InMoment XI

JANUARY 9, 2024

Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer. This makes it critical to invest in technology that will better engage consumers and make every part of the customer journey pain-free.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

InMoment XI

SEPTEMBER 14, 2023

We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes. In today’s digital landscape, where consumers heavily rely on online reviews and social media feedback, the importance of reputation management cannot be overstated.

Brands 260

Brands Management Social Media Effort Score 260

InMoment XI

OCTOBER 20, 2022

Customer experience started out in the golden age of advertising, market research, and understanding consumers. The importance of closing the loop with customers and gaining actionable feedback was mentioned in nearly every presentation we heard! 3: Actions Speak Louder Than Words—Data Means Nothing Without Outcomes.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

InMoment XI

MARCH 27, 2024

Online reviews, a platform for consumers to discover and assess auto services brands, can particularly influence consumer decisions from the start of their customer journey. 67% of consumers see reviews as influential when choosing a new auto service. 67% of consumers see reviews as influential when choosing a new auto service.

Automotive 260

Automotive Management Social Media Feedback 260

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. 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. Thanks to its expansive nature, CX strategies are constantly in flux.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. Consumer trust is a lucrative yet brittle aspect of any brand’s customer experience platform and the viral potential of negative public relations can instantly tarnish the public’s perception of your organization.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. However, this decrease in spending did not affect all retailers equally.

Omni-Channel 98

Omni-Channel Retail Consumers Trends 98

Strativity

NOVEMBER 30, 2022

Seeing your customers as people, not just purchasers, means reconsidering the depth and nature of your brand-consumer relationships. Being aware of potential roadblocks to developing and sustaining strong consumer-brand relationships will help you cultivate a more thoughtful, high fidelity connection with your customers.

Consumers 52

Consumers Brands Multi-Channel Touchpoint 52

Enalyzer

MARCH 20, 2018

Marketing has one job and that is to reach consumers at the moments that most influence their decisions, these are known as touchpoints. Touchpoints are anytime a potential or existing customer comes in contact with your brand, before, during or after their purchase. Use Enalyzer and Zapier to automize your customer touchpoints.

Touchpoint 50

Touchpoint Customer Journeys Net Promoter Score Social Media 50

InMoment XI

MARCH 6, 2024

After all, now more than ever, consumers rate and judge businesses not by the quality or price of their products and services, but by the experience the business builds around these products and services. A brand is no longer what we tell the consumer it is. It is what consumers tell each other it is.”

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

CSM Magazine

FEBRUARY 4, 2021

There is a shift in power going on, fuelled by greater access to information in the digital age, new technology and a broader variety of brands, products and services to choose from, today’s consumer are empowered like never before. With an expanded consumer choice, customers no longer base their loyalty on price or product alone.

Loyalty 52

Loyalty Consumers Customer Journeys Chief Customer Officer 52

Lumoa

JUNE 2, 2022

“This allows you to link what’s important to consumers and what they are satisfied with. We mentioned these two elements before, satisfaction and importance, so it’s crucial to guarantee both at every touchpoint,” continues Matthieu. When you send a survey to consumers you’re giving them the ability to speak.

Feedback 208

Feedback How To Ecommerce Touchpoint 208

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

C3Centricity

JUNE 8, 2020

However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry. From ROI / ROR to ROE.

Hospitality 268

Hospitality Customer Centricity Hotels How To 268

Kerry Bodine

JUNE 4, 2015

Max presented six trends that can help you frame your CX innovation efforts: Dynamic pricing. Ask yourself: If there is a delivery element to our service, how can we make the most of that touchpoint? Trendwatching has a consumer trends canvas to help you do just that. Politeness pays.

Trends 120

Trends Consumers Customer Experience Video 120

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. From there, we can understand our present position and the indicators that our programs are running out of energy. The good news is that there are still ways to get VoC programs back on track.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Lumoa

JULY 21, 2022

We’ll also go over the role of the customer experience in European telecom and how this variable affects the perception of consumers in this segment. . This is a red flag because these customers have several touchpoints. Modern consumers expect more from their providers than ever before and telecom companies are no exception. .

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

GetFeedback

MARCH 20, 2019

Research shows that 79% of consumers expect brands to get to know them on a personal level and provide tailored experiences. Present your survey in a way that is easy to complete and visually engaging. Over half of emails are opened on smartphones and consumers spend 69% of their media-consuming time on their phones.

Customer Journeys 255

Customer Journeys Survey Net Promoter Score Touchpoint 255

GetFeedback

JULY 19, 2019

Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints.

ROI 309

ROI How To Touchpoint Hotels 309

News & Customer Experience

DECEMBER 1, 2015

The so–called touchpoints are present in large numbers and they are usually underestimated or ignored by companies. However, it’s necessary to offer in each point of interaction a customer experience that stimulates the consumer to carry on his journey.

Touchpoint 40

Touchpoint Customer Journeys Interaction Customers 40

Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. What are the key touchpoints for different personas? Where do they hang out? What are their goals? How do they get in touch with us?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CX University

MARCH 11, 2024

By leveraging best practices in omnichannel data analysis, organizations can gain valuable insights into the impact of their marketing efforts across various touchpoints, leading to more informed decision-making and optimized strategies. By comparing the outcomes of the two groups, businesses can assess the impact of the new strategy.

Omni-Channel 52

Omni-Channel Analysis Data Touchpoint 52

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. Customer journey mapping illuminates touchpoints that present perfect opportunities for collecting customer feedback.

Customer Journeys 129

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 129

Kayako

JUNE 16, 2022

Rather than elaborate (and often expensive) campaigns to exceed customer expectations, consumer behavior data indicates that companies can reduce customer service costs and attrition rates by focusing on the basics. There can be many steps and multiple touchpoints during a single customer service call. Sometimes simple is best.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

Kustomer

FEBRUARY 25, 2022

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. Generally speaking, businesses have always interacted with consumers using real people. The best support experiences still rely on real human interaction at specific touchpoints.

Multi-Channel 105

Multi-Channel Omni-Channel Touchpoint e-support 105

Second to None

NOVEMBER 12, 2023

By listening to their customers and measuring customer service standards, grocery brands can stay ahead of the curve and deliver what their customers need and want most— especially as consumer expectations and trends evolve.

Measurement 62

Measurement Brands Customer Experience Touchpoint 62

Win the Customer

DECEMBER 13, 2023

Customers AI-driven customer service has empowered consumers with quicker responses, personalized interactions, and seamless experiences. By analyzing vast datasets, AI enables companies to understand consumer behavior, preferences, and patterns, facilitating targeted marketing strategies and product customization.

Customer Experience 69

Customer Experience Innovation Government Chatbots 69

ENGAGE.cx

AUGUST 11, 2015

Brands are playing a vicious game of catch up in order to meet these consumer expectations and are searching for tools to stay relevant and remain in consumers’ good graces while driving increased profits. How can you capitalize on the money your consumers spend on each visit? How do you keep your customers loyal?

Customer Experience 40

Customer Experience Social Media Touchpoint Consumers 40

Kustomer

DECEMBER 21, 2021

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. Generally speaking, businesses have always interacted with consumers using real people. The best support experiences still rely on real human interaction at specific touchpoints.

Customer Experience 98

Customer Experience Multi-Channel Omni-Channel Touchpoint 98

CSM Magazine

APRIL 25, 2024

Providing Consistent and Personalised Customer Experiences Customers today expect personalised and seamless experiences across all touchpoints with your brand. Ensuring consistency across all these touchpoints presents a significant challenge but is essential for building trust and loyalty.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

Second to None

MARCH 18, 2021

By listening to their customers and measuring customer service standards, grocery brands can stay ahead of the curve and deliver what their customers need and want most— especially as consumer expectations and trends evolve. Measure Across All Grocery Customer Service Touchpoints. Organized and appealing displays with clear pricing.

Measurement 113

Measurement Brands Customer Experience Touchpoint 113

Strativity

MARCH 7, 2023

As ChatGPT remains in the zeitgeist as ghost writer , exam taker , and creative director , it’s important for brands to acknowledge this wholly new consumer interaction point. With the growth of Al, consumers may discover and interact with a brand’s personality in ways marketing teams will no longer control.

Brands 98

Brands Analytics Consumers Technology 98

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 80

Customer Service Government Employee Experience Video 80

2020 Research

OCTOBER 30, 2023

These partnerships generate excitement, bridging the gap between the past and the present while drawing attention to the brand. Pop-up installations, events, or exhibitions that pay homage to cultural touchpoints from the past become powerful brand engagement platforms, sparking conversations and lasting memories.

Trends 52

Trends Brands Transportation Comparison 52

ijgolding

OCTOBER 25, 2018

When it comes to our own organizations, however, we disconnect our consumer self with our business self. It’s this type of experience customers are expecting from all brands, at every touchpoint, regardless of what they are buying (e.g., We are all customers. We buy products and services. We buy brands. cars, software, apparel).

Customer Experience 167

Customer Experience Customer Journeys Touchpoint Multi-Channel 167

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Quality service must be provided at every touchpoint, and individual channels must be streamlined into a single cohesive omnichannel experience.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143