InMoment XI

FEBRUARY 16, 2024

In this blog post, we delve into the first pillar – Strongest Signals – and explore how InMoment’s Integrated CX leverages AI and expert services to collect and connect experience data from every touchpoint in the multi-channel customer journey, forming the foundation of a holistic understanding of customer experiences.

Multi-Channel 260

Multi-Channel Touchpoint Social Media Customer Voice 260

Experience Investigators by 360Connext

FEBRUARY 4, 2019

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. Try listing all the touchpoints where your brand interacts with your customer. So what should today’s customer experience professional do about all these touchpoints? advertising. in-store interactions.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Experience Investigators by 360Connext

FEBRUARY 4, 2019

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. Try listing all the touchpoints where your brand interacts with your customer. So what should today’s customer experience professional do about all these touchpoints? advertising. in-store interactions.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

Experience Investigators by 360Connext

JULY 21, 2016

One of the most rewarding parts of being a Customer Experience Investigator™ is when a client and I gather people from all departments of their organization to map the customer touchpoints. The post Touchpoint Mapping: Discovery, Enlightenment, and A-HA! Moments appeared first on Customer Experience Consulting.

Touchpoint 165

Touchpoint Workshop Customer Journey Consulting 165

Feedbackly

MARCH 10, 2023

With Feedbackly’s survey capabilities, aiwifi makes their feedback collection offer wider and more comprehensive, allowing aiwifi’s customers to interact with their customers and listen to them across different touchpoints, beyond WiFi access.

Touchpoint 52

Touchpoint Feedback Net Promoter Score Omnichannel 52

InMoment XI

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Mapping this journey starts with the organization’s knowledge of its key customer touchpoints. Next, customers provide feedback and further input to pinpoints those touchpoints most important to them.

Customer Experience 493

Customer Experience Call Center Touchpoint Measurement 493

InMoment XI

MARCH 20, 2024

In this blog we break down the key components which remain the driving force behind their banking revolution! The collaborative effort aimed to redefine their insight strategy by incorporating competitive benchmarking, relationship surveys, and touchpoint surveys to understand customer “moments of truth.”

Customer Centricity 260

Customer Centricity Net Promoter Score Banking 2010 260

InMoment XI

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives.

Retail 260

Retail Return on Investment ROI Customer Centricity 260

Retently

OCTOBER 1, 2018

CFN Insight – A customer journey mapping tool that makes it easy to improve the customer experience, identify touchpoints, and assign the right key decision makers to act on said customer journey touchpoints. Also, it helps you improve all touchpoints. What are Customer Journey Touch Points?

Customer Journey Mapping 107

Customer Journey Mapping Touchpoint Customer Journey Social Media 107

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. More Blogs Menu. Understand and Optimize your Unique Customer Touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." 5 Tips on AI-Powered Phone Lines.

Touchpoint 78

Touchpoint Contact Center Call Center 2018 78

PeopleMetrics

MARCH 26, 2018

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. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

Optimove

DECEMBER 8, 2020

. “By combining Optimove’s multichannel orchestration engine with Dynamic Yield’s personalization platform, marketers can seamlessly create personalized and synchronized interactions across channels and touchpoints.” And even more, depends on how eager your brand is to give its customers the best possible experience.

Touchpoint 78

Touchpoint Online Experience Brands Customer Journey 78

PeopleMetrics

JANUARY 21, 2021

Customer Journey Mapping: Which Touchpoints Really Matter? What is a touchpoint in the customer journey? Which touchpoints should you include in your customer journey map? Which touchpoints should you include in your customer journey map? And more importantly, which touchpoints should you measure? sessions: [link].

Customer Journey Mapping 62

Customer Journey Mapping Touchpoint Customer Journey Workshop 62

Comm100

FEBRUARY 6, 2023

Customers typically engage with your brand on different touchpoints. You’ll be able to map their customer journey, identify the touchpoints, and provide support whenever they ask. Employees have significant value as brand ambassadors and are the only human touchpoint between your customers and your institution.

Financial 80

Financial 2023 Blog Customer Experience 80

ShepHyken

MAY 31, 2019

Make a list of all the touchpoints that your customers may have with your brand. Each touchpoint is your opportunity to make an impression, so focus on communicating your USPs at each touchpoint. The post Guest Blog: Ways to Improve Your Customer Experience Online appeared first on Shep Hyken.

Blog 117

Blog Customer Experience Touchpoint User Experience 117

Optimove

JUNE 1, 2023

At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize. Instead, customers embark on a complex journey influenced by multiple touchpoints and channels.

Customer Journey 98

Customer Journey E Commerce E-support Marketing 98

Totango

NOVEMBER 16, 2023

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. Seamlessly log touchpoints with Gmail and Outlook Gmail is the world’s largest email service provider, boasting a whopping 1.8

Customer Success 110

Customer Success Touchpoint Document Interaction 110

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. That’s the focus of this blog post. Contact Center: an important touchpoint where customers call for more information or assistance. Mapping your touchpoints.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

ShepHyken

MARCH 10, 2024

How to Identify and Improve Your Customer Journey Touchpoints by SurveyMonkey (SurveyMonkey) The customer experience is a direct result of several interactions across their journey. Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience. It’s any and every type of interaction.

Article 76

Article 2024 Customer Service Airlines 76

ShepHyken

JUNE 7, 2019

Provide a superior experience at every touchpoint. The post Guest Blog: Connect With Your Customers & Watch Your Business Grow appeared first on Shep Hyken. Hear a sniffle? Send them a get-well care package. A small, personalized gesture can lay the foundation for a long-lasting relationship. Make It Personal.

Connections 118

Connections Blog Customer Centricity Consumers 118

CX University

MARCH 4, 2024

The rise of omnichannel experiences has revolutionized the traditional customer journey, offering a seamless and integrated approach across various touchpoints. The integration of omnichannel experiences plays an essential role in delivering a consistent and cohesive CX across all touchpoints, as highlighted by PwC.

Omnichannel 52

Omnichannel Interaction Touchpoint Social Media 52

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

Touchpoint Dashboard

DECEMBER 5, 2014

In your customer experience improvement and design efforts, while it’s important to look at individual touchpoints, moments of truth, interactions, channels, etc., Blog customer experience Journey Map touchpoints' it’s more […].

Touchpoint 65

Touchpoint Customer Journey 2014 Blog 65

GetFeedback

JANUARY 12, 2020

Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Customer touchpoints vs. journeys. I haven’t used customer support yet, but that’s another obvious touchpoint.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Touchpoint Dashboard

NOVEMBER 23, 2013

Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program. Blog Experience Map Journey Map Touchpoint Map'

Touchpoint 55

Touchpoint Measurement Blog Customer Experience Management 55

GetFeedback

JANUARY 19, 2020

type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. My guess: Expedia wanted one survey to catch people after the completed experience, who may or may not have answered one of the touchpoint surveys. Effective deployment of surveys by touchpoint.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

ShepHyken

DECEMBER 20, 2019

The long-form piece delves into collecting and measuring customer feedback, building customer roadmaps, monitoring your touchpoints and applying solutions with proven success rates. The post Guest Blog: Why Customer Experience Is Essential to Your Bottom Line appeared first on Shep Hyken.

Blog 83

Blog Customer Experience Roadmap Financial 83

ClientSuccess

MAY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Valued Engagement Touchpoints. Once you have a system in place, I’d recommend defining valued engagement touchpoints.

Touchpoint 45

Touchpoint Customer Success Engagement Return on Investment 45

Touchpoint Dashboard

AUGUST 18, 2014

Several of you have asked if we could provide more examples of how others are using Touchpoint Dashboard in unique ways to support their customer experience initiatives. Blog Case Studies Experience Map Journey Map Touchpoint Map' It’s a fantastic suggestion, and we’re going to start doing that here on […].

Touchpoint 61

Touchpoint Communication Management Blog 61

Touchpoint Dashboard

JULY 15, 2014

Blog Journey Map Touchpoint Map' It’s about the Comcast customer service call from hell that tech journalist Ryan Block experienced when attempting to disconnect his cable. The call was so torturous, that Block decided to record a portion […].

Touchpoint 57

Touchpoint Customer Journey Blog Customers 57

ShepHyken

JUNE 29, 2018

Look at every touchpoint of customer contact in your business. These touchpoints are a representation of the company and should be demonstrating excellent customer service skills. The post Guest Blog: Struggling with Bad Customer Service? Employee Standards.

Social Media 82

Social Media Blog Customer Service Touchpoint 82

ShepHyken

JANUARY 11, 2019

Whether you are a small cupcake shop or a multi-billion dollar business, thinking about the specific touchpoint of receiving feedback and making the most of it should be on your agenda. The post Guest Blog: Customer Feedback Loops – 3 Examples & Strategies appeared first on Shep Hyken.

Feedback 93

Feedback Blog NPS Net Promoter Score 93

ShepHyken

JULY 29, 2016

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. The post Guest Blog: 3 Proven Ways to Personalize the Customer Service Experience appeared first on Shep Hyken. Shep Hyken. No matter how informal the channel or medium (i.e.

Blog 89

Blog Customer Service 2005 Social Media 89

Touchpoint Dashboard

AUGUST 25, 2014

Editor’s Note: Several of our clients have asked us to provide more examples of how others use Touchpoint Dashboard to support their customer experience initiatives. As a result, we’ve launched our “Share for Success” blog series. Blog Case Studies Experience Map Journey Map Touchpoint Map'

Touchpoint 52

Touchpoint Blog Insights Customer Experience 52

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. This can include challenging organizational assumptions about customer experience such as conjecture about the touchpoints customers are using based on outdated information.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

Alida

DECEMBER 9, 2016

It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint. In this blog post, we will look at why our current understanding of customer journey mapping is flawed, and how to fix it. Tap into the emotional side of the customer journey.

Customer Journey Mapping 224

Customer Journey Mapping Customer Journey Touchpoint Social Media 224

SurveySensum

JANUARY 26, 2024

From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey. Key Touchpoints : Social media ad showcasing the app’s features. Address common concerns and provide solutions through blog posts, FAQs, and webinars.

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52