InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. Moreover, unstructured data analytics offers a holistic view of the customer journey , capturing the entire spectrum of interactions across various touchpoints.

Analytics 488

Analytics Customer Insights Data Social Media 488

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. It’s time to tune in to what customers and employees are saying — implicitly and explicitly.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

SurveySparrow

APRIL 11, 2021

Gain competitive advantage: When you have a lead nurturing strategy in place, you set yourself up for a win. Unless your competitors are also doing it, you are clearly at an advantage. What is their social media interaction with your brand like? Sign-up forms on your website and other interaction touchpoints.

Strategy 98

Strategy How To Effort Score Social Media 98

SmartKarrot

JANUARY 7, 2022

Your marketing, IT, and customer experience teams are already doing that by accumulating customer data from social media, surveys, websites, and even sales transactions. Touchpoints from the customer journey Time instances Customer data technology. Accumulate case studies and white papers (B2B) .

Social Media 10

Social Media Competitive Advantage B2B Case Study 10

Confirmit

MAY 29, 2018

Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. We recommend you follow the 5 stages below to ensure your VoC program delivers the insight you need to build strong customer experiences, create competitive advantage and generate ROI.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40