InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. Moreover, unstructured data analytics offers a holistic view of the customer journey , capturing the entire spectrum of interactions across various touchpoints.

Customer Insights 488

Customer Insights Insights White Paper Social Media 488

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. What type of medium is used.

Touchpoint 118

Touchpoint Customer Journey B2B Customer Journey Mapping 118

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 92% of customers feel a poor service experience decreases their loyalty. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Remember: Mind your response time.

Customer Journey 83

Customer Journey Social Media B2C Omnichannel 83

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Social media vs. SEO reach.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Loyalty is Not Just for Customers article. Customer Experience Management Using Social Media BKM: Wells Fargo. Customer Experience Social Media Conversations BKM: Dell. Customer Centricity. Voice of the Customer.

Article 48

Article Customer Experience 2009 White Paper 48

Beyond Philosophy

SEPTEMBER 13, 2016

In other words, customer centricity must become a mantra, where optimum product value, provision of superior experiences at all touchpoints, offline and online word of mouth, and brand perception are critical elements of every decision. The fear, it must be acknowledged, is not baseless.

Social Media 136

Social Media White Paper Multi-Channel B2C 136