Kerry Bodine

NOVEMBER 15, 2017

Yesterday I co-hosted a journey mapping webinar with our partner J.D.Power. We also hold open enrollment and single-company training courses. You mentioned a regression analysis that showed that journeys are better predictors than individual touchpoints of customer satisfaction and likelihood to recommend.

Customer Journeys 120

Customer Journeys Exercises Contact Center Touchpoint 120

Experience Investigators by 360Connext

APRIL 14, 2020

Systems, procedures, and touchpoints. What are the channels, touchpoints, and systems your customers are using? Consider three categories when gathering data for journey maps: 1) Customer feedback and emotional data; 2) Customer behavior and actions; 3) Systems, procedures, and touchpoints. Customer feedback and emotional data.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

NobelBiz

OCTOBER 24, 2023

With Customer Experience Maps, we chart a course toward unrivaled customer satisfaction, operational efficiency, and enduring customer relationships – all essential treasures on the path to service excellence. Each touchpoint is an opportunity for the brand to make an impression and create a positive customer experience.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

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. I will enroll in all of ClearAction’s courses! Start here!

Leadership 62

Leadership Touchpoint Course Employee Experience 62

InMoment XI

OCTOBER 10, 2023

These metrics delve deep, capturing the nuances of every touchpoint, from the initial inquiry to post-purchase survey. However, by regularly monitoring and analyzing these metrics, companies can stay on course, ensuring they consistently meet and exceed customer expectations.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Education Services Group

OCTOBER 25, 2022

And of course, Ops is a big part of that, so I would say, you know, if you haven’t already done so, embrace the commercial part and embrace operations. Customer Success actually doesn’t own most of the touchpoints that deliver value to customers, but they are the closest ones to the customer. It goes on and on.

Customer Success 52

Customer Success Customers Sales Marketing 52

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

ClientSuccess

DECEMBER 21, 2020

More than one CSM has had to pivot this year on a customer project, which means that their project management, analyst, and data teams also had to change course. With ClientSuccess , customer success teams can confidently track valuable metrics and data while tracking customer touchpoints and communications.

Customer Success 93

Customer Success eBook Touchpoint Tools 93

TechSee

SEPTEMBER 9, 2020

But of course, that’s just one side of the coin. The emerging multiexperience philosophy is all about developing effortless, multi-sensory employee and tenant experience across a range of voice, video and text modalities, apps, and other digital touchpoints, regardless of the channel. To learn more, watch this on-demand webinar.

Management 145

Management Self Service Multi-Channel Video 145

ClearAction

JUNE 25, 2023

Instead of focusing VoC on touchpoint management , use AI/ML to combine the vast array of customer data sources and to find patterns. responses, and course modules. Our webinars are free, but our courses are super-charged guidance you’ll gladly pay for and want to return to repeatedly throughout your career.

Leadership 62

Leadership Course Conference Groups 62

ChurnZero

APRIL 22, 2022

When thoughtfully applied, automation makes digitized touchpoints and human touchpoints indistinguishable. Customers can tick off assigned tasks, such as watching a webinar or completing a training course.

Customer Success 98

Customer Success Knowledge Base Multi-Channel Touchpoint 98

Gainsight

OCTOBER 17, 2023

Of course, you are training your customers, but when you’re starting with limited resources, you’ll want to narrow your sights. For example, many academies are completely customizable, allowing you to tailor the look and feel of your academy to other brand touchpoints, including your website and app. Should you customize your academy?

Resources 52

Resources How To Video Course 52

ClearAction

JULY 11, 2023

What you’re seeing here is based on a recent article and webinar interview: 23 Customer Experience Practices You Should Stop in 2023 (CustomerThink article) What Your Customer Churn Rate is Telling You (LiveVox video) Modernize your thinking and clarity with 3 Customer Service value truths : 1) Stop Calling it All Customer Experience!

Customer Service 48

Customer Service Self Service Leadership Touchpoint 48

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. Register now for our FREE webinar on Employee Ambassadorship: Realizing and optimizing stakeholder value. Digital technology can enhance the customer experience.

Technology 132

Technology Touchpoint Case Study Consulting 132

Alida

NOVEMBER 10, 2017

In our recent webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age , digital strategy expert Ed Bennett shared his thoughts on the challenges facing health care and how a focus on patient centricity can help address those issues.

Hospitality 100

Hospitality Employee Engagement Consulting Consumers 100

Gainsight

SEPTEMBER 8, 2020

The challenge of scaling customer success was a topic in our recent Gamechanger webinar series. Automate customer surveys and feedback; leverage digital engagement to support long-tail customer segment; increase customer touchpoints with minimal effort. Register for our next GameChanger webinar here. Journey Orchestrator.

Knowledge Base 52

Knowledge Base Customer Success Customer Journeys Survey 52

PeopleMetrics

JANUARY 24, 2022

The convergence of CX (VoC) and research – as we setup listening posts around key touchpoints, research questions continue to emerge that are either integrated into CX measurement or setup as separate studies. our weekly webinar on all things CX, with our first one on Tuesday, February 1 st at 12 noon (EST).

Trends 90

Trends Self Service B2B Roadmap 90

CustomerSuccessBox

NOVEMBER 16, 2021

” Webinars. Webinars , strictly speaking, is a marketing tool. However, to make a webinar successful, you need to choose a topic that solves a pain point for customers. You can leverage your webinar by partnering with influencers/other guests. Suggested Read : 5 Most Popular webinars of CustomerSuccessBox.

Customer Success 52

Customer Success Management Case Study Rewards Programs 52

SurveySparrow

MARCH 29, 2023

Each of the stages they cross is referred to as a customer touchpoint and can be used to create a delightful experience for your prospective customers. are touchpoints in this stage. Hold the buyer’s attention with the help of podcasts and webinars. Come up with ways to create a positive experience at this touchpoint.

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52

ChurnZero

OCTOBER 19, 2021

Instead of a goal to “improve customer engagement,” create a goal to “increase user adoption by 30%, over the course of 2020,” and make sure you have the tools to track those metrics. M: Measurable — quantifying your goals helps you track progress and know when you’ve reached the finish line. A: Achievable — they have to be realistic.

Customer Satisfaction 98

Customer Satisfaction Meeting Tips Customer Success 98

Centercode

APRIL 30, 2019

We are repositioning the team to have more touchpoints along the product development lifecycle to deliver greater value to the organization. This program quickly became an integral part of the team’s mission to move further upstream and gain access to more customer touchpoints. Watch the Stakeholder Buy-In Webinar Now.

Touchpoint 66

Touchpoint Guidelines Survey Groups 66

BirdEye

NOVEMBER 30, 2023

to convert through your website Of course, annoying and overly promotional emails can have the opposite effect, so craft relevant, valuable messages for specific audience segments. Consider hosting webinars, seminars, or workshops covering legal issues relevant to your specialties and target audience.

Marketing 109

Marketing Social Media How To Advertising 109

ChurnZero

APRIL 22, 2022

When thoughtfully applied, automation makes digitized touchpoints and human touchpoints indistinguishable. Customers can tick off assigned tasks, such as watching a webinar or completing a training course.

Customer Success 52

Customer Success Knowledge Base Multi-Channel Touchpoint 52

CustomerSuccessBox

JUNE 5, 2019

Touchpoint : If a promoter becomes a detractor or there is a lack of engagement, it’s an indicator that the account needs more handholding. List signals such as usage frequency, last login, due invoice, NPS, last touchpoint, key feature usage, manual input such as CSM risk score, and more. Correct the course.

Touchpoint 89

Touchpoint B2B NPS Metrics 89

Experience Investigators by 360Connext

MAY 20, 2015

Touchpoint Inventory. The touchpoint inventory is a highly-detailed way to understand just what your customers have to do to become customers, stay customers and exit as former customers. Training, online events and webinars. Now we’re offering free webinars of our own every month! It matters to enlightened leaders.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

ChurnZero

MAY 22, 2020

Whether through automated or manual monitoring, Customer Success must remain hypervigilant during onboarding to ensure customers stay the course. To show what this outreach may look like, we’re sharing an example of a low-touch (a mostly automated interaction) and high-touch (many personal touchpoints) onboarding Play from ChurnZero.

Resources 98

Resources Touchpoint Video Meeting 98

Talkdesk

JANUARY 13, 2020

System integrations also play an important role in context; they can amass customer data from many different touchpoints and piece it together for a holistic understanding. Of course, chatbot metrics are just one piece of a larger puzzle when it comes to analytics insights.

Contact Center 67

Contact Center Chatbots Metrics eBook 67

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? Q: Should you use metrics to measure the effect of CSM touchpoints on retention? The audience had a ton of great questions that we couldn’t let go unanswered.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

ChurnZero

APRIL 29, 2022

To dig into this further, we hosted a webinar to discuss how you can use RevOps to connect Customer Success to your bottom line and streamline customer operations at your company. Of course, you’re always going to be adapting. As I mentioned, think about the touchpoints, and think about the marketing team. Go to them.

Connections 98

Connections Customer Success Sales Groups 98

CSM Magazine

SEPTEMBER 20, 2021

Businesses are bombarded with endless customer issues and of course, stories of poor support experiences. Generally, businesses interact with the customers on standalone touchpoints in their journeys such as: First purchase. When the margin for error is so low, how do you improve your customer service? First visit. Subscription.

Examples 98

Examples Tips Self Service Social Media 98

Hello Customer

JUNE 30, 2022

Of course, you can also connect with any other application via API , which does require development on your end. One way Hello Customer integrates with Salesforce is by triggering surveys when certain actions are completed : after a campaign for a webinar or event, when a case or contract is closed. Ticketing systems.

Feedback 52

Feedback CRM Effort Score Multi-Channel 52

Hello Customer

JUNE 30, 2022

Of course, you can also connect with any other application via API , which does require development on your end. One way Hello Customer integrates with Salesforce is by triggering surveys when certain actions are completed : after a campaign for a webinar or event, when a case or contract is closed. Ticketing systems.

Feedback 52

Feedback CRM Effort Score Multi-Channel 52

CustomerSuccessBox

MARCH 10, 2022

If a customer misses a deadline, get in touch with them when they go far off course. During this period, be a resource for them by providing extra assistance and specific resources/webinars/guides. Identify and track major milestones, and congratulate customers who reach them while encouraging them to move on to the next.

Customer Success 52

Customer Success Poor Customer Service Resources Customers 52

ChurnZero

AUGUST 2, 2019

Of course, the real measure of success is just how many free subscriptions are converted into paying customers. . Through the use of automation and proper product resources , trial users can experience the touchpoints and guidance that is typically reserved for top-tier customers. Upcoming Webinar.

How To 58

How To Tips Touchpoint Customer Success 58

Wootric CX Blog

MARCH 15, 2020

Of course, the question then becomes how do you retain customers and build loyalty? Improve customer experience at customer journey touchpoints. Guneet Singh, Director of Customer Experience programs at Docusign, spoke about this in a recent Voice of the Customer webinar. Now more than ever, customer experience is job #1. .

Company 125

Company e-support How To Chief Customer Officer 125

CX University

MAY 18, 2020

A monthly newsletter for Upgraded Online Course Subscribers. For example, a legacy print and media company started offering more digital and interactive experiences such as conferences, breakfast roundtable discussions, webinars, videos, 10-part in-depth series, podcasts, and radio interviews. The CXU Student Brief.

Conference 52

Conference Social Media Gamification Insurance 52

ChurnZero

MAY 20, 2021

Whenever you add a touchpoint to a customer map, you must ask yourself: what value does this bring to the customer? If there isn’t value, then remove the touchpoint or rethink your approach. Of course, you want every new hire to be a hero, but replicating the star-like quality of your founding team is not only hard, but unrealistic.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90