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

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 tools allow businesses to create seamless, personalized experiences by understanding customer interactions across various touchpoints and channels.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

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). My client had just returned from a presentation to her executive committee. Youll identify metrics youll track to prove these outcomes, and we explain metrics more below.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

eglobalis

OCTOBER 1, 2024

By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

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

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

InMoment XI

FEBRUARY 24, 2022

The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? And eventually, how those metrics directly inform the important touchpoints in that journey. When you’re presenting a business case, the goal shouldn’t be complexity. Tip #1: Break Down Metrics.

ROI 370

ROI Metrics Presentation Webinar 370

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Many businesses embraced omnichannel solutions, with journey orchestration tools improving engagement and reducing friction across touchpoints across 2024.

2024 109

2024 2025 Omnichannel Social Media 109

InMoment XI

JULY 13, 2023

By embracing a mindset of adaptability and remaining attuned to shifting customer expectations and regulatory landscapes, organisations will be best able to meet the challenges and seize the opportunities presented by the act. What Are the Biggest Changes That You Have Made Towards Identifying Risk Amongst Your Customers?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

InMoment XI

OCTOBER 20, 2022

The importance of closing the loop with customers and gaining actionable feedback was mentioned in nearly every presentation we heard! 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

FEBRUARY 25, 2015

When we ask our clients a question like “ What are your touchpoints ?” Checking off “web site” as a touchpoint is part of the process, but it’s better to dig into the specifics of what that means. Information is presented from the company perspective. Wrong move for customers.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

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

InMoment XI

JANUARY 9, 2024

Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer. Personalized service, understanding the client’s business, and collaboration are key elements. Customization and personalization. Support and service.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Experience Investigators by 360Connext

APRIL 14, 2020

Systems, procedures, and touchpoints. What are the channels, touchpoints, and systems your customers are using? Consider three categories when gathering data for journey maps: 1) Customer feedback and emotional data; 2) Customer behavior and actions; 3) Systems, procedures, and touchpoints. Customer feedback and emotional data.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 What You Gain : By using email signature surveys in sales, you can gather feedback on your sales process, product presentations, and overall customer sentiment. That’s exactly what email signature surveys can do!

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

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.

Customer Journey Mapping 255

Customer Journey Mapping Net Promoter Score Customer Journey Touchpoint 255

eglobalis

JULY 2, 2024

The emergence of advanced data analytics and real-time feedback mechanisms presents a transformative opportunity for organizations to transcend the constraints of NPS. Segmentation and Personalization : Tailor feedback mechanisms to different customer segments to enhance relevance and effectiveness.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

OCTOBER 24, 2024

Omnichannel communication means more than just being present on multiple platforms; it’s about integrating those platforms into one unified interface to build an omnichannel customer experience. 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

GetFeedback

JUNE 12, 2019

I want to emphasize that the term customer experience encompasses all interactions, across all touchpoints of a customer’s journey and relationship with your brand. User interface focuses on the look and feel of a product—its presentation and interactivity. across the entire platform.

User Experience 329

User Experience Customer Experience Reference Customers 329

InMoment XI

OCTOBER 14, 2024

Another thing to keep in mind is maintaining a consistent order in which you present your response options. Send patient feedback surveys at key touchpoints, such as after booking an appointment or post-discharge.

2024 195

2024 Hospitality Feedback Healthcare 195

eglobalis

SEPTEMBER 3, 2024

Everyone I spoke with offered different insights into these findings, suggesting numerous reasons why the platforms fall short: Perpetuating the fallacy that one number can tell a story and seeking to impress decision makers, platforms prioritise data presentation over actionable insights, to create ‘simple reporting’.

E-support 310

E-support Consulting Demo Feedback 310

CloudCherry

JULY 10, 2018

Another crucial touchpoint is when a concern or problem arises through a customer service or success team. Measuring these various metrics with multiple tools, or between separated departments leads to a lack of focus on the touchpoints that need improvement and to a weak feedback loop through the organization. Customer Delight Score.

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. In other words, a company’s virtual assistant needs to be present across all channels.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

GetFeedback

JANUARY 16, 2019

Don’t overwhelm your audience with too many questions in your first touchpoint. Once customers answer your initial question, present them with a multiple-choice follow-up question that looks at their reasoning behind the answer. See below for how Sun Basket presents this type of survey question. Keep it short and simple.

Metrics 210

Metrics Touchpoint Presentation Feedback 210

GetFeedback

AUGUST 14, 2019

The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . Once those changes are rolled out, measure CSAT around the touchpoint of the invoice again. . This approach can be used for any touchpoint you identify as a pain point for your customers.

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. So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Customer Bliss

APRIL 6, 2017

The problem is: generating revenue has become increasingly about the customer, and the customer has so many different touchpoints with your organization. Touchpoints extrapolating + the continued importance of customer experience = silos need to become a relic. Second step: align the information being presented and discussed.

Leadership 230

Leadership Touchpoint Call Center Presentation 230

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

Experience Investigators by 360Connext

AUGUST 11, 2020

Ensure that the brand promise is built into every interaction, transaction, and touchpoint. Ensure that the brand promise is built into every interaction, transaction, and touchpoint. I even had a “trust pyramid” that I used in every single presentation that I did. Take the time to understand customers. Ingrid Lindberg.

Brands 271

Brands Touchpoint Customers Healthcare 271

Experience Investigators by 360Connext

AUGUST 17, 2021

CX meetings require thinking about the past, present, and future of the customer experience program. Celebrate the progress along the way to keep building momentum. Set Priorities by looking back, checking in, and forecasting. What’s happened: What’s been achieved? What is already prioritized? Are we meeting accountabilities?

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

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. Rating scale: Not satisfied → Very satisfied “What stood out most about the product presentation?”

Events 120

Events Feedback Interaction E-support 120

InMoment XI

JANUARY 20, 2024

Efficiency Across All Touchpoints The way consumers interact with retailers (and want to interact with them) is evolving. AI Presents Retailers With New Challenges AI is improving the way retailers interact with their customers. However, AI does present some unique challenges to retailers. By and large, this is a good thing.

Retail 195

Retail Customer Experience Social Media Magazine 195

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Quality service must be provided at every touchpoint, and individual channels must be streamlined into a single cohesive omnichannel experience.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

GetFeedback

JUNE 22, 2019

Any interaction or touchpoint with your customer should be on brand. According to Forbes, consistent brand presentation across all platforms increases revenue by 23%. Remember that 75% of customers want a consistent experience with your brand — regardless of the channel they use to contact you.

NPS 304

NPS Net Promoter Score Feedback Brands 304

Experience Investigators by 360Connext

FEBRUARY 20, 2024

This proactive approach not only increases the likelihood of repeat business but also personalizes the customer journey at (potentially) every touchpoint. Generative AI can also deliver recommended messaging based on these predictive customer insights.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270