InMoment XI

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high.

Insurance 493

Insurance Tips Data Return on Investment 493

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. For brands, message relevancy and personalization are key to mitigating marketing fatigue. Consumers want brands to send fewer irrelevant messages and improve personalization.

Consumers 64

Consumers Survey Brands Marketing 64

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor. .

Automotive 260

Automotive Management Social Media Feedback 260

SurveySensum

JULY 11, 2023

Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand. This is what brands want. And this will help you to set your brand apart from competitors.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

InMoment XI

JULY 13, 2023

The poll and the subsequent discussion revealed the significant industry-wide adoption of integrating diverse data sources (other than traditional surveys) into Marketing Intelligence (MI), with the third poll showing that 81% had integrated different data sources into their reporting.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 260

Retail Customer Experience Effort Score Social Media 260

Kustomer

OCTOBER 24, 2022

While asking customers about their preferences and behaviors may seem relatively simple, many companies don’t know how to truly optimize the customer satisfaction reporting process to learn the most actionable information about their customers. Key Components of a Customer Satisfaction Report. Customer Satisfaction vs. CSAT.

Customer Satisfaction 98

Customer Satisfaction Report Net Promoter Score Effort Score 98

Lumoa

JANUARY 27, 2023

A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. Not to be melodramatic, but reports say that if your CX isn’t up to par, you could be sounding the death knell for your business. Here are a few touchpoints to consider: Social media. So what can be done?

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. What’s more, they expect brands to adapt to as their needs and expectations inevitably evolve. In light of these challenges, the 2023 Edelman Trust Barometer highlights the growing importance of trust in brand relationships.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Lumoa

JANUARY 19, 2023

Furthermore, customers remember their good and bad experiences with brands. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. What are the key touchpoints for different personas?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Experience Investigators by 360Connext

FEBRUARY 6, 2024

NPS measures how likely a customer is to recommend a brand to someone else (friends, family, colleagues). It’s also a great indicator of how customers feel about the overall brand and relationship. CSAT can be a touchpoint metric, too, meaning it helps measure specific parts of the brand experience (as does your CES).

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

CX University

NOVEMBER 21, 2020

Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers. This list goes on. The truth must be told.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Daniel Group

JULY 1, 2023

Welcome to Success Strategies | July 2023 Are You Losing Customers and Hurting Your Brand Because of Poor CX? Is poor CX causing customer loss and brand damage? In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty.

Brands 52

Brands B2B Touchpoint Effort Score 52

CX Journey

AUGUST 18, 2016

online adults say that valuing their time is the most important thing a company can do to provide them with a good experience and retain them Convenience : Companies that help consumers simplify the purchase journey have customers who are more likely to purchase their products and more likely to recommend their brand to others.

Touchpoint 80

Touchpoint Self Service Multi-Channel Fashion 80

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Briefly, the argument is that leading CX brands outperform laggards by a lot. Just fixing everything reported by customers is not necessarily the best way to proceed.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

GetFeedback

SEPTEMBER 18, 2019

The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand. 2: Customer satisfaction doesn’t predict loyalty as well as brands believe. The book states that 20% of customers who reported being satisfied also reported they intended to leave the company. .

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Investigators by 360Connext

NOVEMBER 16, 2021

Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. In many organizations, the collecting and reporting of feedback can become more important than acting on it.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

GetFeedback

SEPTEMBER 20, 2019

They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . It captures, analyzes and reports on all customer feedback—expectations, likes, and dislikes—associated with your company.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Comm100

DECEMBER 1, 2017

CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. Out of the organizations surveyed for the report, 49% generate over one billion dollars in annual revenue, and 72% have multiple contact center sites.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

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: Think proactively.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. Don’t forget to read the full report! And I agree.

Leadership 283

Leadership Culture Customer Centricity Report 283

BirdEye

JULY 10, 2023

Customers and brand ambassadors aren’t the only prospects out there who can support your business. From Instagram influencers to big-name industry leaders, partnering with like-minded brands can help you unlock valuable new opportunities. Table of contents Why do brand collaborations work?

Brands 52

Brands Fashion Social Media Retail 52

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

News & Customer Experience

AUGUST 17, 2015

We will hypothesize what expectations the customer can have towards the brand, pointing out the weakness he can see. When a customer chooses a brand in the food service industry, t he touchpoints he can meet according to the path he follows are so many and different (a complete map includes more than a hundred touchpoints).

Touchpoint 40

Touchpoint Industry Meeting Brands 40

ShepHyken

AUGUST 31, 2023

Your customer journey refers to the path that your customers take as they interact with your brand at different touchpoints. Optimize this journey, and growth is well within your grasp. The same goes for upselling—47% of companies report that 11-30% of their revenue comes from upselling. Still not sure about the link?

Customer Journeys 127

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 127

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey. Want Greater CX Success?

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

Experience Investigators by 360Connext

JUNE 16, 2020

Look beyond the touchpoint. Maybe you looked for answers on the brand’s knowledge base. Several frustrating minutes or hours later, you reached out directly to the brand via a call to the contact center or a chat on the site. Was this a win for the brand? Customers lose when brands point fingers are partners.

Effort Score 214

Effort Score How To Touchpoint Contact Center 214

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. Customer Success Salary Report: Factors Influencing CS Compensation Structure . As such, net retention is a common indicator of a successful CS team. . Measure CS Team Productivity.

Report 64

Report Customer Success Net Promoter Score Roadmap 64

Forrester's Customer Insights

FEBRUARY 4, 2021

The 2020 pandemic has forced consumers to digital touchpoints, accelerating the need for brands to up their game when it comes to digital commerce, engagement, and operations. Historically, most brands have sold through wholesale retail partner relationships and distributors. Forrester’s latest report, […].

Brands 42

Brands Management Touchpoint Retail 42

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. Every touchpoint in the customer journey is an opportunity to make a lasting impression. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase. Don’t stop with just your industry.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

GetFeedback

JANUARY 19, 2020

type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. My guess: Expedia wanted one survey to catch people after the completed experience, who may or may not have answered one of the touchpoint surveys. Effective deployment of surveys by touchpoint.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

delighted

MAY 11, 2021

A customer journey map is a visual storyline that helps you understand each engagement a customer has with your brand (from the time they become aware of your business to the time they leave). When you recognize these touchpoints, it empowers you to provide the right service at each stage. Good customer service isn’t enough.

Customer Journeys 78

Customer Journeys Loyalty Brands Strategy 78

ShepHyken

SEPTEMBER 29, 2023

Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them. A telling study by Dimension Data reported that 84% of companies that improved their customer experience saw an uplift in revenue.

Employee Engagement 135

Employee Engagement Engagement Strategy Effort Score 135