InMoment XI

JANUARY 10, 2024

Upholding this reputation ensures that your services deeply connect with and satisfy the needs of those pursuing exceptional care for their loved ones. It’s vital to define clear messaging that resonates with this audience, conveying the essence of your care services consistently across all touchpoints.

Strategy 260

Strategy Management Social Media Feedback 260

NobelBiz

MARCH 12, 2024

By breaking down silos and integrating data from various touchpoints, Unified CXM enables businesses to meet customers where they are and anticipate their needs effectively. It prioritizes consistent, personalized experiences across channels and touchpoints. Table of Contents What is Unified Customer Experience Management?

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Blake Morgan

AUGUST 15, 2023

It boils down to their customer focus which builds trust, empathy, and genuine connection. This pragmatic approach ensures that every interaction, every touchpoint, is documented and used to enhance the customer journey. A staggering 50% of their members originate from existing member referrals.

Customer Experience 52

Customer Experience Case Study Hospitality Innovation 52

Maru Group

JUNE 5, 2023

It is a crucial touchpoint on the journey providing an opportunity to drive loyalty through the brand experience. The role of staff is a vital brand touchpoint. Connected Staying connected with fast, free, accessible Wi-Fi and charging ports for all devices. Learn more

Airlines 52

Airlines Travel Touchpoint Case Study 52

Experience Investigators by 360Connext

JUNE 30, 2020

Connection, in all its forms, is still critical. For a great case study on resilience, check out this SAPPHIRE CX session with Audrey McNichols from SAP and Dinesh Sambamoorthy from Meijer.). “ Covid19 crisis has changed the meaning of term accessibility, today accessibility means connectivity.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Connection, in all its forms, is still critical. For a great case study on resilience, check out this SAPPHIRE CX session with Audrey McNichols from SAP and Dinesh Sambamoorthy from Meijer.). “ Covid19 crisis has changed the meaning of term accessibility, today accessibility means connectivity.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

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. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

CXApp

JULY 31, 2018

The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized? What are the most popular “mobile-powered” customer experience touchpoints that are part of this digital evolution? It’s not that brands or organizations necessarily want to make the jump, it’s more that they have to.

Touchpoint 40

Touchpoint Case Study Communication B2C 40

CXApp

JULY 31, 2018

The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized? What are the most popular “mobile-powered” customer experience touchpoints that are part of this digital evolution? It’s not that brands or organizations necessarily want to make the jump, it’s more that they have to.

Touchpoint 40

Touchpoint Case Study Communication B2C 40

SurveySensum

JANUARY 26, 2024

From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey. Utilize storytelling to create an emotional connection with your audience. Key Touchpoints : Social media ad showcasing the app’s features.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

Feedbackly

OCTOBER 30, 2023

A CX program aims to improve every touchpoint in the buying journey to ensure customers receive a seamless and rewarding experience. Clients will find the transition from one touchpoint to the other consistent and effortless. Firstly, it fosters a conducive environment for customers to shop in, whether it’s digital or in-store.

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

Kustomer

AUGUST 28, 2023

Kustomer Reacts: The hotel’s actions showcase their dedication to customer satisfaction and care, resolving an issue but also building an emotional connection with the young boy and his family. Every conversation you have with a customer should be meaningful – and this story highlights how important that really is.

Customer Service 52

Customer Service Airlines Hotels CRM 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.

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

Education Services Group

JULY 5, 2023

But that requires careful connection building throughout the entire lifecycle. Touchpoints vary depending on how well you’ve established a rapport with your customer. Pass these leads to Marketing for case studies, testimonials, referrals, and other fun stuff that makes their lives easier.

Customer Journeys 52

Customer Journeys Loyalty Touchpoint Customer Success 52

Second to None

OCTOBER 19, 2020

Community: Do your employees feel like they belong and they’re part of a connected community? Employees who connect to the company’s mission and vision feel a sense of purpose within the brand. Case Study: learn how we helped Whole Foods evaluate operational and service elements and enhance the in-store experience for customers.

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

CustomerSuccessBox

FEBRUARY 25, 2022

As a result, demonstrating how you can rethink client connections can assist them in closing the purchase. Real-life case studies might help you prove your point. Do your homework and offer vendor case studies that highlight how their clients have achieved tangible benefits for their customers.

Software 52

Software Customer Success How To Case Study 52

Beyond Philosophy

JULY 17, 2017

Some companies get it and they’re creating an emotional connection that brings them loyal fans. Build-A-Bear: Emotional Touchpoints and Memories. It’s these kinds of moments that create memorable emotional touchpoints that enhance a customer’s experience. Case Study: Enhance Your CX with This Technology.

Technology 133

Technology Touchpoint Case Study Consulting 133

SurveySensum

MAY 12, 2022

Call disruptions, call forwarding to the voicemails, difficulty connecting with the right person in case of an organization, misunderstanding or misrepresentation of data or speech, and the introduction to quick and simple online surveys had been some of the reasons why CATI surveys started getting low response rates. .

Survey 52

Survey Case Study Customer Satisfaction Feedback 52

ChurnZero

DECEMBER 10, 2019

ConsumerAffairs is an online marketplace that helps connect consumers with the best companies across hundreds of categories. These insights provide timely notifications when health scores change or when important customers require a touchpoint. . Read the complete case study here. .

Case Study 75

Case Study Analysis Touchpoint Customer Insights 75

ChurnZero

JANUARY 26, 2022

The ChurnZero integration with HubSpot allows users to understand the intricacies of how customers use your product and more accurately assess whether or not they are likely to renew, all while offering them the most personalized customer experience possible with relevant touchpoints. 3. Reach Customers at the Peak of their Engagement.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

Totango

MAY 5, 2021

Asking promoters to participate in a case study, serve as a reference, or speak at an event. Is there a connection between using older software and lower satisfaction? Gauge the effectiveness of your customer education touchpoints . Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

Measurement 118

Measurement Effort Score Customer Experience Data 118

Stella Connect

MARCH 8, 2018

Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. Before signing up with Stella Connect, Craig needed to develop a business case internally. Driving Service Performance. Staff attrition is a challenge facing every contact center team.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. Before signing up with Stella Connect, Craig needed to develop a business case internally. Driving Service Performance. Staff attrition is a challenge facing every contact center team.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

ShepHyken

DECEMBER 4, 2020

Similarly, when we talk about the danger of creating the wrong overall experience, we are talking about experiences that are not connected. When you offer only one better touchpoint, all the other points look and feel even worse. Customer Experience Roadmap Case Study. Wrong Customer Experience. Consider this seriously.

Roadmap 140

Roadmap Customer Experience Airlines How To 140

SurveySparrow

JUNE 20, 2023

1: SurveySparrow SurveySparrow is a versatile Voice of Customer program that offers a range of survey solutions to collect and act on feedback across various touchpoints. Signup for Free 14-Day Free Trial • No Credit Card Required • No Strings Attached VoC Case Study: SAMA Educational Co. Sign up below to try it out.

Voice of Customer 52

Voice of Customer Customer Journeys Omni-Channel Strategy 52

Beyond Philosophy

JULY 7, 2022

With specific problems, and despite AI bots’ improvement, humans are better at making those soft connections between things. First, we covered a case study about Nissan in the Middle East that found a way to change how people shopped for their cars to an online experience. We touched on these topics before.

Retail 161

Retail Online Experience Interaction Case Study 161

SurveySparrow

NOVEMBER 28, 2019

NGCX promotes insightful sessions and workshops for CX enthusiasts looking for innovative transformations to deliver a flawless experience for customers at every touchpoint. Here, you get a chance to connect and engage with the best and leading CX experts of the era. CXS is yet another customer experience conference to look forward to.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

GlowTouch

APRIL 16, 2021

Convert customer conversations into structured cases: The past is often prologue; you don’t need Shakespeare to see that. Previous customer conversations can be leveraged into case studies that inform future questions, providing the service team with a guidebook. About GlowTouch. Tonya Morgan.

Industry 52

Industry Trends Software Return on Investment 52

ChurnZero

JANUARY 26, 2022

The ChurnZero integration with HubSpot allows users to understand the intricacies of how customers use your product and more accurately assess whether or not they are likely to renew, all while offering them the most personalized customer experience possible with relevant touchpoints.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

BirdEye

MAY 3, 2023

A marketing channel is any platform that allows you to connect and communicate your brand’s message with your target audience. B2C marketing channels that help you sell to or connect with individuals are social media channels, paid ads, email marketing, SMS campaigns, direct mail, and mobile marketing. Enter the world of SEO.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Totango

OCTOBER 20, 2020

Asking promoters to participate in a case study, serve as a reference, or speak at an event. Is there a connection between using older software and lower satisfaction? Gauge the effectiveness of your customer education touchpoints . Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

Measurement 84

Measurement Effort Score Customer Experience Data 84

Confirmit

MARCH 12, 2020

The importance of emotional connections may not dominate the CX space, but emotions are the keystone to human decision making. A logical extension of the importance of nurturing an emotional bond with customers is the need for empathy and a human connection. Blanket key touchpoints vs. over-surveying and reducing response rates.

Self Service 69

Self Service Trends Metrics Measurement 69

Hero Digital

OCTOBER 5, 2019

With online review sites such as G2 and professional networks like Spiceworks for IT professionals, today’s B2B marketers have a plethora of low-cost ways to connect with their customers and engage in social listening. However you connect with your customers, you need to be laser-focused on asking the right questions.

B2B 40

B2B Touchpoint Multi-Channel Strategy 40

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

SurveySparrow

NOVEMBER 28, 2019

NGCX promotes insightful sessions and workshops for CX enthusiasts looking for innovative transformations to deliver a flawless experience for customers at every touchpoint. Here, you get a chance to connect and engage with the best and leading CX experts of the era. CXS is yet another customer experience conference to look forward to.

Conference 52

Conference Customer Experience Customer Journeys Omni-Channel 52

ENGAGE.cx

AUGUST 18, 2015

Understand, the customer experience is no longer just about the product, rather the emotional connection is the core of the interaction. In our latest case study, we’re helping one of our favorite customers, Rock/Creek , do just that. Do you have the tools available to create a memorable brand experience for your customers?

Strategy 40

Strategy Customer Experience Case Study Study 40