InMoment XI

NOVEMBER 20, 2023

This personalization not only enhances customer satisfaction but also drives sales and fosters brand loyalty. As a result, the shopping experience is becoming more engaging, informative, and convenient, leading to higher customer retention rates and increased sales.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

GetFeedback

MAY 9, 2019

When it’s developed right and optimized, any employee should be able to understand the key touchpoints in the customer’s journey and what is related to their particular role in the CX program. In order to be successful, this coalition should represent every major customer experience touchpoint across the customer journey.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Feedbackly

SEPTEMBER 26, 2023

As customer journeys have only evolved to be more complex with an increasing number of channels and touchpoints, the complexity of customer behavior can stem from a multitude of factors. You can also identify the emotions that bring the highest sales and focus on evoking them throughout the buying journey.

Management 98

Management ROI Touchpoint Roadmap 98

Chadwick Martin Bailey

OCTOBER 7, 2020

They were determined not to miss the market sale, as many of them did for one reason or another back in ‘08/’09. New account openings were at an all-time high this past spring for traditional financial services brands and the plethora of born-online digital platforms. So where do financial services firms start?

Financial 98

Financial Touchpoint Brands 2020 98

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. As Forrester analyst Ted Schadler points out , this means if you can identify touchpoints on the digital customer journey that are leading to dissatisfaction, you can take action to fix them. Published on: June 21, 2017.

ROI 63

ROI Financial Customer Experience Net Promoter Score 63

CX University

NOVEMBER 20, 2017

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX. Comparing actual financial results of individuals and groups of customers with different CX exposures.

Financial 61

Financial Measurement Customer Centricity Article 61

ijgolding

FEBRUARY 26, 2019

Customer feedback holds the promise of telling you exactly what you need to do to retain an existing customer, just as a good sales person will find out exactly what’s needed to close the sale for each new customer. You need to start again and design your customer feedback process from the customer’s point of view. Enjoy the read!!

Feedback 85

Feedback Financial Measurement Customer Satisfaction 85

Talkdesk

DECEMBER 18, 2020

Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales. For brands with high-end items, consider a policy that implements a personal touchpoint from one of your customer care representatives shortly after the sale.

Retail 106

Retail Apparel 2020 Touchpoint 106

CSM Magazine

FEBRUARY 6, 2024

It’s not just about keeping score; it’s about enhancing every aspect of the event experience, from ticket sales to concessions, all in real-time. For instance, identifying the most popular concession items or forecasting ticket sales becomes simpler and more accurate.

Entertainment 52

Entertainment Sports Financial Events 52

Inbenta

DECEMBER 21, 2023

Horizn has also been able to establish a large customer base with leading financial institutions in the U.S., The acquisition of Horizn marks yet another milestone in Inbenta’s journey to help companies more effectively drive down customer service costs, boost sales, and improve customer experience overall.” “By Canada, and the U.K.

Interaction 52

Interaction 2023 2011 Demo 52

ReviewTrackers

MARCH 14, 2019

There is so much disruption going on in the world of banking and financial services. In banking and financial services, understanding the customer journey is essential to delivering excellent experiences. Categorize your channels and touchpoints. Reengineer your sales and marketing strategies based on customer feedback.

Banking 94

Banking Customer Journey Touchpoint Rewards Programs 94

West Monroe

NOVEMBER 20, 2023

During these moments, management teams are usually defining priorities, and of those priorities is usually to have a world-class proactive post-sales journey—but the question is how to achieve it? The mind part is more like, “We have financial metrics. How do we differentiate ourselves?”

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

West Monroe

NOVEMBER 20, 2023

During these moments, management teams are usually defining priorities, and of those priorities is usually to have a world-class proactive post-sales journey—but the question is how to achieve it? The mind part is more like, “We have financial metrics. How do we differentiate ourselves?”

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

ChurnZero

JANUARY 18, 2024

If a customer churns before the payback period is met, it’s a financial net loss. A chief customer officer is an operational role responsible for all customer-facing activity post-sale. The experts we work with suggest searching for leaders who have worked in multiple post-sale functional roles.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

Horizon CX

JUNE 5, 2023

Their primary focus on financial indicators, efficiency, and internal processes can lead to a lack of understanding regarding customer needs, desires, and pain points. Their limited exposure to specific touchpoints or reliance on aggregated data may paint an incomplete picture of the overall customer experience.

Net Promoter Score 52

Net Promoter Score Customer Centricity Touchpoint Customer Journey 52

ShepHyken

JUNE 8, 2023

So, if your customer journey is littered with poorly-optimized touchpoints, you’re going to experience high churn rates. Even if a customer continues to make a purchase after a negative experience, chances are they won’t come back. Read Shep’s latest Forbes article: Do You Know What The VERY BEST Customer Service Is?

Customer Experience 62

Customer Experience Financial Brands Customers 62

Gainsight

FEBRUARY 8, 2024

Company-Wide Alignment on Maximizing Customer Experience and Revenue Another shift in the tide comes from revenue alignment not only needing to take place between Marketing and Sales. Incentivize Performance: Implement leverage compensation plans for CSMs, aligning incentives with revenue goals to drive desired outcomes.

Customer Success 52

Customer Success 2024 Touchpoint Financial 52

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. What is Customer Journey Orchestration? Unfortunately, many enterprises under deliver.

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

Inbenta

AUGUST 18, 2023

Horizn has also been able to establish a large customer base with leading financial institutions in the U.S., The acquisition of Horizn marks yet another milestone in Inbenta’s journey to help companies more effectively drive down customer service costs, boost sales, and improve customer experience overall.” “By Canada, and the U.K.

2023 52

2023 2011 Demo Touchpoint 52

CSM Magazine

DECEMBER 10, 2021

For customers, you aim to deliver seamless digital journeys that can help customers navigate the digital sales cycle. Understand Your Employee Journey —When it comes to marketing a product, the customer journey is an integral factor in deciding which touchpoints and messages make sense for a specific customer in a specific moment.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

ClearAction

SEPTEMBER 22, 2022

Customer experience management typically revolves around touchpoints : service, personalized marketing, loyalty programs, voice of customer, design and digitalization of journey steps, and management of Detractors, Passives, and Promoters. This is the essence of a financial annuity. What’s the secret to these dilemmas?

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

Lumoa

FEBRUARY 28, 2023

Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. As they interact with your website, your sales team, or tools like a chatbot, you can capture their questions and concerns to improve your marketing and sales efforts. All you have to do is ask (and listen!).

2023 83

2023 Feedback Net Promoter Score NPS 83

ClearAction

DECEMBER 5, 2023

Likewise, for financial growth from customer experience (CX), it’s best to focus on these 4 CX metrics: CX-inspired growth CX-inspired performance CX-inspired strategies CX-inspired efficiencies These 4 metrics synchronize your value proposition and what customers get. Connect every financial outcome to customer outcomes.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

Lumoa

NOVEMBER 7, 2022

From product and service design, to support, sales and management, more and more teams are starting to harness the power of customer insights. In 2021, companies will need to focus on measuring the CX at each touchpoint along the customer journey. Fortunately, technology is keeping up with these demands.

2023 83

2023 Customer Experience Competitive Advantage 2021 83

CX University

MARCH 29, 2018

From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution. You see, the game used to center on the enhancement of “customer touchpoints,” or specific interactions between customer and company. “ From Touchpoints to Journeys: Seeing the world as customers do. Annoying right?

Customer Experience 86

Customer Experience Touchpoint 2016 Banking 86

Lumoa

JUNE 30, 2022

That’s a limited view because your customers have many different touchpoints with your product and brand over time. You can make a general case about how a great customer experience drives sales and loyalty. This will translate to financial and business metrics, which is the bottom-line impact you’re looking to have.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. But a truly healthy touchpoint meets both customers’ needs AND the business needs.

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Clarivate

JULY 18, 2018

Companies sought to optimize touchpoints in individual channels, like customer service, however, most companies did not realize the importance of seeing the customer journey as a whole. This might be fixing touchpoints that reduce the churn rate if that affects financial growth most. The Need for Artificial Intelligence (AI).

Touchpoint 40

Touchpoint Multi-Channel Financial Customer Journey Mapping 40

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. In fact, Gartner anticipates that by 2025, 80% of all B2B sales will be happening through digital channels. The pandemic has only accelerated the move online. Start with a sound e-commerce strategy.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

West Monroe

APRIL 27, 2022

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. In fact, Gartner anticipates that by 2025, 80% of all B2B sales will be happening through digital channels. The pandemic has only accelerated the move online. Start with a sound e-commerce strategy.

E Commerce 52

E Commerce E-support Multi-Channel B2B 52

SurveySensum

MAY 19, 2023

In this guide, we’re going to take a deep dive into why NPS is so important for banks and financial services, how to work it out, how to use it to get better, and more. What is NPS in banking and other financial institutions When should you launch your NPS surveys in banks? How to use NPS in banking and financial services?

Banking 52

Banking NPS Net Promoter Score Financial 52

ClearAction

MAY 14, 2024

Less pressure to show financial gains? This way, they can amplify touchpoint efficiency and effectiveness. Report forecasted top segment separately: you have to excel with them Everyone in Marketing, Sales, and Finance is focusing first on a top customer segment they’ve identified as most lucrative for this year.

Customer Centricity 48

Customer Centricity Voice of Customer Customer Insights Feedback 48

CustomerSuccessBox

FEBRUARY 7, 2022

But it limits itself to pre-sales activity and lacks a 360-degree view of the customer information. Sales Activities. Where the journey of a customer starts post-sales and all those elements of the journey are taken care of here. Touchpoints. A CRM can’t offer information on touchpoints. 360 Portfolio.

Customer Success 52

Customer Success Management Customer Relationship Management Customer Relationships 52

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. But a truly healthy touchpoint meets both customers’ needs AND the business needs.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. But a truly healthy touchpoint meets both customers’ needs AND the business needs.

Webinar 48

Webinar Management Touchpoint Customer Journey 48