Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. At Lumoa, our goal is to look at customer feedback to tell companies what to do next to grow their organizations. This is why it’s very important to collect feedback from all the touchpoints. says Matthieu. “A

Feedback 208

Feedback How To Ecommerce Touchpoint 208

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. The following is a preview of the content you can expect from this exclusive, live webinar. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

GetFeedback

JULY 19, 2019

Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. A VoC program must be capable of finding the true pulse of the customer so that businesses can use that information to make the company better. . Too many companies focus on customer touchpoints. We all feel it.

ROI 309

ROI How To Touchpoint Hotels 309

Retently

OCTOBER 1, 2018

It’s normally used to display it so that every department in your company can easily keep track of the whole customer experience. Using customer journey mapping is paramount, as it lets everyone in your company visualize how someone becomes a client, and gives them a better understanding of how to improve the process.

Customer Journeys 93

Customer Journeys Touchpoint Social Media How To 93

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Hello Customer

MARCH 15, 2023

There’s no denying it, most companies nowadays are searching for a solution to turn customer experience insights into something tangible and actionable. Our AI already takes your industry and touchpoint into account, still, it’s possible that you’re looking for a more personalized analysis. Let’s make this more concrete.

Groups 52

Groups Feedback Company Transportation 52

ChurnZero

MARCH 28, 2023

Customer engagement is the sum of all interactions between a customer and a company. A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. Smart companies also give this a nudge by asking for input periodically.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Lumoa

FEBRUARY 21, 2023

While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. What was its purpose?

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Jeremy Jeffers from Untapped, an app that allows users to socially share and explore the world of beer with others, shared that as a global company, their internal communications surrounding affected areas was crucial.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. Watch the webinar to get the full inside scoop! Find out the other secrets to winning these moments when you watch the webinar!

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Self Service 52

Self Service How To Roadmap ROI 52

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. As highlighted by Gartner, the power of contact center analytics is undeniable, with companies witnessing a significant uptick in customer satisfaction rates. Enter analytics.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. While I don’t have empirical data available to back up that statement, that’s what I have personally observed with dozens of tech companies over the years. What the heck do those mean? as a starting point.

Customer Success 52

Customer Success Strategy Roadmap How To 52

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. One reason for this gap might be that companies’ customer mapping process is failing. Myth 1: I’ve mapped once; I’m done.

Customer Journeys 203

Customer Journeys Touchpoint Customers Interaction 203

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center. Yet, these centers often don’t get the attention and recognition they deserve. To wrap up.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

Gainsight

JANUARY 18, 2024

So, how can you differentiate your company in this environment? It’s so important today that, according to a 2023 Super Office study, customer experience is now the primary focus to beat out the competition for more than two-thirds of companies—up from only 36% in 2010! Focus on customer experience.

Touchpoint 52

Touchpoint Advertising Study Customer Journeys 52

Wootric CX Blog

MARCH 15, 2020

Financial markets are sliding, a pandemic is spreading around the world, schools are closing, businesses are moving to remote work if they can, and every company is scrambling to respond to quickly changing circumstances. It’s likely that everyone in their company has been asked to find ways to trim spend. We all have.

Company 125

Company e-support How To Chief Customer Officer 125

Gainsight

NOVEMBER 4, 2022

In recent months, companies have been rallying their resources to apply strategies for digital scale to their business. Gainsight dove into the topic of creating a bionic CS organization in the recent Catapult webinar series with Carolyn di Buono, Customer Success Operations Manager at Propeller Aero. . Revisit your customer lifecycle.

Self Service 52

Self Service Touchpoint Customer Success Resources 52

Totango

FEBRUARY 1, 2022

In a recent Totango webinar, Chris and Elizabeth discussed the blueprint they used to help the Qlik team implement Totango, including the training program they developed and the adoption metrics they tracked to ensure the training plan was working. 4 Key Takeaways . . Identify and Enable Power Users.

Customer Success 97

Customer Success Touchpoint Metrics Training 97

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Feedbackly

OCTOBER 20, 2022

In the beginning, you can select a few touchpoints and a limited amount of feedback. QuestionPro offers many resources, like blogs, videos, and webinars, to help users become familiar with using the platform. Similarly, Feedbackly also has a plethora of resources like eBooks, webinars, and blogs to help new users get on board.

Feedback 75

Feedback Software Multi-Channel NPS 75

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

CSM Magazine

MAY 10, 2024

Customer Feedback Loop Incorporate regular feedback mechanisms at various touchpoints to gauge customer satisfaction early on. Webinars, step-by-step articles, and vibrant user groups not only bring people together but also ensure they’re squeezing every benefit from your product or service.

How To 52

How To Social Media Analytics Touchpoint 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. Webinar: Architecting Your Customer Success Interview Process. Here are five steps to an effective Customer Success interview process: 1. Exploratory Discussion.

Customer Success 81

Customer Success Case Study eBook Touchpoint 81

SurveySparrow

DECEMBER 25, 2023

Focusing on an overall experience or individual aspects of a customer journey and improving each touchpoint experience. Transactional Net Promoter Score (TNPS) is a customer satisfaction metric that focuses on evaluating and understanding customer loyalty and satisfaction based on specific transactions or interactions with a company.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Survey 52

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Many times, customers will form their lasting impression of your company based on how they are treated by your customer success team.

Customer Success 80

Customer Success eBook Loyalty Conference 80

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. It helps you understand the context around your customer’s interactions with your company. Here’s how this needs to change.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Feedbackly

OCTOBER 19, 2023

However, many companies perform abysmally when it comes to offering customers with a satisfactory service. It can be used to measure any touchpoint at any stage in the buying journey. You can gather data through digital and offline touchpoints. Customer satisfaction is also essential for your business’s growth. Wanna learn more?

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint NPS 52

ClearAction

JUNE 25, 2023

Third, Experience Management is about touchpoints, while Experience Leadership sets you up for success with widespread buy-in, collaboration, issue prevention, and lifetime value growth. This reduces workload for Touchpoint Management and Experience Management. Start here! Balance is required across all 3 columns. Get started today!

Leadership 62

Leadership Touchpoint Course Employee Experience 62

Totango

JULY 11, 2023

Mid-market leader Totango streamlines the customer journey We believe that CS is a cross-functional sport , so as touchpoints with customers become evermore fluid, ensuring consistent communication between your product, marketing, sales, and CS teams is paramount.

Customer Journeys 83

Customer Journeys Customer Success Sports Software 83

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

Vonage

APRIL 23, 2018

That’s why it has become more important than ever for brands to be able to drive a consistent, seamless customer experience across each and every one of their customer touchpoints — from voice, email and chat, to SMS, video and social channels. That shifts the dialogue toward an emotive experience, which is amplified when two people connect.

Omni-Channel 120

Omni-Channel Contact Center CRM Touchpoint 120

BirdEye

OCTOBER 3, 2023

Access the webinar here. Unfortunately, the vast majority of unhappy individuals quietly stop engaging with a company without saying anything. Disgruntled customers can now easily criticize companies via social media, text messaging, review sites, community forums, and more. Want to hear the full conversation?

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

Totango

MAY 17, 2023

CS is a cross-functional sport The customer journey is iterative and continuously evolving, with more touchpoints happening in non-linear and circular motions than ever before. As leaders who set the tone for our companies, it’s our responsibility to empower our CS teams and CSMs to support executive relationships within the customer journey.

Sales 107

Sales Marketing Sports Customer Journeys 107