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

InMoment XI

FEBRUARY 8, 2018

This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist. View Article. As a customer-centric business, decisions should always be made based on customer benefit.

Touchpoint 200

Touchpoint Management Customer Centricity Download 200

InMoment XI

FEBRUARY 8, 2018

This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist. View Article. As a customer-centric business, decisions should always be made based on customer benefit.

Touchpoint 200

Touchpoint Management Customer Centricity Download 200

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. But what about the interactions your employees have on their own journey with your organization? 3 Key Touchpoints where Employee Experience and Customer Experience Meet: 1.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

ViiBE Blog

JANUARY 20, 2022

ViiBE Blog 5 creative ways to digitally interact with customers, increase touchpoints, and track satisfaction levels Share this article Contents Share this article Contents Digital interaction with customers is now an essential tool as online business is going through its rebirth. What are customer touchpoints?

Touchpoint 52

Touchpoint Interaction E-support Social Media 52

InMoment XI

DECEMBER 7, 2022

These various interactions along the customer lifecycle —and, more specifically, those that have the most impact on the business—are what we like to call “Moments That Matter” (MTM) in customer experience. But is the call center interaction all that matters for the customer?

Customer Experience 493

Customer Experience Call Center Touchpoint Measurement 493

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

Lumoa

JANUARY 7, 2021

In reality, there are several customer touchpoints along the customer journey where you can (and should!) Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all. Each of these customer touchpoints are important for the company to get right.

Touchpoint 83

Touchpoint Customer Journey Measurement Customer Journey Mapping 83

InMoment XI

MAY 25, 2023

In this article, we’ll discuss what designing an effective customer experience looks like, what makes it different from user experience and customer service, why it matters, the elements of customer experience design, and how to design a great customer experience from start to finish. To start, what is customer experience?

Customer Experience Design 484

Customer Experience Design Customer Experience Competitive Advantage User Experience 484

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article starts with a definition that I can live with but is not quite how I would define it. Here are my top five picks from last week.

2024 60

2024 Article Customer Service Net Promoter Score 60

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 493

Net Promoter Score NPS Customer Satisfaction 2023 493

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. It’s common for businesses to have clear standards on how employees should interact with customers. Here are my top five picks from last week.

2024 65

2024 Article Customer Service Contact Center 65

InMoment XI

JANUARY 9, 2024

B2B customer experience can refer to the interactions and overall relationship between a business and its business customers. It may also refer to a digital benchmark: your customers’ interactions on your website, mobile app, or software dashboard. What is B2B Customer Experience? Why is B2B CX Important? Customer relationships.

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This week he posted a great article about what never to say to customers. This article looks at the ways that the CES can be improved.

Article 130

Article E Commerce 2021 Customer Service 130

Experience Investigators by 360Connext

FEBRUARY 6, 2024

For this article, we’re diving into these three metrics so you have ideas on the best ways to use them. He believes organizations should now measure earned growth instead (which he explains in the article linked above). with your company, its products, services, and interactions. Customers are nuanced. How do you measure it?

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

Retently

OCTOBER 1, 2018

A standard customer journey definition describes it as all the experiences consumers go through when interacting with a brand from the moment they hear about it to the actual purchasing experience and post-purchase interactions. Also, it helps you improve all touchpoints. What Is the Customer Journey?

Customer Journey Mapping 99

Customer Journey Mapping Touchpoint Customer Journey Social Media 99

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Touchpoints vary. via Giphy.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

InMoment XI

JANUARY 10, 2023

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. This role determines the best way to collect, analyze, and act on voice of customer data at key touchpoints across the customer journey. . Let’s find out.

Customer Experience 324

Customer Experience Management Touchpoint Net Promoter Score 324

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories.

2022 64

2022 Article Loyalty Programs Customer Service 64

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In this article, we’ll look at what a Customer Experience Persona is, how to create one, and how to use it when it’s done. Define and consider the specific points of interaction between the customer persona and your brand. Is there a specific journey or group of touchpoints you want to address? What is a CX Persona?

Customer Journey Mapping 367

Customer Journey Mapping Customer Experience Customer Journey Touchpoint 367

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. 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. billion active users worldwide.

Customer Success 107

Customer Success Touchpoint Document Interaction 107

InMoment XI

AUGUST 15, 2023

In this article, we delve into the world of predictive analytics tools, their pivotal role in the customer experience industry, and why businesses can’t afford to overlook their potential. By capturing and analyzing customer data across various touchpoints, businesses gain a comprehensive view of their customers’ journeys.

Customer Experience 260

Customer Experience Retail ROI Insights 260

Inbenta

OCTOBER 20, 2020

In that context, it is of paramount importance for companies to find new or better ways to deal with the massive amount of online interactions they’re now facing. So how can a Customer Interactions Management Platform come to the rescue? And what are the benefits of automating the management of your customer interactions?

Interaction 98

Interaction Social Media ROI Reference 98

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In this article, there are four of them, and two of them are worth paying close attention to. Here are my top five picks from last week.

Article 64

Article 2023 E Commerce Customer Service 64

InMoment XI

OCTOBER 24, 2023

This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth. Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. Why Are Contact Center Analytics Essential?

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees.

B2C 529

B2C Employee Experience Culture Touchpoint 529

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are there certain employees on your team you hope your best clients will interact with? You need to read this article now!

Article 67

Article 2022 Customer Service Customer Journey Mapping 67

GetFeedback

SEPTEMBER 18, 2019

From the title of this article, it shouldn’t be a spoiler if I tell you now that we decided effortless experience is not all that matters when it comes to cultivating customer loyalty. . Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. .

Loyalty 257

Loyalty Touchpoint Books Metrics 257

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce? Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

InMoment XI

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. Authenticity should not just be a buzzword but a core value that informs all your interactions with customers. Content Creation and Management Content is a powerful tool in shaping public perception.

Brands 260

Brands Management Social Media Feedback 260

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As you read this article, think of how this relates to your business. Here are my top five picks from last week. by By Team Survaider.

Article 103

Article 2019 Customer Journey Mapping Customer Service 103

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. So, when I see an article about Nike’s CX strategy, I take notice… And you should, too!

Article 98

Article 2019 Airlines Customer Service 98

PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Contact Center: an important touchpoint where customers call for more information or assistance. Field Services: customers interact with a company in their home. Mapping your touchpoints.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

ShepHyken

NOVEMBER 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The author of this article shares her observations based on trends, not guesses, about the future of CX. How about ten years from now?

Article 114

Article 2019 Customer Service Culture 114

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. Too many companies focus on customer touchpoints.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

GetFeedback

JANUARY 12, 2020

Rather, in this article, I’ll try to help you identify the weaknesses in your customer journey that, if improved, would actually lead to improved customer satisfaction and better business performance. . Customer touchpoints vs. journeys. Read articles including one that discussed “ the best bike pumps in 2019. ” .

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221