InMoment XI

FEBRUARY 1, 2024

This forward-looking approach is vital for maintaining competitive advantage and fostering customer loyalty. This unified view is invaluable for creating consistent and effective customer experiences across all touchpoints. Spotlight is essential in ensuring that customer communications meet the necessary standards.

Social Media 260

Social Media Insights Metrics Loyalty 260

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. For example, a telecommunications provider might promote new mobile phones for a customer who is due for an upgrade.

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

SurveySensum

JUNE 29, 2023

Brand Example: Link Net, a telecommunication company , faced a wave of customer complaints regarding slow internet speeds and intermittent connectivity issues. Create a Seamless Customer Journey: Ensure a smooth and positive experience at every touchpoint. Recognizing the urgency, their customer service team sprang into action.

Customer Satisfaction 52

Customer Satisfaction Insights Marketing Exceptional Customer Service 52

OpinionLab

MARCH 25, 2019

To provide some insight into the current state of the CX market, and provide a bellwether of how well organizations are actually able to quantify the impact of their CX initiatives as they seek to achieve competitive advantage, Customer Think just completed a new primary research study entitled “What Drives CX Success?”

Customer Experience 74

Customer Experience Contact Center Omnichannel Retail 74

OpinionLab

MARCH 25, 2019

To provide some insight into the current state of the CX market, and provide a bellwether of how well organizations are actually able to quantify the impact of their CX initiatives as they seek to achieve competitive advantage, Customer Think just completed a new primary research study entitled “What Drives CX Success?”

Customer Experience 60

Customer Experience Contact Center Omnichannel Retail 60

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Maxie Schmidt. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Retently

APRIL 11, 2019

Every business, be it a one-man band or an enterprise, is aware that proactively listening to customers and responding to their needs can translate into a huge competitive advantage. Advantages and disadvantages of phone surveys. Phone Surveys. Example of phone NPS survey. These unavoidably imply additional costs.

NPS 78

NPS Multi-Channel E Commerce Feedback 78