Kerry Bodine

AUGUST 14, 2020

UX folks are generally focused on designing specific digital touchpoints, like a website or a mobile app. Here are a couple of oldie-but-goodie articles I wrote for UX Magazine on the relationship between UX and CX: From User Experience To Customer Experience. They regularly, not occasionally, look beyond digital.

Webinar 83

Webinar Management Touchpoint Telecommunications 83

CSM Magazine

APRIL 22, 2024

Also during the conversation, Sweaty Betty shared their measured approach to implementing AI within their retail business. However, the human touch will remain crucial, especially in omnichannel environments where customers interact with brands across multiple touchpoints.

Omnichannel 52

Omnichannel Fashion Events Culture 52

CSM Magazine

JANUARY 2, 2024

Predicting Customer Behavior Predictive analytics allows casinos to anticipate high roller behavior, enabling proactive measures to enhance the customer experience. By monitoring transaction patterns and detecting anomalies, casinos can implement robust security measures to protect both the customer and the business.

Customer Service 52

Customer Service Entertainment Exceptional Customer Service Loyalty Programs 52

CSM Magazine

FEBRUARY 8, 2022

There are additional non-digital touchpoints, too, like live agent customer service and ambient brand exposure. All these touchpoints must be considered to create a smooth and satisfactory customer journey experience. It also accounts for how you’ll measure success and what’s needed for a successful execution.

2022 52

2022 Multi-Channel Customer Experience Customer Centricity 52

CSM Magazine

NOVEMBER 18, 2022

Typically, VoC programs seek to understand what customers are experiencing daily, by using “listening posts” at various key touchpoints with those customers. VoC programs add another customer touchpoint with your brand in the broader customer experience ecosystem. But how do you decide when and where to listen?

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

ProProfs Chat

JUNE 28, 2019

You could either buy a magazine or ask your friend for professional advice. The number of touchpoints is also higher, Google says. That’s something you can’t control with HR software and it’s not very reliable to measure. Measure your Net Promoter Score and strive to make it higher. Customers Research More. The solution?

Customer Journey Mapping 63

Customer Journey Mapping Net Promoter Score Customer Journey Webinar 63

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

CSM Magazine

JULY 18, 2022

A customer experience map typically incorporates all the touchpoints a customer experiences. Since a company’s productivity is a measure of how efficiently they use its resources, getting the most output from the least input is the essence of business efficiency. Focusing on Quality Management.

Customer Journey Mapping 59

Customer Journey Mapping Touchpoint Customer Satisfaction Customer Service 59

ijgolding

AUGUST 12, 2018

Adopting a globally unique, science-based and methodical approach, we are measuring, impacting and sustaining happiness for the whole city.” What customers WANT, represents the touchpoints in the customer journey that are likely to ‘exceed expectation’ – the ‘sprinkling of fairy dust’, as I often call them. My book, ‘Customer What? –

2013 74

2013 Customer Journey Definition Magazine 74

CSM Magazine

SEPTEMBER 28, 2021

In the early stages of the consumer journey, a venue’s website, Google and Facebook are the most popular channels for discovery, booking and confirming COVID-19 safety measures. COVID-19 safety measures. Price Range. Opening Hours. Location/directions. How to make a booking. Discounts and promotions. Responding to reviews.

Hospitality 52

Hospitality Consumers Social Media Hotels 52

CSM Magazine

SEPTEMBER 4, 2020

Centralize and automate your entire QA process – Ensure quality performance is always being monitored, measured, trained, recognized, and rewarded to drive agent improvement & productivity. Listen in live or pre-order the recordings direct to your inbox!

Webinar 52

Webinar Customer Service Touchpoint Loyalty 52

CSM Magazine

JUNE 19, 2022

Failing to resolve in the first touchpoint. When customers get fast, intuitive, delightful experiences, companies gain measurable business benefits—including the chance to win more of their customers’ spending dollars. Customer complaints tend to fall into a handful of categories: Failing to offer timely support.

Social Media 98

Social Media Customer Relationships Poor Customer Service Retail 98

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. What is great about The Loyalty Magazine Awards is the willingness to share why each brand won their award or received special recognition – which allows us, as practitioners, to learn, and not just enjoy the gin fizz. Mastering customer data (finally).

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. As the great management thinker Peter Drucker is often quoted as saying, “If you can’t measure it, you can’t improve it.”.

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Metrics Measurement Customer Experience Net Promoter Score 85

CSM Magazine

JANUARY 11, 2023

They work to ensure that all touchpoints with customers are positive and in line with the company’s brand. Companies that understand the value of happy customers take extra steps both to make sure issues are addressed as soon as they come up and put measures in place that prevent problems before they happen.

Customer Experience Management 52

Customer Experience Management Management Customer Experience Social Media 52

CSM Magazine

AUGUST 31, 2018

Confusingly, these complete transactions are sometimes called touchpoints. Ineffective measurement of service. Being clear about what you are doing at each stage of a journey map helps you choose the right measurements for that level of the map. Measures at the level of the Customer Lifecycle or Customer Journey are required.

Customer Journey Mapping 69

Customer Journey Mapping Customer Journey Net Promoter Score Culture 69

CSM Magazine

APRIL 26, 2022

Today ContactBabel reports that nearly half of respondents choose customer satisfaction ratings as the most important measurement. The contact centre remains a key customer touchpoint and an important frontline channel for customer enquiries and transactions.

E Commerce 52

E Commerce Customer Experience E-support 2022 52

Currency Alliance

JANUARY 22, 2020

And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint. Do our teams understand how to measure potential impact and apply resources in a measured way so medium-term results are optimized?

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

delighted

MAY 31, 2019

Qualitative feedback is less about a measurement and more about collecting customer impressions and opinions. CES surveys measure how easy it is for people to accomplish their goal, while CSAT surveys measure satisfaction. Both questions can be modified to evaluate customer sentiment about specific customer touchpoints.

Net Promoter Score 46

Net Promoter Score NPS Feedback Advertising 46

Strativity

NOVEMBER 11, 2015

The World’s Largest CX Transformation firm, Strativity Group, named 36th fastest growing consulting firm by Consulting Magazine — founder Lior Arussy accepts SmartCEO’s Circle of Excellence Award. Strativity group announces that it was named 36th fastest growing consulting firm by Consulting Magazine. We accept the challenge.”.

Magazine 84

Magazine Consulting Customer Experience 2015 84

CSM Magazine

JANUARY 10, 2023

For example, if you’re running a casino or gaming business, looking at customer support logs and feedback can help you map out how customers interact with different touchpoints—a website an app, physical gaming machines—in order to provide them with the best experience possible. Gather customer feedback.

Omnichannel 52

Omnichannel Customer Service Representative Customer Satisfaction Customer Relationships 52

delighted

MAY 31, 2019

Qualitative feedback is less about a measurement and more about collecting customer impressions and opinions. CES surveys measure how easy it is for people to accomplish their goal, while CSAT surveys measure satisfaction. Both questions can be modified to evaluate customer sentiment about specific customer touchpoints.

Net Promoter Score 42

Net Promoter Score NPS Feedback Advertising 42

CSM Magazine

MAY 30, 2016

Unless you deal with hundreds of distributed touchpoints, look at your marketing and sales departments – this is where your CXM supervisors are at. The research by Clarabridge shows that customer experience management rests on four pillars of customer feedback, analytics, actions and dynamic measurement of customer satisfaction.

Customer Experience Management 64

Customer Experience Management Management Customer Experience Customer Journey Mapping 64

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. She’s also a contributor to Forbes , the Harvard Business Review and Hemispheres Magazine. Angus Yang. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CSM Magazine

SEPTEMBER 7, 2016

If you want to make sure that you don’t join their ranks, you must make customer service a priority today, and do so at every touchpoint in which consumers come in contact with your venture. You may need to test and measure this window of time to see what period works best for you. Offer Incentives.

Poor Customer Service 56

Poor Customer Service Reference Touchpoint Customers 56

CSM Magazine

FEBRUARY 20, 2018

This includes being available at the times and touchpoints customers use; training your team better; and making more comprehensive information available to consumers. Take Measures to be PCI Compliant. However, all of this can be for nothing if you lose client trust because your database or other company systems get hacked.

Measurement 40

Measurement Banking Touchpoint Information 40

Strativity

NOVEMBER 11, 2015

The World’s Largest CX Transformation firm, Strativity Group, named 36th fastest growing consulting firm by Consulting Magazine — founder Lior Arussy accepts SmartCEO’s Circle of Excellence Award. Strativity Group announces that it was named 36th fastest growing consulting firm by Consulting Magazine. We accept the challenge.”.

Magazine 40

Magazine Consulting 2015 Customer Experience 40

CSM Magazine

OCTOBER 6, 2015

Hitachi also uses Touchpoint, to measure customer satisfaction for its retailers. It uses Feefo to share customer feedback, allowing customers to make informed decisions about its service. It also uses the information to constantly improve its service levels. The lender currently has a 98 per cent customer satisfaction rating.

Feedback 40

Feedback 2013 Retail Social Media 40

Second to None

OCTOBER 25, 2018

As your pizza brand grows, it is essential that your team measures the effort it takes for customers to visit and navigate your site, place an order, execute delivery and pickup orders in addition to the traditional parameters that influence an excellent pizza brand experience. 1,2,3 [link].

Brands 63

Brands Measurement Magazine Customer Centricity 63

CSM Magazine

MAY 19, 2023

At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression. Consistency Consistency is vital for delivering a cohesive customer experience across multiple touchpoints.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52

Currency Alliance

JUNE 11, 2019

If they can bridge customers to their merchant partners, via proprietary digital environments where customer behaviors can be measured and incentivized, the full potential of these advantages will become unleashed. Your payment card may register at dozens of online and offline touchpoints every day. Banks already have all the above.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

eGain Blogs

JUNE 1, 2021

eGain Analytics™ helps supervisors easily measure performance at the queue and agent level and make changes in real-time to optimize contact center operations. Leverage an omnichannel knowledge hub across all customer touchpoints, including self-service, so that there is a single right answer for any given customer query. KEY FEATURES.

Management 52

Management Contact Center Average Handle Time Magazine 52

eGain Blogs

JUNE 1, 2021

eGain Analytics™ helps supervisors easily measure performance at the queue and agent level and make changes in real-time to optimize contact center operations. Leverage an omnichannel knowledge hub across all customer touchpoints, including self-service, so that there is a single right answer for any given customer query. KEY FEATURES.

Contact Center 52

Contact Center Average Handle Time Magazine Healthcare 52

BirdEye

NOVEMBER 30, 2023

Traditional marketing for law firms typically leverages the following channels: Print ads in newspapers, magazines, etc. Measure and adjust your strategy based on performance metrics and client feedback. Both approaches have pros and cons, so let’s break them down. What is an example of legal marketing?

Marketing 109

Marketing Social Media Workshop Events 109

SurveySparrow

MARCH 21, 2023

Customer Satisfaction Score (CSAT): CSAT measures the satisfaction scores of customers based on their interaction with your organization. It is typically measured with the help of surveys that customers receive after buying your product or interacting with a support agent. Which industry magazines do they follow?

B2B 52

B2B Customer Experience B2C Social Media 52

CSM Magazine

FEBRUARY 22, 2023

These personas can serve as guidelines when designing new experiences and touchpoints along the customer journey. Identify Touchpoints : Carefully consider every single interaction point between the customer and your brand – including website visits, emails, social media posts, phone calls etc.

Customer Experience 52

Customer Experience Rewards Programs Omnichannel Touchpoint 52

Currency Alliance

DECEMBER 17, 2019

incentivizing more touchpoints so that you can build emotional loyalty. A customer-first business will put the loyalty program at the heart of their data collection and customer engagement ecosystem – as the glue that binds every other product, service, or customer touchpoint together. >Data collection: integrate more touchpoints.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64