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. Address negative customer feedback promptly and professionally. Key Touchpoints : Social media ad showcasing the app’s features. User testimonials and success stories.

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

CSM Magazine

SEPTEMBER 4, 2020

Reuters Events are excited to announce the next free customer service webinar: Building the Ultimate Workforce – Train, Motivate & Empower Agents to Strengthen Customer Loyalty & Boost Revenue. Keep them trained and updated. Listen in live or pre-order the recordings direct to your inbox! And many more….

Webinar 52

Webinar Customer Service Touchpoint Loyalty 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journey Measurement. You can still register to watch the replay.) Journeys & Journey Maps.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journey Measurement. You can still register to watch the replay.) Journeys & Journey Maps.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

SurveySparrow

DECEMBER 24, 2023

A Customer Experience Survey is a systematic method businesses employ to collect and analyze feedback from their customer base. They capture feedback immediately after a specific transaction, interaction, or event. Customer journey surveys can incorporate NPS, CSAT, and CES at various touchpoints to assess the overall experience.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. How each goal will be measured for success , based on both customer feedback and operational outcomes. You want technology to enable: Customer feedback and Voice of the Customer programs. What gets funded?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. This all owed customers to passively give direct feedback and Untappd to collect the needed information for customer segmentation. The second was an internal forum to share positive customer feedback. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. Watch the webinar to get the full inside scoop! Find out the other secrets to winning these moments when you watch the webinar!

Webinar 493

Webinar Metrics Touchpoint Customer Journey 493

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. What do we want it to measure for us?

Omnichannel 83

Omnichannel Insights Customer Journey Mapping Touchpoint 83

Feedbackly

DECEMBER 2, 2022

Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy. EVI® survey can be used to measure any touchpoint in any phase of the customer journey. Watch our free EVI® Q&A webinar to find out how you can boost your sales with the help of this revolutionary CX metric.

Net Promoter Score 98

Net Promoter Score NPS Metrics Customer Journey 98

SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. Surveys and Feedback: Leverage tools like SurveySparrow to gather insights directly from your audience. 10 Measure and Iterate Usage Analytics: Track how users engage with your platform.

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX. Thanks to its expansive nature, CX strategies are constantly in flux.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Gainsight

FEBRUARY 26, 2024

Well-defined customer touchpoints are the foundation of a strong digital experience with your product. User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications. Automate renewals via digital touchpoints.

NPS 52

NPS Touchpoint Customer Journey Effort Score 52

GetFeedback

DECEMBER 2, 2019

Start with measuring your CSAT score as outlined by GetFeedback. You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. It’s up to customer-centric leaders to engage the right ways to measure, communicate and take action on it.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Gainsight

MARCH 26, 2024

In a recent webinar, Unleash the Full Potential of CS for CSMs: Getting the Most of Gainsight , we sat down with Filley to find out how she approaches Customer Success, how she goes about her day, and what amazing results look like for her. There are many different ways to measure customer health , and many disparate sources of information.

Customer Success 52

Customer Success Document Webinar Metrics 52

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. However, you should also have a feedback loop to identify when and if those engagements fall short of expectations. CSAT measures customer satisfaction.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. This feedback is both qualitative and quantitative. I started PeopleMetrics with this goal and I continue to be incredibly excited by it.

B2B 90

B2B Roadmap B2C Hotels 90

SurveySensum

NOVEMBER 18, 2021

After webinar. How do you measure it? It is the measurement of how your products and services impact customer expectations. It will be the basis that you can use to measure success in giving your customers the highest level of service you could offer. After webinar. Rating scale questions. Binary scale questions.

Customer Satisfaction 52

Customer Satisfaction Definition Webinar NPS 52

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. Measuring CES is all about making things easy for your customers. How to Measure CES Imagine a scale from “Very Difficult” to “Very Easy.”

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

SurveySensum

AUGUST 18, 2020

It is the measurement of how your products and services impact customer expectations. It will be the basis that you can use to measure success in giving your customers the highest level of service you could offer. After webinar. Let’s get into it! Rating scale questions. After product purchase.

Customer Satisfaction 69

Customer Satisfaction Webinar Touchpoint Customers 69

Solvvy

AUGUST 31, 2022

Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments. The CSAT score allows customer experience teams to measure how consumers feel about their brands and monitor changes in perception over time. What is a CSAT Score? What is CX?

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

SurveySensum

AUGUST 18, 2020

It is the measurement of how your products and services impact customer expectations. It will be the basis that you can use to measure success in giving your customers the highest level of service you could offer. After webinar. Let’s get into it! Rating scale questions. After product purchase.

Customer Satisfaction 52

Customer Satisfaction Webinar Touchpoint Customers 52

SurveySensum

SEPTEMBER 5, 2023

A positive SaaS experience facilitated by cutting-edge SaaS feedback software leads to satisfied, loyal customers who not only stay but also become your advocates. Improve the Process with Onboarding Surveys: Utilize surveys to gather feedback on the onboarding experience. Your customers feel the same way. It is a lot, right?

Insights 52

Insights Customer Experience Metrics NPS 52

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Even better, you can see how each conversation resonates through NPS and CSAT feedback. However, that’s often where it stops.

Insights 231

Insights CEM NPS ROI 231

SurveySensum

OCTOBER 5, 2020

It will tell you at what different stages you should launch customer surveys to collect feedback. . At what touchpoints and milestones should you launch feedback surveys? What is the type of feedback questions you should ask at each milestone? Take a website feedback survey . CSAT Survey. CES Survey.

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

ProProfs Chat

AUGUST 14, 2020

Takeaway: By taking these measures you ensure that your customers get round the clock services. To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. Webinar Registrations. Use the Announcement feature to inform customers that you’ve scheduled a webinar for them.

Customer Journey 116

Customer Journey Webinar Customers Brands 116

Wootric

MARCH 15, 2020

We offered to work out a plan to enable her to continue to get customer feedback during this critical time. Close the loop with customers when they offer feedback. Closing the loop can be automated when you have your feedback readily available in systems like Intercom or Salesforce. Her response was ‘That would be amazing!

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

Clarabridge

SEPTEMBER 1, 2015

First, healthcare insurance providers need to make sure they are listening to all sources of customer feedback. They can perform surveys at various touchpoints to ensure that they are seeing the whole picture. Second, it is important to aggregate all of this feedback for a big picture analysis.

Insurance 73

Insurance Healthcare CEM Call Center 73

eGain Blogs

OCTOBER 19, 2021

Engage customers via additional messaging touchpoints with pre-built connectors for WhatsApp, Google’s Business Messages, and Apple Business Chat. Optimize knowledge content and AI guidance based on observed business outcomes, user adoption and feedback. Watch all the webinar videos. Watch the video on Conversation Hub.

Contact Center 52

Contact Center Call Center Customer Engagement Webinar 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : Tier Three is all digital.

Customer Engagement 112

Customer Engagement Engagement Customer Journey Mapping Definition 112

Gainsight

MARCH 9, 2022

Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content. To succeed with digital-led customer success, it is no longer enough to use metrics only to measure the final results. But there’s a catch. .

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

Clarabridge

AUGUST 26, 2015

We recently hosted webinars featuring GE and Verizon , with discussions about activating the voice of customer in the business in order to glean insights, including best practices for getting buy-in. Delivering reports that highlight customer insights and feedback is more than just sending out an email attachment.

CEM 70

CEM Webinar Healthcare Social Media 70

BirdEye

MARCH 29, 2024

A few tactics to help you get the most from your time on Facebook real estate groups: Be active by answering questions, providing feedback, and sharing relevant listings or market news. Responsive communication Be prompt in responding to client inquiries, concerns, and feedback. Ignoring negative feedback or reviews.

Social Media 57

Social Media Sales Advertising Connections 57

Beyond Philosophy

JULY 13, 2016

Q: How does one tackle a 40-Touchpoint (or more) customer journey as it pertains to providing a consistent Customer Experience throughout all departments? EST, for more insight on how to create a customer-centric digital experience for your customers in our 30-minute webinar, “5 Steps for an Effective Customer Centric Digital Transformation.”

Customer Experience 111

Customer Experience Airlines Banking Retail 111

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : Tier Three is all digital.

Customer Engagement 87

Customer Engagement Engagement Customer Journey Mapping Definition 87

InMoment XI

OCTOBER 10, 2023

The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. By accurately measuring these metrics, businesses can transform their customer interactions, fostering loyalty and driving revenue. Frustrating, right?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

SmartKarrot

JANUARY 1, 2024

For instance, bombarding a customer with feedback requests immediately after sign-up can be counterproductive. A well-thought-out timeline, post-sign-up, for sending surveys or seeking feedback ensures that customers are in a position to provide meaningful insights based on their usage and understanding of the product.

Document 10

Document Touchpoint Metrics Webinar 10