Forrester's Customer Insights

DECEMBER 2, 2021

With Zaklina Ber, Senior Research Associate, Forrester In 2021, we surveyed customers in five European countries about their experiences with auto manufacturers during both the purchase and service experience.

Touchpoint 26

Touchpoint 2021 Customer Experience Automotive 26

ShepHyken

DECEMBER 4, 2020

As we have seen, if you do just one thing for experience, in a vacuum, absent of strategy, you are likely to generate more dissatisfied customers than if you had done nothing. When you offer only one better touchpoint, all the other points look and feel even worse. Consider this seriously. It takes time.

Roadmap 140

Roadmap Customer Experience Airlines Travel 140

Think Customers

JULY 29, 2022

Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions. Businesses are eager to unlock insights that can help them adapt to change and reengage customers.

Apparel 59

Apparel Automotive Tourism Fashion 59

Currency Alliance

OCTOBER 12, 2021

Neither brand, however, has a mix of partners which allows me to earn points when not traveling, so in 2020 and most of 2021 with Covid-19 restricting my travel, I earned very few points. Untapped insight in your customer base. We also make it easier for any customer touchpoint to become loyalty-enabled.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Think Customers

JUNE 10, 2022

At the start of the COVID-19 pandemic, automotive sales tumbled in 2020 before surging demand and a global chip shortage sent prices skyrocketing in 2021. How did you take a customer insight from a sentiment analysis tool and act on it? I wouldn’t say that every customer experience starts with an online channel.

Automotive 52

Automotive Leadership Seminar Customers 52

Lumoa

APRIL 7, 2022

With all of this in mind, it’s clear that  measuring and tracking customer NPS is essential for any business  wanting to keep tabs on the health of its customer relationships (and improve them over time) and utilizing a customer insights platform such as Lumoa makes this a significantly more manageable task.

NPS 83

NPS Net Promoter Score Banking CEM 83

Gainsight

SEPTEMBER 8, 2020

Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. Another pressing problem plaguing customer success? How to manage and operationalize scale. . Journey Orchestrator. Gainsight PX.

Webinar 52

Webinar Customer Success Customer Journey Events 52

ChurnZero

AUGUST 21, 2020

“The name of the game for Customer Success in 2021 will be flexibility. Customers are realizing that the vendors who worked with them, made exceptions for them, and adapted to their changing needs, are their true partners. I believe significant mileage can be achieved by building customer advocates.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The functionality in loyalty systems is being broken up.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. High performers are more effective at integrating and taking action on their cross-channel customer data.

Measurement 71

Measurement 2021 Management Omnichannel 71

SmartKarrot

DECEMBER 9, 2020

The COVID-19 pandemic forced companies to cater to customer experience in a whole new aspect. Customer experience has become a top priority for businesses and more so in 2021. This is because customer experience has become the deciding factor for customers to choose whether they want to be associated or not.

2021 22

2021 Customer Experience Omnichannel 2025 22

SurveySensum

JULY 20, 2023

Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. This will help you identify touchpoints with the friction, take the required action, and improve the overall retail experience. 48% is almost half of your customers. What about your physical stores?

Retail 52

Retail Feedback 2023 Social Media 52

Currency Alliance

NOVEMBER 16, 2021

In such an ecosystem, customers can burn at any touchpoint, with any partner, and a team member can enable new redemption options with a few clicks of a mouse and no dependency on the IT department or a vendor. In 2021, traditional reward catalogs may actually be counterproductive to your customer experience.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

In such an ecosystem, customers can burn at any touchpoint, with any partner, and a team member can enable new redemption options with a few clicks of a mouse and no dependency on the IT department or a vendor. In 2021, traditional redemption catalogs may actually be counterproductive to your customer experience.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

DECEMBER 17, 2019

Top priorities remain: getting all your customer data in one enterprise CRM. incentivizing more touchpoints so that you can build emotional loyalty. being present at more stages in the customer journey. Do more with customer data in 2020. >Data >Data collection: integrate more touchpoints.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Gainsight

JANUARY 20, 2021

It provides a centralized location for customer experience data so stakeholders can see an aggregated view of customer sentiment and identify what matters to customers using advanced Natural Language Processing. . This one-stop-shop for customer insights can be incredibly useful for product-focused teams.

NPS 59

NPS Demo Feedback 2021 59