Touchpoint Dashboard

AUGUST 25, 2014

Editor’s Note: Several of our clients have asked us to provide more examples of how others use Touchpoint Dashboard to support their customer experience initiatives. We’re pleased to share another insightful use case here. Blog Case Studies Experience Map Journey Map Touchpoint Map'

Touchpoint 52

Touchpoint Customer Journeys Case Study Study 52

SurveySensum

FEBRUARY 7, 2024

Ask the right questions to the customers at the right touchpoint. In simple terms, unlike traditional point-in-time surveys, journey-based surveys focus on capturing feedback at various touchpoints throughout the customer journey. Well, I’ve always emphasized it. Otherwise, the feedback may lose its authenticity.

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint Retail 52

InMoment XI

MARCH 27, 2024

Another way to leverage customer feedback is to highlight positive customer testimonials, case studies, and success stories on your website, social media channels, and marketing materials. This can serve as a valuable customer service touchpoint in the buyer’s journey.

Automotive 260

Automotive Management Social Media Feedback 260

SurveySensum

NOVEMBER 28, 2023

Analyze & Utilize Customer Feedback Effectively – Request a Demo Now , let’s talk about it through the case study of one of the automotive clients, I recently worked with, who was facing similar problems. Step 9: Personally thank customers who provided feedback and update them on the changes you’ve made.

Automotive 52

Automotive NPS Feedback Case Study 52

ShepHyken

APRIL 14, 2024

Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. They have built an incredibly huge base of loyal customers.

Net Promoter Score 73

Net Promoter Score Loyalty Programs Customer Service Ecommerce 73

InMoment XI

FEBRUARY 12, 2024

Define Your Customer Touch Points Start by mapping out all the touchpoints where your customers interact with your business. You can also dive into case studies, whitepapers, and expert insights to gain valuable knowledge on how to leverage this cutting-edge approach to enhance your bottom line.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

InMoment XI

JANUARY 10, 2024

It’s vital to define clear messaging that resonates with this audience, conveying the essence of your care services consistently across all touchpoints. Explore their track record, focusing on case studies, client testimonials, and online reviews related to senior care facilities.

Strategy 260

Strategy Management Social Media Feedback 260

Alida

DECEMBER 9, 2016

It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint. The same goes for uncovering touchpoints and key channels along the customer journey. Use feedback to discover what customers are doing at each stage and how they move along the customer journey.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

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

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 67

Customer Service Loyalty Programs Contact Center Financial 67

SurveySparrow

JULY 4, 2023

It enables businesses to create personalized, seamless, and memorable experiences at each touchpoint, fostering customer satisfaction, loyalty, and advocacy. To stand out from the competition, businesses must craft a seamless and personalized journey that resonates with their audience at every touchpoint.

Customer Journeys 52

Customer Journeys Customer Experience Touchpoint Chatbots 52

Blake Morgan

AUGUST 15, 2023

This pragmatic approach ensures that every interaction, every touchpoint, is documented and used to enhance the customer journey. Inspirato’s ability to track and manage its customer relationships is innovative, employing Salesforce as a real-time tracking mechanism from the very inception of its business model.

Customer Experience 52

Customer Experience Case Study Hospitality Innovation 52

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. Key Touchpoints : Social media ad showcasing the app’s features. Key Touchpoints : In-depth app features and benefits are explained on the website.

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

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. Airlines can differentiate their offer through their airport lounges. Connected Staying connected with fast, free, accessible Wi-Fi and charging ports for all devices.

Airlines 52

Airlines Travel Touchpoint Case Study 52

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

ClientSuccess

FEBRUARY 15, 2022

This first touchpoint with a candidate only needs to last approximately thirty minutes and should serve as a brief introduction between your organization and the candidate. Here are five steps to an effective Customer Success interview process: 1. Exploratory Discussion. Customer Success + Marketing.

Customer Success 81

Customer Success Case Study eBook Touchpoint 81

Customer Bliss

AUGUST 18, 2020

One of the most prominent shifts in customer behaviour has been the heavy reliance on digital touchpoints to interact with brands. Hire People Who Will Make Your Company Unforgettable: A Case Study. For a more quantitative assessment, you can also get them to take one of these EQ tests. Assess Their Tech Skills.

Customer Service 252

Customer Service Case Study Customers Interaction 252

Clarivate

JANUARY 29, 2019

Customer Case Studies: As you can see, half of the top 10 are case study webinars where our customers are discussing the progress, issues, and results that happened in their company when they worked with CustomersFirst Now on mapping their journeys and focusing on improving their CX. Top CX Themes. Gaining CX Buy IN.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

Education Services Group

JULY 5, 2023

Touchpoints vary depending on how well you’ve established a rapport with your customer. From complex enterprise-level discussions to quick, digital touchpoints and everything in between, CSMs talk the talk and walk the walk so customers end up signing on the dotted line again. Some users’ enthusiasm may be waning.

Customer Journeys 52

Customer Journeys Loyalty Touchpoint Customer Success 52

SurveySparrow

AUGUST 30, 2023

Practical Techniques Gain access to practical techniques and tools that can be implemented across various touchpoints. The best books include case studies that spotlight successful customer experience implementations. These books offer actionable steps to elevate your CX game. Read Here: Amazon 6.

Customer Experience 52

Customer Experience Roadmap Case Study Loyalty 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

Confirmit

NOVEMBER 16, 2020

Cromwell established a multi-touchpoint VoC program to better understand customer expectations. PennyMac embedded and expanded a VoC program across its business to covers multiple touchpoints, including website, customer communications, and customer service call center. Voice of the Customer Voice of the Employee Case Studies eBooks.

Insurance 52

Insurance Case Study Touchpoint eBook 52

SurveySensum

DECEMBER 25, 2023

Surveys right after a touchpoint? Let’s delve deeper into this with a detailed use case from a retail fintech company I’ve recently collaborated with. Let’s delve deeper into this with a detailed use case from a retail fintech company I’ve recently collaborated with. It’s all about timing.

Retail 52

Retail Survey NPS Effort Score 52

Experience Investigators by 360Connext

JUNE 30, 2020

For a great case study on resilience, check out this SAPPHIRE CX session with Audrey McNichols from SAP and Dinesh Sambamoorthy from Meijer.). As virtual channels become our primary touchpoint, we cannot simply replicate the analog experience online. The convenience of shopping online for delivery became an essential service.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

For a great case study on resilience, check out this SAPPHIRE CX session with Audrey McNichols from SAP and Dinesh Sambamoorthy from Meijer.). As virtual channels become our primary touchpoint, we cannot simply replicate the analog experience online. The convenience of shopping online for delivery became an essential service.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Kustomer

AUGUST 28, 2023

As we’ve seen through these case studies and insights, being authentic, empathetic, and proactive can lead to unforgettable experiences that capture the hearts and minds of customers and the online community. Viral customer service moments have the power to make or break a brand’s reputation.

Customer Service 52

Customer Service Airlines Hotels CRM 52

Maz Iqbal

NOVEMBER 11, 2014

This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something. It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. What might these paths be? One there is the lets suck less path.

Travel 107

Travel Case Study Customer Experience Leadership 107

Hello Customer

FEBRUARY 6, 2020

They have many important touchpoints in the customer journey, but one of the most crucial ones is when the control room is notified that an alarm is going off. Interested in reading the full case study? In a fiercely competitive space like security customers demand the best, especially when their safety is involved.

Effort Score 88

Effort Score Marketing Case Study Analysis 88

Beyond Philosophy

JULY 17, 2017

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. Digital technology can enhance the customer experience. But it’s only part of the equation.

Technology 133

Technology Touchpoint Case Study Consulting 133

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

Confirmit

APRIL 5, 2017

This case study demonstrates how B2B International has worked with Wolseley UK to seek the views of over 15,000 customers about the service and support provided by every Plumb, Parts and Drain Center branch or training facility. Voice of the Customer Market Research Case Studies.

B2B 40

B2B Case Study Touchpoint Study 40

Confirmit

MARCH 1, 2018

In this case study, you’ll learn: How W5 worked with eir Large Business to build a multi-touchpoint program to capture feedback at critical points in the customer lifecycle. Voice of the Customer Market Research Case Studies.

B2B 40

B2B Case Study ROI Touchpoint 40

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 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

CustomerSuccessBox

FEBRUARY 25, 2022

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. Maybe proving product value might help! The 6 Steps to the C-Suite Leaders Engagement.

Software 52

Software Customer Success How To Case Study 52

SurveySensum

DECEMBER 15, 2023

So, let me explain the process, benefits, and amazing results of drop-off surveys with a case study of an NBFC I recently worked with. Use-Case Inside: Non-Banking Financial Company The Challenge A prominent NBFC company was on a mission to improve its retention rate and lower its customer churn rate So, what did they do?

Survey 52

Survey NPS Feedback Case Study 52