact in today’s busy and fickle customer landscape, it needs to make customer engagement as effortless as possible.

Customer Experience Management 92

Customer Experience Management Customer Experience Management Omnichannel 92

BirdEye

JANUARY 24, 2025

Here are nine strategies to drive more social media reviews that require your time and genuine effort, but yield excellent ROI in the long term: 1. Reviews often stem from specific touchpoints where customers feel most engaged. Mapping these touchpoints and optimizing them for review requests ensures a natural flow.

Social Media 52

Social Media Loyalty Feedback Customer Journey 52

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. End users receive visual guidance through their mobile screens in either assisted service or self-service modes, across every touchpoint, including unboxing, operational guidance, troubleshooting and billing. Hall Upper Walkway Stand 2UP.34.

2019 95

2019 Innovation Telecommunications Events 95

BlueOcean

DECEMBER 13, 2022

Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts. Furthermore, this personalization should be happening at every member touchpoint—but that’s not often the case.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

BirdEye

MAY 3, 2023

You can leverage social media to: Share educational content with your audience Promote brand identity and build a loyal following Interact with your customers Build online communities Boost visibility for your brand’s upcoming product launches, events, discount campaigns, and more.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

inQuba

MAY 23, 2022

To measure ROI and the impact of strategies, and fine-tune to further optimize. More than ever, customers interact with organizations on journeys that cut across touchpoints, often managed by different functions. have reported that more than half of customer interactions happen during multi-event, multi-channel journeys 3.

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

BirdEye

MARCH 6, 2025

Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. Use Google Posts to share promotions, updates, and events. Facebook Community-building, events, and brand storytelling.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

Totango

AUGUST 21, 2020

SC: We defined a customer lifecycle journey and map with associated engagement touchpoints. For example our Preferred Success Model, there are specific delivery items a CSM needs to declare as delivered, some of this accomplished through touchpoints and tasks, but also some basic attributes specific to the delivery. What data is used?

Innovation 117

Innovation Customer Success NPS Reference 117

Optimove

FEBRUARY 12, 2025

Year-round: Engage with ad-hoc campaigns tied to special events like birthdays or early bird promotions. Regular, relevant touchpoints through email, SMS, or social media updates help brands stay in the spotlight, deepen customer relationships, and encourage future purchases. Learn more about automated customer retention here. #6.

Customer Retention 52

Customer Retention Loyalty Programs Download Loyalty 52

ClientSuccess

JANUARY 11, 2023

Focus on customer retention and long-term ROI. By following the Golden Rule at every touchpoint, you can help ensure that customers are getting maximum value from their significant investment in your business. Teach customers about your product or service and invite them to participate in educational events.

Customer Success 80

Customer Success White Paper Loyalty Webinar 80

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

BirdEye

NOVEMBER 7, 2023

Example: Email to the team: “The ROI on our latest campaign exceeded expectations. Sales and promotions You can use specific abbreviations to create a sense of urgency or exclusivity during sales events. Say goodbye to missed customer touchpoints and elevate your service game. Detailed analysis by EOD.” Stay tuned!”

Social Media 116

Social Media Communication ROI Sales 116

CXApp

JULY 17, 2018

There are two major reasons why people come to an event. Naturally, this means as long as you are meeting those two needs via your event management program you’re doing just fine. That’s why mobile event apps — once nothing more than a “nice” opportunity — are now a requirement. The second is to network and connect with peers.

Events 40

Events Engagement ROI Touchpoint 40

CXApp

JULY 17, 2018

There are two major reasons why people come to an event. Naturally, this means as long as you are meeting those two needs via your event management program you’re doing just fine. That’s why mobile event apps — once nothing more than a “nice” opportunity — are now a requirement. The second is to network and connect with peers.

Events 40

Events Engagement ROI Touchpoint 40

delighted

MARCH 15, 2019

In fact, when the Temkin Group calculated the ROI of customer experience , they found that a moderate increase in customer experience can lead to an industry average of $775 million dollars in revenue growth over 3 years for a typical billion dollar company. Consider your customer experience lifecycle and the teams responsible for each stage.

Net Promoter Score 75

Net Promoter Score NPS Touchpoint B2B 75

Gainsight

JUNE 27, 2023

Now, as we reflect on the event, we are excited to share with you the five impactful takeaways that emerged from this insightful gathering of industry leaders. We’re calling this Circles of Success and will bring it back at more events whenever possible.

ROI 52

ROI Events Return on Investment Touchpoint 52