Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. What is Customer Journey Orchestration?

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Customer Journey Touchpoint Interaction Customers 128

inQuba

JANUARY 13, 2022

Successful value delivery across these dimensions will result in business profitability and boosted market share (1). Failure will result in the alternative – poor value delivery, churn, profit slumps and reduced market share. Are insurance clients terminating due to poor brand factors, or is it a channel failure? Book a demo.

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2022 Multi-Channel Touchpoint Customer Journey 52

inQuba

MAY 16, 2021

Successful value delivery across these dimensions will result in business profitability and boosted market share (1). Failure will result in the alternative – poor value delivery, churn, profit slumps and reduced market share. Are insurance clients terminating due to poor brand factors, or is it a channel failure?

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2021 Multi-Channel Webinar Touchpoint 52

inQuba

MARCH 22, 2023

4/ It’s an incomplete picture Markets are made up of individuals. NPS is a snapshot at a point in time and doesn’t consider broader variables like demographics, changes in customer behaviour and shifting market trends. Are insurance clients terminating due to poor brand factors, or is it a channel failure?

Net Promoter Score 52

Net Promoter Score NPS Customer Journey Measurement 52

Quadient

JULY 25, 2022

Current state journey map example (Insurance prospect): Learn how your prospects experience your company by mapping their current touchpoints to a sale and identifying reasons for drop off. Comprehensive visualization lets every employee experience a journey as a customer does, linking each touchpoint of the lifecycle in a global map.

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Customer Journey Mapping Customer Journey Touchpoint Customers 52

Optimove

JANUARY 16, 2024

In addition, we are honored by our partners, employees, and investors who have been instrumental in helping Optimove create the first Customer-Led Marketing Platform to uphold our promise: to unleash brands’ full potential so they can gain their customer’s loyalty for life.

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Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. By Steve Offsey. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

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Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Kustomer

JANUARY 20, 2022

And that’s really where I got my taste of business and customer experience because I kind of realized through those sales interactions, just all the different touchpoints, significant as well as subtle, that really influenced people’s behavior, in terms of purchasing a product or service from you, repurchasing, referring you to others.

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ROI Books Customers Definition 143

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. Where: London, UK.

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2017 Events Customer Experience Customer Journey Mapping 50

Pointillist

JANUARY 19, 2022

Perhaps marketing captures social media engagement, the contact center measures agent transfers and first contact resolution, and the mobile product owner tracks completion rates. Typically, customer feedback is only measured in aggregate, by segment or after isolated transactions at individual touchpoints.

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Customer Journey Measurement Net Promoter Score Metrics 75

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. What’s better than acquiring one new customer?

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Customer Retention Loyalty Programs Customer Journey Loyalty 110

Currency Alliance

APRIL 15, 2024

They’re a low-cost incentive compared to other forms of incentives such as discounts, cashback, affiliate marketing offers, or paying for search traffic from Google. That is why Walmart might collaborate with fuel retailers, insurance companies, travel agencies, pharmacies, or construction hardware companies.

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Loyalty Programs Loyalty Airlines Banking 52

Currency Alliance

DECEMBER 7, 2021

There certainly are important topics (trends maybe) that are getting a great deal of attention from loyalty marketers, and we will list them below, but knowing what is becoming popular in one part of the world, or in a specific industry, shouldn’t have much influence on what your company should focus on in 2022.

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Currency Alliance

NOVEMBER 14, 2018

First, it gives marketers a basic grounding in economics which can directly impact on your loyalty strategy, complete with real-world examples of brands putting the theory into practice. A successful market depends on shared space. A guy in a field with a cow for sale does not a cattle market make. Markets work better at scale.

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Loyalty Loyalty Programs Travel Hotels 45

Experience Matters

APRIL 7, 2015

It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. We brought the industry’s first customer engagement hub to market. Confirmit. The launch was followed by the introduction of Confirmit Horizons Version 18.5

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2015 Multi-Channel 2014 CEM 97

Lumoa

APRIL 24, 2018

Sue Duris Customer Experience and Digital Marketing Consultant. Plus, NPS samples are insufficient i.e. of the total customer base how many responses would we need across a range of touchpoints to make NPS statistically valid? Ted Rubin Leading Social Marketing Strategist, Keynote Speaker, Brand Evangelist.

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NPS Net Promoter Score Metrics Effort Score 135

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Some of these tools have millions of loyal users; others are newcomers or vertical market players. Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Powerful Email Marketing Automation Tool.

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Customer Engagement Engagement Social Media Omnichannel 42

Currency Alliance

FEBRUARY 10, 2020

The multi-brand coalition model, in which most of the value can be realized by a grocer, has only partially taken hold in the UK, Canada, Australia and a few other markets. Some supermarkets think they can’t afford this kind of loyalty marketing (more commonly associated with the travel sector ), due to their low margins.

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Loyalty Programs Loyalty Hotels Travel 52

Michel Falcon Experience

JULY 17, 2015

When you file your insurance papers for your car, you are receiving customer service. Whether your own company’s customer experience has 4, 8, or even 10 touchpoints doesn’t matter. It’s better than any marketing campaign and better than any sales strategy—and it’s definitely better than PR. Customer service is about actions.

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Reference Employee Experience Wireless Customer Experience 60

Currency Alliance

JUNE 11, 2019

In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. This could also prove a great boon for SMEs which make up most of the merchants in a bank´s network, and which have been locked out of sophisticated marketing programs because alone, they lack economies of scale.

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Banking Loyalty Consumers Loyalty Programs 40

Bold360

DECEMBER 1, 2016

Anna Morrish is a freelance writer and marketing consultant specializing in business software and IT. He also oversees its digital marketing and user acquisition strategies. This, then, includes things such as tone of voice, other marketing messages, CSR, etc. CX is a mixture of customer services and marketing.

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