GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

eglobalis

JULY 25, 2024

Influencers and Thought Leaders in CX In Europe, the landscape of CX thought leadership and practical application presents unique challenges. Numerous individuals claim expertise based on one or two projects or by adopting established models like McKinsey’s, operational CX model, presenting their work as original.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. The survey itself is exhausting to complete.

2024 195

2024 Hospitality Feedback Healthcare 195

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). Measurement should include both customer feedback data AND operational data. Be sure to listen for untold customer feedback , too. Have questions? Heres a resource.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback Social Media B2C 2024 195

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

InMoment XI

DECEMBER 30, 2021

And they also answered a few questions from CX professionals throughout the presentation. The Four Touchpoints in the SaaS Customer Journey Taking Immediate Action: Sustainable Strategy for Customer Follow-up Taking Strategic Action: Insights from Touchpoint Data. A: There are three questions you should ask yourself first.

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

InMoment XI

SEPTEMBER 16, 2024

What is Patient Feedback? Patient feedback is the opinions, reviews, and thoughts that healthcare organizations gather from their patients. From the healthcare contact center to the doctor’s diagnosis, each step of the patient journey presents an opportunity to learn about patient expectations and behavior.

Feedback 195

Feedback Healthcare Hospitality Consulting 195

InMoment XI

OCTOBER 20, 2022

Then, the internet was born, and online surveys were created to collect customer feedback in a timely manner. The importance of closing the loop with customers and gaining actionable feedback was mentioned in nearly every presentation we heard! In an omnichannel world, this can become increasingly difficult.

Customer Experience 397

Customer Experience Culture Workshop Events 397

InMoment XI

JANUARY 9, 2024

By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score. Collect Customer Feedback Invest time in understanding the unique needs and pain points of your B2B customers. Customization and personalization.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

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. Taking the importance of collecting customer feedback out of the way, where do we start?

Retail 109

Retail NPS Touchpoint Feedback 109

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap NPS Loyalty 62

GetFeedback

JULY 19, 2019

Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints. Unlike a customer touchpoint, a customer journey has a beginning and an end.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

eglobalis

SEPTEMBER 3, 2024

For each activity, I asked whether it is: provided by the platform good enough and if provided but not used, whether the respondent could anticipate a future use or missing Respondents consistently considered only three activities good enough: Gather - multiple sources of feedback. positive, neutral, negative) from feedback.

E-support 310

E-support Consulting Demo Feedback 310

Experience Investigators by 360Connext

APRIL 14, 2020

Customer feedback and emotional data. Systems, procedures, and touchpoints. What are customers telling you in their open-ended feedback? What are the channels, touchpoints, and systems your customers are using? With virtual focus groups, you can hear from many people at once but get their honest feedback.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. This ensures feedback is relevant and actionable. Gathering feedback is only the first step. Closing the feedback loop builds trust and encourages participation. It’s where curiosity turns into connection – or, if you’re not careful, disinterest.

Events 120

Events Feedback Interaction E-support 120

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

Thematic

JANUARY 29, 2025

Let’s face it—customers are sharing feedback everywhere: surveys, social media, reviews—you name it. It’s like having a smart assistant that helps you analyze customer feedback, understand their needs, and improve your products or services. Use hashtags, mentions, and comments to find unfiltered feedback.

Feedback 62

Feedback Net Promoter Score Social Media 2028 62

Retently

MARCH 11, 2025

They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

Management 115

Management Customer Experience Roadmap NPS 115

GetFeedback

AUGUST 14, 2019

Invite them into the feedback loop by sharing the complaints and comments they hear from customers. For more on collecting and taking action on customer feedback, check out our free Voice of the Customer (VoC) guide. You can ask customers to provide feedback on their satisfaction along their journey. Goal 2: Coach employees.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Often, CRM systems are the tools used to track important customer data and feedback metrics.) However, feedback alone cannot direct a strategy. CEM is no different, but tracking metrics alone is not a strategy. Consider this a rallying cry!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

AUGUST 17, 2021

Customer Feedback and Insights. CX meetings require thinking about the past, present, and future of the customer experience program. What’s new: What is customer feedback telling us? Check In: Review customer feedback and discuss any key customer experience metrics. . A typical agenda will include: CX Mission and Goals.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

GetFeedback

JANUARY 16, 2019

Some people might say that the secret to a successful customer feedback survey campaign is quantity. A thoughtful customer feedback survey program will: Fill in the gaps of your customer profiles. Customers who do respond aren’t giving you high-quality feedback. Ask for feedback on the same channel and 2.

Metrics 210

Metrics Touchpoint Presentation Feedback 210

InMoment XI

OCTOBER 24, 2024

Healthcare: Healthcare providers can use digital customer engagement platforms to manage patient feedback , send appointment reminders, and deliver personalized information such as a care plan. Customer engagement platforms are built on the premise that you can interact with your customers wherever they are.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

Experience Investigators by 360Connext

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. AI has become a staple in major customer interaction platforms, from feedback mechanisms to customer relationship management systems (CRMs). They don’t offer reviews.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

CloudCherry

JULY 10, 2018

Another crucial touchpoint is when a concern or problem arises through a customer service or success team. The only thing worse than not collecting customer feedback is not actioning it when you do. ” It is usually a Yes/No or 5-point scale and is presented as an average of all responses. Customer Delight Score.

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

GetFeedback

JUNE 22, 2019

They are good for gathering real-time customer feedback and building customer relationships. Now we’re going to tell you exactly how to write an NPS survey question to grab your customer’s attention and get the feedback you need. Any interaction or touchpoint with your customer should be on brand. 1: make your survey personal.

NPS 304

NPS Net Promoter Score Feedback Brands 304

GetFeedback

MARCH 20, 2019

Present your survey in a way that is easy to complete and visually engaging. Identify the touchpoints that impact customers’ experiences the most. Analyze each touchpoint and identify the areas where customers are being impacted the most. Focus on convenience and ease. Final words on how to make a survey online.

Customer Journey Mapping 255

Customer Journey Mapping Net Promoter Score Customer Journey Touchpoint 255

InMoment XI

APRIL 3, 2023

In the spirit of sharing insights for those who couldn’t attend or want to revisit my key points, I’m here on the InMoment blog to briefly recap my presentation! Sometimes surveys are not the proper listening methodology for a given touchpoint. This is a critical touchpoint to understanding the buying process and competitive landscape.

Touchpoint 195

Touchpoint Customer Centricity NPS Feedback 195

CSM Magazine

APRIL 10, 2025

Make Self-Service Available Across Key Touchpoints Its important to meet customers where they are by embedding self-service options across all the platforms they use. Once your self-service offerings are present on all key touchpoints, ensure they are consistent in design, functionality, and data management.

Multi-Channel 52

Multi-Channel Call Center Touchpoint Customer Satisfaction 52

InMoment XI

JANUARY 20, 2024

Efficiency Across All Touchpoints The way consumers interact with retailers (and want to interact with them) is evolving. Analyzing Feedback to Optimize Experiences Customer feedback has always been key to optimizing retail CX. Traditionally, surveys were the primary way for collecting customer feedback.

Retail 195

Retail Customer Experience Social Media Magazine 195

Experience Investigators by 360Connext

DECEMBER 15, 2023

Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

InMoment XI

AUGUST 19, 2024

Complex Customer Journeys: Customers interact with brands across multiple channels and touchpoints, making it challenging to attribute a specific financial outcome to a single CX initiative. Fragmented Feedback Sources: Lack of a uniform view of feedback data from different channels.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Thematic

MARCH 30, 2025

The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. But collecting feedback is only half the battle. Instead, you need unified data analytics to connect every touchpoint and every voice.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Experience Investigators by 360Connext

AUGUST 11, 2020

For example, if your intention is to make it easier for your customers to do business with you, ask for feedback about the ease of working with you. Keep your listening posts open and ask for feedback. Ensure that the brand promise is built into every interaction, transaction, and touchpoint. Don’t lose that cadence.

Brands 271

Brands Touchpoint Customers Healthcare 271

Retently

DECEMBER 10, 2024

This ensures survey data flows smoothly into your broader customer data ecosystem for a fuller understanding of customer behavior and feedback. Each of these will help you select a survey tool that fits your needs and drives meaningful customer feedback. Pricing : Cost-effectiveness is essential, but so is value.

2024 78

2024 Multi-Channel NPS Feedback 78