Strativity

NOVEMBER 11, 2015

The World’s Largest CX Transformation firm, Strativity Group, named 36th fastest growing consulting firm by Consulting Magazine — founder Lior Arussy accepts SmartCEO’s Circle of Excellence Award. Strativity Group announces that it was named 36th fastest growing consulting firm by Consulting Magazine. We accept the challenge.”.

Magazine 40

Magazine Consulting 2015 Customer Experience 40

BirdEye

MAY 6, 2021

We work hard to ensure that our platform enables businesses to deliver fantastic experiences at every touchpoint and allows their customers to share their experiences on review sites and social media. Inc Magazine – Inc Magazine named Birdeye as one of the 5000 fastest growing private companies in California.

Marketing 98

Marketing 2021 Magazine 2019 98

CSM Magazine

MARCH 13, 2025

There are specific metrics that provide clarity into how your customers feel about your brand at various touchpoints. CSAT is particularly useful for evaluating short-term customer happiness and honing in on specific touchpoints. Instead of measuring overall satisfaction, it dives into individual features or touchpoints.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

ShepHyken

FEBRUARY 25, 2019

Entrepreneur) Every brand touchpoint is important. I have added my comment about each article and would like to hear what you think too. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides.

2019 92

2019 Article Customer Service Guest Experience 92

CSM Magazine

OCTOBER 22, 2024

These systems centralize data, helping businesses build stronger relationships by offering personalized experiences at every touchpoint. To provide a seamless experience, companies are adopting omnichannel strategies, integrating every customer touchpoint into a unified system.

Technology 52

Technology Customer Experience Omnichannel Touchpoint 52

CSM Magazine

DECEMBER 5, 2024

Their job is to develop and execute strategies that enhance the overall experience of your customers, ensuring every touchpoint—from first contact to post-service—is seamless, satisfying, and aligned with your brand promise. Pros : Strong focus on streamlining key touchpoints in the customer lifecycle. checkout speed, delivery times).

E Commerce 52

E Commerce E-support Leadership Touchpoint 52

CSM Magazine

FEBRUARY 3, 2025

These tools allow businesses to collect and analyze customer data across different touchpoints, leading to more personalized service. The ability to deliver consistent, high-quality support across multiple touchpoints will set them apart in an increasingly competitive market.

Omnichannel 52

Omnichannel Customer Service Touchpoint Social Media 52

ShepHyken

JANUARY 24, 2022

5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. I have added my comment about each article and would like to hear what you think too.

2022 71

2022 Article Customer Service Magazine 71

CSM Magazine

MARCH 14, 2025

By allowing shared usage, brands expand their touchpoints, as these accounts naturally bring in more users. An omnichannel loyalty ecosystem creates a unified experience across all these touchpoints, ensuring customer engagement feels seamless, no matter the channel. Its about being present and responsive at every critical touchpoint.

Loyalty 52

Loyalty 2025 Loyalty Programs Omnichannel 52

ShepHyken

MARCH 21, 2022

The Wise Marketer) Customer satisfaction is affected by all brand touchpoints, from first impressions to customer service, and impacts customer loyalty. The Five Cs of Customer Service by Call Centre Helper Magazine. Our customer service research supports the theme. Read on for the Five Cs of quality customer service.

2022 71

2022 Article Customer Service Magazine 71

CSM Magazine

FEBRUARY 6, 2025

Mapping the customer journey means identifying these touchpoints and crafting solutions to elevate their experience. During the Purchase : What barriers could prevent them from completing their purchase? Post-purchase : What are their needs after buying? Returns, additional support, or onboarding?

Roadmap 83

Roadmap Customer Service Net Promoter Score NPS 83

CSM Magazine

MARCH 27, 2025

Take the First Step Towards Efficiency Your contact center is more than just a support function; its a key touchpoint that shapes how customers view your brand. Finally, businesses benefit from cost savings, improved brand loyalty, and a stronger bottom line. Dont let hidden inefficiencies drag down your performance.

Contact Center 52

Contact Center Net Promoter Score Call Recording Average Handle Time 52

Kerry Bodine

JUNE 7, 2017

And they’re designed into all of your digital touchpoints. United Airlines did this well in its September 2015 Hemispheres magazine: “Our fresh and healthy food menu is now available to United Club members and guests at all 22 United Club locations in our seven domestic airport hubs. And if not, when?”

Airlines 73

Airlines 2015 Magazine 2014 73

BirdEye

OCTOBER 16, 2020

Magazines in waiting often are not enough to keep customers entertained. Be sure to analyze feedback from your customers at key touchpoints to make sure that your customer experience stays world-class. So it’s important to make sure that your dealership’s in-store experience goes above and beyond that of the competition.

Customer Experience 98

Customer Experience Magazine Reference Entertainment 98

CSM Magazine

OCTOBER 16, 2024

With customer service being a vital touchpoint for any business, seamless multilingual support has become essential for enhanced customer satisfaction and loyalty. However, with this opportunity comes a significant challenge: clear and effective communication with customers who speak different languages.

Customer Service 52

Customer Service Document Customer Service Representative Customer Satisfaction 52

CSM Magazine

FEBRUARY 6, 2025

These are unique phone numbers assigned to specific campaigns or touchpoints, such as: Your website (e.g., Set Up Tracking Numbers Once you’ve chosen a platform, you’ll need to create tracking numbers. main contact page vs. pricing page) Online ads (Google Ads, Facebook Ads, etc.)

Advertising 52

Advertising ROI Touchpoint Sales 52

Second to None

OCTOBER 25, 2018

Pizza Magazine Quarterly reported that 69% of internet users have ordered food online within the past year,[2] making it essential that the path to your brand for online consumers is simple and accessible. 1,2,3 [link].

Brands 63

Brands Measurement Magazine Customer Centricity 63

Chattermill

JUNE 3, 2019

How many times, in contrast, have you followed the recommendation of a friend or a positive review in a magazine or newspaper? Today, touchpoints—and data sources—have multiplied exponentially to include mobile apps, call centers, kiosks, all kinds of social media, and pretty much anytime anyone ever interacts with a screen.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

CSM Magazine

DECEMBER 17, 2024

Heres why real-time integration is a game-changer: Improved Decision-Making When every team has access to the same enriched customer dataupdated in real-timethey can make consistent and rapid decisions across various touchpoints. Customer-Centric Operations Reverse ETL enables your operations to prioritize customer needs.

E Commerce 52

E Commerce Insights E-support Customer Experience 52

customer sure

JANUARY 10, 2024

This is an interesting, much-debated topic that our CEO, Guy Letts, shared his views on with 360 Magazine recently. It’s crucial to implement an omnichannel strategy that ensures a unified and cohesive experience across all touchpoints.

Customer Experience 62

Customer Experience Net Promoter Score Social Media Omnichannel 62

CSM Magazine

JANUARY 26, 2024

The core message of Carlzon’s work revolves around managing these touchpoints to ensure positive customer experiences. This can occur during various touchpoints, such as viewing an advertisement, browsing a website, or walking into a store. Consistency : Ensure the service level is consistent across all touchpoints.

Touchpoint 52

Touchpoint Magazine Airlines Social Media 52

CSM Magazine

FEBRUARY 6, 2025

These subtle touchpoints foster brand affinity and make customers more likely to stay loyal to your company. Builds Emotional Connections When a customer uses branded merchandise that resonates with them personally, it strengthens the emotional bond with your business.

Loyalty 52

Loyalty Loyalty Programs Social Media Events 52

ShepHyken

MAY 8, 2023

The implementation requires clear objectives, high-quality data, continuous testing and refinement, transparency, and integration across all touchpoints. 8 Tips to Become a Great Customer Service Leader by BOSS Editorial (BOSS Magazine) It’s not a secret that good customer service equates to good customer experience.

Article 13

Article Customer Service Loyalty Programs 2023 13

CSM Magazine

NOVEMBER 27, 2018

Identify touchpoints. First, start with mapping out every touchpoint your customer has with any aspect of your company. Every touchpoint must be identified. Be as detailed as possible with every touchpoint. Analyze each touchpoint. At each touchpoint, look for a way to reduce friction. Details count.

Touchpoint 77

Touchpoint Books Customers Presentation 77

CSM Magazine

OCTOBER 21, 2024

Remember, a great customer experience is not a one-time effort but an ongoing commitment to improving every touchpoint that a customer has with your business. By following these tips, businesses can ensure that they deliver exceptional experiences to their customers, leading to greater loyalty and long-term success.

Customer Experience 52

Customer Experience Social Media Customer Centricity Loyalty Programs 52

CSM Magazine

JUNE 13, 2024

Optimize Digital Touchpoints In today’s digital age, online interactions often form the first impression. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals. Use data to tailor your communications and offers to individual preferences.

Customer Service 52

Customer Service Magazine Exceptional Customer Service Hotels 52

Kerry Bodine

AUGUST 14, 2020

UX folks are generally focused on designing specific digital touchpoints, like a website or a mobile app. Here are a couple of oldie-but-goodie articles I wrote for UX Magazine on the relationship between UX and CX: From User Experience To Customer Experience. They regularly, not occasionally, look beyond digital.

Webinar 83

Webinar Management Touchpoint Telecommunications 83

CSM Magazine

NOVEMBER 5, 2024

The platform integrates various customer service touchpoints, helping companies build lasting relationships with their customers. Dynamics 365 meets this need by enabling companies to handle inquiries, feedback, and issue resolutions all in one place.

Customer Service 52

Customer Service Management 2030 Omnichannel 52

CSM Magazine

OCTOBER 21, 2024

Philippine call centres are leading the way in providing integrated, omnichannel support that ensures a consistent customer experience across all touchpoints. An Aberdeen Group study found that companies with strong omnichannel strategies retain 89% of their customers, compared to 33% for those with weak omnichannel engagement.

Innovation 52

Innovation Customer Experience Omnichannel Social Media 52

CSM Magazine

MAY 10, 2024

Customer Feedback Loop Incorporate regular feedback mechanisms at various touchpoints to gauge customer satisfaction early on. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

Social Media 52

Social Media Magazine Webinar Touchpoint 52

CSM Magazine

MARCH 4, 2025

Build a Stronger Connection with Customers An efficient returns management system is more than logisticsits a critical touchpoint in your brands relationship with customers. Review and Improve Regularly analyze returns data to identify common issues and refine your workflow for better results.

Management 52

Management Transportation Retail Technology 52

CSM Magazine

FEBRUARY 3, 2025

Essentially, it serves as the first touchpoint for your customers, ensuring they receive prompt assistanceeven outside of standard business hours. These tasks include answering telephone calls, scheduling appointments, routing inquiries, and providing customers with quick answers to their most pressing questions.

Books 52

Books Customer Relationship Management Customer Relationships Touchpoint 52

CSM Magazine

JULY 12, 2024

Think customer service plus – this role means creatively stitching together every customer touchpoint to forge an unbreakable bond. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals. Also Known As.

Customer Experience Management 52

Customer Experience Management Management Customer Experience Net Promoter Score 52

BirdEye

MAY 15, 2023

Consistency Consistency means your teams know what they’re doing and have sufficient clarity to communicate the value of the business across all customer touchpoints. The company tapped into social media, magazines, and TV ads to showcase “real people” who weren’t airbrushed or altered. As an example, think of McDonalds.

Brands 98

Brands Social Media Communication Consumers 98

Currency Alliance

DECEMBER 17, 2019

incentivizing more touchpoints so that you can build emotional loyalty. A customer-first business will put the loyalty program at the heart of their data collection and customer engagement ecosystem – as the glue that binds every other product, service, or customer touchpoint together. >Data collection: integrate more touchpoints.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

CSM Magazine

JUNE 13, 2024

Summing Up The IT help desk is a crucial touchpoint that can significantly influence internal customer loyalty. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

Loyalty 52

Loyalty Multi-Channel Magazine Social Media 52

ijgolding

AUGUST 12, 2018

What customers WANT, represents the touchpoints in the customer journey that are likely to ‘exceed expectation’ – the ‘sprinkling of fairy dust’, as I often call them. This article was originally written and produced for Entrepreneur Middle East Magazine to celebrate the Customer Happiness Summit and Awards. My book, ‘Customer What? –

2013 74

2013 Customer Journey Definition Magazine 74