Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 Onboarding Onboarding emails to new customers or clients are another excellent touchpoint for email signature surveys. Why It Works : Surveys included directly in post-event emails allow participants to provide immediate, fresh feedback.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

InMoment XI

JANUARY 27, 2025

Still, in discussing the logistics of the exchange, a nugget of information emerges amid the customers relief at having the issue resolved promptlya comment about wanting to look professional for an upcoming work event.

Call Center 195

Call Center Contact Center Social Media Apparel 195

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! Not only does this allow you to identify areas for improvement, but also understand what’s working well to make experiences become more seamless and consistent in every touchpoint. #5:

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

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. Below, we explore examples of survey questions categorized by question type, touchpoint, and industry to help you design impactful surveys. For post-event surveys , QR codes printed on marketing materials help cover a bigger audience. “How

Events 120

Events Feedback Interaction E-support 120

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

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. Don’t reserve empathy for one set of customers or only the big touchpoints. Each touchpoint leads to an emotion. Empathy for Real Life Customers.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. In order to be successful, this coalition should represent every major customer experience touchpoint across the customer journey.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

OCTOBER 29, 2024

Customers appreciate ease at every touchpoint of their journey. This can happen through social media, forums, or events. This will help you make data-driven decisions to improve the customer experience across all touchpoints. Invest in loyalty programs. Build a deep emotional connection. Build a community around your offerings.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

JULY 13, 2023

And because at InMoment, we value sharing knowledge as widely as possible, I’m going to share the results of that in-event poll with you here, along with a few thoughts about our learnings. How Prepared Do You Feel for Consumer Duty?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

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

Experience Investigators by 360Connext

OCTOBER 6, 2014

So I decided to have some fun today and let you know why I am so passionate about this subject, plus fill you in on a few really amazing events coming up. It’s design and evaluation and improvement and every single piece of the touchpoint puzzle. People get what it means and why it’s important. I hope you’ll join us.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

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

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. Key Features Survey Deployment : Deploy CES surveys via email, support tickets, website pop-ups, or direct links, ensuring feedback is collected at key touchpoints.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

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. Training, online events and webinars. The best athletes have coaches.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

GetFeedback

SEPTEMBER 20, 2019

CSAT is used to measure the customer satisfaction of a specific interaction or event. Now, when it comes to using NPS, CES, and CSAT , the first thing to consider is whether you are measuring the health of the overall customer relationship, or getting feedback after a recent experience or touchpoint. Free CSAT Calculator.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

Retently

JULY 8, 2024

This level of detail is possible because you can tie the feedback to specific periods and events, leading to a deeper and more nuanced understanding of customer sentiments and behaviors. Lower Engagement With less frequent touchpoints, you might have lower engagement with your customers. Here’s the alternative they offer: 3.

Touchpoint 78

Touchpoint NPS Net Promoter Score Feedback 78

Win the Customer

NOVEMBER 29, 2024

It involves mapping out every touchpoint a customer encounters, both online and offline. Identify Touchpoints: List all the interactions a customer has with your brand at each stage of the journey. Consider both online and offline touchpoints. Consider using a timeline or flowchart to illustrate the sequence of events.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

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. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active.

Retail 109

Retail NPS Touchpoint Feedback 109

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. Feedback is often treated as if it’s a separate and distinct experience from the customer’s journey.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

Joe Rawlinson

NOVEMBER 3, 2024

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. This further boosts customer loyalty and encourages repeat purchases. Faster processing quickly allows staff to manage more inquiries.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

CSM Magazine

MARCH 14, 2025

Some brands are offering loyalty currency that customers can redeem on experiences, exclusive events, or even charitable donations. By allowing shared usage, brands expand their touchpoints, as these accounts naturally bring in more users. Exclusive events are another powerful tool for building fandoms. Why does this matter?

2025 52

2025 Loyalty Loyalty Programs Omnichannel 52

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

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.

Loyalty 52

Loyalty Loyalty Programs Social Media Events 52

Optimove

OCTOBER 29, 2024

Opti-X’s AI-powered recommendation models achieve this by delivering the right content to each customer at every digital touchpoint, including apps, websites, and marketing channels. Opti-X enables brands to deliver campaign messages at optimal moments, driving higher conversion rates.

Download 52

Download Sports Events Customer Journey 52

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. Does it really have to be all or nothing!?

Brands 266

Brands 2013 2014 Retail 266

InMoment XI

OCTOBER 10, 2024

This is important to create a seamless experience across all touchpoints. Planning your posts in advance ensures you maintain consistency, avoid last-minute rushes, and cover key holidays, events, or promotional periods. You’ll also want to ensure that your social media strategy aligns with your overall customer experience strategy.

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. We like stories that are specific, chock full of details and depicting believable people and events. Your NPS survey question should be written in character with your brand. And all this effort in providing a consistent experience is more than worth it.

NPS 304

NPS Net Promoter Score Feedback Brands 304

GetFeedback

SEPTEMBER 19, 2018

However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. Event Feedback. Send post-event surveys to learn what attendees liked or disliked about the event. Pro-tip: Set custom notifications to alert your team whenever a customer responds poorly to a survey.

Net Promoter Score 199

Net Promoter Score Roadmap Events Feedback 199

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

Totango

NOVEMBER 16, 2023

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. Seamlessly log touchpoints with Gmail and Outlook Gmail is the world’s largest email service provider, boasting a whopping 1.8

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? The slightly longer answer: It depends on your organization, your customer, the touchpoint, and many other variables.

Net Promoter Score 241

Net Promoter Score Customer Journey Mapping Metrics Customer Journey 241

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! We can always plan on that.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! We can always plan on that.

2020 143

2020 Events Customer Journey Brands 143

BlueOcean

JULY 16, 2019

Sports, music, movies, and even current events – these cultural touchpoints are shared across the US and Canada. A shared understanding of slang as well as tone of voice are also key to your agents being able to deliver an amazing customer experience. You’ll share cultural similarities.

Contact Center 174

Contact Center Sports Culture Customer Care 174

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, let’s discover how contact center analytics can help you gain actionable insights about this touchpoint and your overall business and optimize your operations.

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

Totango

FEBRUARY 23, 2022

Identifying customer interaction touchpoints. Flagging events that require action. Identify Customer Interaction Touchpoints. This can include marketing touchpoints, such as organic search, software website reviews, social media, and email marketing. Flag Events that Require Action. Describing your customers.

Customer Journey 117

Customer Journey Customer Journey Mapping Touchpoint Events 117