Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Second to None

SEPTEMBER 25, 2018

Retaining your desired brand identity requires a diligent approach to self-measurement and an active ear listening to customer feedback. In addition to major moments of mistrust like what plagued the aforementioned brands, smaller betrayals throughout the customer journey can have a similar impact on your brand reputation.

Consumers 109

Consumers Brands Social Media 2010 109

Second to None

AUGUST 9, 2018

Complete extensive Customer Experience research initiatives to get an accurate depiction of whether or not you are producing consistently satisfied customers and compare that data to industry benchmarks. An organization’s NPS is a quantifiable way to measure customer satisfaction rates.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

SuiteCX

OCTOBER 22, 2015

It is critical to get all key departments aligned on your customer experience strategy. suitecx Thought Leadership: Balancing Customer Needs. suitecx ©2015, suitecx Inc. suitecx ©2015, suitecx Inc.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2015 Customer Centricity 40

Second to None

OCTOBER 9, 2018

If customers are consistently making it to the stage in the customer journey where they are selecting products to checkout, but not completing the purchase, there is something that is dissuading them from making that final decision. It is impossible to eliminate cart abandonment completely. 1,2,3,4 [link].

Online Experience 67

Online Experience Customer Centricity Voice of Customer Brands 67

Second to None

MAY 17, 2018

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Communication 86

Communication Voice of Customer Call Center Brands 86

Second to None

AUGUST 9, 2019

In recent years, as the concept of customer experience has gained more relevance, research has exemplified the compelling influence of customer emotion. Naturally, humans experience emotional responses at all touchpoints of the customer journey, making it an essential part of the discussion.

Loyalty 83

Loyalty Touchpoint Voice of Customer Brands 83

Second to None

JULY 22, 2020

A way you can test your programs’ strength and commitment to customers is through voice of consumer surveys. These surveys will allow you to collect data across the entire customer journey from when customers place their order to receiving their delivery.

Retail 114

Retail Consumers Customer Centricity Voice of Customer 114

Second to None

JUNE 14, 2018

Creating a customer journey that encourages high levels of word-of-mouth recommendations is better known as the Net Promoter Score philosophy. In fact, brands that have embraced the NPS philosophy have experienced a 50% increase in customers over six months at a 98% retention rate.[1]

NPS 66

NPS Brands Net Promoter Score Voice of Customer 66

Second to None

MAY 31, 2018

Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers. This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Second to None

AUGUST 28, 2018

Additionally, these programs can help flag moments along the customer journey that are flawed or underperforming. Reporting is an often-overlooked aspect of a mystery shopping , voice of customer survey or other CX research program. Our solutions are developed on the basis of solid research and statistical science.

Measurement 59

Measurement Voice of Customer Leadership Customer Centricity 59

ChurnZero

JANUARY 13, 2023

Ed Powers , principal consultant, Service Excellence Partners. 2023 will be a big year gaining market traction in new customer intelligence platforms. As such, leaders must engage more of their customers at scale through digital programs that support low-touch segments with a more focused approach than ever before.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Second to None

MARCH 20, 2018

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization is striving to encourage consistency within every moment of the customer journey. Our solutions are developed on the basis of solid research and statistical science.

Brands 85

Brands Social Media Voice of Customer Consumers 85

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Second to None

JULY 25, 2019

Customer effort is a measure of how easy it is for your customer to travel through the customer journey. Whether it may be interacting with employees or making a return, customers are looking for a frictionless transaction in which minimal effort is exhausted. . Measuring Customer Effort.

Innovation 80

Innovation Effort Score Travel Transportation 80

Second to None

JUNE 12, 2018

This granulized information can help leadership identify areas along the customer journey that may be underperforming, as well as point out areas of success that should be replicated. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brands 72

Brands Leadership Voice of Customer Omnichannel 72

SurveySensum

DECEMBER 14, 2023

I think the only true reason you would ever implement a voice of customer program should be to find where there is friction with your customers so that you can reduce it, that should be to make the only and true measure of a voice of customer program. So, streamline your customer journey by simplifying processes.

NPS 52

NPS Customer Experience Metrics Customer Satisfaction 52

Second to None

JULY 26, 2018

The same way that your organization strives to provide service throughout the customer journey, so too should the vendors that your organization partners with. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Insights 54

Insights Voice of Customer Brands Customer Centricity 54

Second to None

AUGUST 16, 2018

This multichannel makes it inherently more challenging to create a consistent experience across the different channels along your desired customer journey, but it also provides your brand more opportunities to wow your consumers. Our solutions are developed on the basis of solid research and statistical science.

Financial 59

Financial Measurement Brands Customer Experience 59

Second to None

SEPTEMBER 7, 2018

In the modern business-to-customer retail relationship, the first point of contact is typically made online. This means that your digital identity can play a potentially huge role in the way that consumers perceive your brand throughout the rest of the customer journey.

Brands 63

Brands Social Media Retail Voice of Customer 63

Feedbackly

MARCH 10, 2023

Feedbackly, the other partner of this collaboration, is a customer feedback platform that helps you to attract and retain more customers with automated CX software, education, consulting, and industry-leading knowledge. Feedbackly is also the only CXM solution that measures customer emotions.

Touchpoint 52

Touchpoint Feedback Net Promoter Score Omnichannel 52

Second to None

OCTOBER 23, 2018

Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey. Our solutions are developed on the basis of solid research and statistical science.

Brands 74

Brands Measurement Magazine Customer Centricity 74

Second to None

OCTOBER 16, 2018

Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey. Our solutions are developed on the basis of solid research and statistical science.

Customer Engagement 67

Customer Engagement Engagement Retail Voice of Customer 67

Second to None

SEPTEMBER 18, 2018

Typically, customers will call these helplines to resolve a specific issue and it is vital that your team is striving to reduce as much effort when completing these requests. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

Call Center 48

Call Center Net Promoter Score Voice of Customer Touchpoint 48

Second to None

MARCH 6, 2018

While this is undoubtedly providing a better value to customers, if not executed properly it can wind up negatively impacting the experience provided by, and reputation of, your organization. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Voice of Customer 67

Voice of Customer Brands Measurement Consumers 67

Second to None

AUGUST 21, 2018

This approach requires asking the NPS question multiple times throughout the customer journey, granting your team with influential information regarding each of these steps. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

Second to None

SEPTEMBER 11, 2018

Ultimately, the best retail brands are those that are striving to provide an optimized, consistent value at each point along the customer journey. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Retail 59

Retail Brands Omnichannel Touchpoint 59

Second to None

MARCH 19, 2018

Creating a leading Customer Experience requires utilizing every tool at your disposal. Every moment along the customer journey can impact the way customer’s perceive your brand, including moments in which there isn’t even a direct interaction with an employee.

Voice of Customer 59

Voice of Customer Brands 2018 Customer Journey 59

Strativity

MARCH 20, 2017

The world’s premier Customer Experience consultancy, Strativity Group, Inc., adds customer experience consultants, expanding offices into the Midwest and New England. the world’s leading customer experience consultancy, announces the addition of Andrew McInnes and David J.

2017 40

2017 Customer Journey Mapping Automotive Consulting 40

Second to None

OCTOBER 25, 2018

Measurement programs like mystery shopping can be used to ensure that customers can easily access all necessary product information, contact your team members, find a store near them and place an order within every available channel in your customer journey.

Brands 63

Brands Measurement Magazine Customer Centricity 63

Second to None

JUNE 26, 2018

As a result, it is important that luxury brands have a robust Customer Experience research and measurement program , to ensure that each team member is expertly knowledgeable and accountable to deliver exactly what customers are looking for along each step of the customer journey.

Retail 63

Retail Brands Omnichannel Fashion 63

Second to None

JUNE 29, 2018

Poor service can be poisonous to an organization hoping to improve customer retention rates, but there is no universal definition as to what makes an experience dissatisfying. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Voice of Customer 54

Voice of Customer Customer Retention Loyalty Consumers 54

Second to None

APRIL 19, 2018

Once you collect information provided by evaluators, you can pin down exactly which moments are underperforming and set up specific objectives to improve these points along the customer journey. Our solutions are developed on the basis of solid research and statistical science.

Customer Experience 54

Customer Experience Omnichannel Voice of Customer Measurement 54

Think Customers

DECEMBER 13, 2021

Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand. You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Second to None

APRIL 5, 2018

Rather than focusing more energy on either side, creating an omnichannel platform that combines these channels into one overarching customer journey can be a hugely influential step towards establishing a successful retail brand. 1,2 [link]. Our solutions are developed on the basis of solid research and statistical science.

Retail 59

Retail Omnichannel Fashion Voice of Customer 59

Second to None

JUNE 5, 2018

In doing so, you are cutting costs by limiting the need for enhanced customer acquisition programs, and instead increasing the profit you receive from the customers you have already captured. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

B2B 63

B2B 2018 Voice of Customer Loyalty 63

Wootric

OCTOBER 1, 2020

Creating a customer journey map is the first step toward designing a superior Customer Experience (CX) that drives end-user growth. Rather than rushing in and narrowly focusing on a single touchpoint to measure success, a customer journey map helps you evaluate the journey as a whole—providing a bird’s-eye view of everything. .

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Journey Mapping 52