Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. You can still register to watch the replay.)

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

SurveySensum

JANUARY 26, 2024

The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey? So let’s deep dive into different stages of the customer journey.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

Experience Investigators by 360Connext

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Everyone in the organization should understand what customer experience your brand aspires to deliver, and their role in achieving that.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. How do they apply customer feedback to enhance and transform the customer experience? 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

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. 1: map your customer journey.

ROI 309

ROI How To Touchpoint Hotels 309

Lumoa

APRIL 14, 2023

Generate a URL that will invite your teammates to Lumoa for you Paste that URL anywhere, such as into Slack, Teams, or an email Watch as new people join and get excited about your customers feedback Using this new feature is quite simple. Read more about creating a survey , and then enabling a popup campaign , in our knowledge base.

Knowledge Base 208

Knowledge Base Touchpoint Survey Feedback 208

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. While your customers should find familiarity in their interactions with your company, the relationship should never stagnate. Thanks to its expansive nature, CX strategies are constantly in flux.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Feedbackly

OCTOBER 20, 2022

Ultimately, the goal is to keep your customers happy and loyal to your brand. Both platforms allow users to create and distribute customized online surveys and analyze the data for better decision-making. Feedbackly specializes in experience for high-volume retail and service and offers physical terminals to gather feedback in-store.

Feedback 75

Feedback Software Multi-Channel NPS 75

InMoment XI

OCTOBER 24, 2023

It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Why Are Contact Center Analytics Essential?

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Totango

JULY 11, 2023

This is enabling us to manage organizational planning around our customer segments, and even innovate on our theory of the customer and customer journey segmentation.” You can see more about our latest features and customer stories in our recent webinars and on our blog. ” — Juan G.,

Customer Journeys 83

Customer Journeys Customer Success Sports Software 83

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. As much as you automate to the customer, consider automating activities to your CSMs. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

CloudCherry

MARCH 28, 2019

Everyone is talking about journeys. But 99% of enterprises don’t bring those journeys into their CX programs. 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.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

ProProfs Chat

AUGUST 14, 2020

Enable yourself to complete their journey with your brand. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently. Your customers can have an issue any time.

Customer Journeys 116

Customer Journeys Knowledge Base Self Service Customers 116

Feedbackly

OCTOBER 30, 2023

With CX, you devote the entire focus to your customers and invest in understanding their behavior, adapting to their needs, and improving their satisfaction. A CX program aims to improve every touchpoint in the buying journey to ensure customers receive a seamless and rewarding experience.

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

Experience Investigators by 360Connext

APRIL 14, 2020

If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. Why Journey Maps Matter Now More Than Ever.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

SurveySparrow

AUGUST 28, 2023

Alright, let’s start with a bit of technical jargon—SaaS customer experience (CX) is the intricate dance of interactions, emotions, and perceptions that customers go through while navigating a Software as a Service (SaaS) product. Segmentation : Divide your customer base into segments based on common characteristics.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Experience Investigators by 360Connext

DECEMBER 17, 2014

Invite a customer into your board meetings. Map the customer journey. (Or connect with us and leave it to the pros!). Find some part of the journey to examine more closely each month. Work to uncover all the “what if’s” that customers might face. Make a big deal out of great feedback!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Gainsight

MARCH 9, 2022

You heard that right: in the digital-led approach, CSMs have little or no direct one-on-one contact with your customers. Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content. Engagement.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 111

Customer Engagement Customer Journeys Engagement Strategy 111

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Lumoa

APRIL 18, 2023

NLP has made feedback analytics way more accessible. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. And customer-centric companies have been using surveys to understand customer needs for even longer than that.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Hello Customer

MARCH 15, 2023

Our AI, ISAAC (short for Industry-Specific Analysis and Categorization) turns feedback into detailed insights by applying fine-grained topic categorization and sentiment analysis to the feedback you receive. For example: what if the feedback categories don’t fully match with your internal KPIs ? Let’s make this more concrete.

Groups 52

Groups Feedback Company Transportation 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 85

Customer Engagement Customer Journeys Engagement Strategy 85

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. 3 months after a sale?

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . Click here to know more about the customer journey .

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

Experience Investigators by 360Connext

JUNE 4, 2015

I hosted a webinar last week about digital experience. This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping.

Omni-Channel 110

Omni-Channel Customer Journeys Exercises Social Media 110

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

SurveySparrow

DECEMBER 24, 2023

What is a Customer Experience Survey? A Customer Experience Survey is a systematic method businesses employ to collect and analyze feedback from their customer base. It is like a friendly chat with your customers (but on paper or online.) Customer Journey Surveys How do they align? The primary goal?

Examples 52

Examples Survey Customer Experience Net Promoter Score 52

NobelBiz

FEBRUARY 14, 2023

Contact centers, through gathering data from multiple sources, can gain a better understanding of the customers. And eventually identify trends and patterns to further improve the customer experience. This type of data can include customer feedback, opinions, and emotions. Such as our OMNI+ entirely cloud-based solution.

Contact Center 52

Contact Center Customer Journeys CRM Social Media 52

Gainsight

FEBRUARY 26, 2024

Well-defined customer touchpoints are the foundation of a strong digital experience with your product. As the SaaS industry evolves and gets more sophisticated, so do customer and user journeys along these touch points. Here’s a look at how to drive adoption with digital user journeys. Change over time.

How To 52

How To NPS Effort Score Touchpoint 52

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! How to Win the “Make or Break” Moments in the SaaS Customer Journey.

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

Feedbackly

DECEMBER 2, 2022

The ever-evolving customer expectations shape how brands create and present their buying journey. CX metrics have helped brands understand their customers and improve their customer journey accordingly. In the 1990s, the hallmark of fabulous customer experience was pinned to a great product or service.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

CSM Practice

MARCH 9, 2021

After getting 500 customers, the Glint team recognized that it couldn’t continue to build its team with the same ratio using the white-glove treatment. Journey mapping is very critical in understanding the touchpoints and critical milestones with customers. Understanding the journey that customers go through.

Customer Journeys 59

Customer Journeys Customer Experience Management Effort Score 59

GetFeedback

DECEMBER 2, 2019

CSAT scores also help us identify where we absolutely must invest in the customer experience. . Using transactional CSAT or touchpoint CSAT along with understanding the overall journey, brands can identify moments when leveraging proactive methods could actually lead to higher loyalty. . Does that influence your renewal rates?

ROI 195

ROI Customer Satisfaction How To Effort Score 195

SurveySparrow

DECEMBER 25, 2023

Focusing on an overall experience or individual aspects of a customer journey and improving each touchpoint experience. This score is like a report card, showing you how well you made your customers happy at that moment. Quickly turn valuable feedback into actionable insights for sustainable growth and success!

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Survey 52

Feedbackly

OCTOBER 19, 2023

You can also use EVI® to gain an in-depth understanding of how customers perceive and feel about your brand. On Feedbackly , you can choose the scale to be from left to right or right to left, add your custom texts under the images, and even use custom images for custom branding! When Should You Use a CSAT Survey?

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint NPS 52

Gainsight

MARCH 26, 2024

She jumped into Customer Success from the world of Finance, and she has brought her unique perspective to bear in helping FloQast’s clients achieve their goals. Now that she’s officially a Customer Success veteran, Filley’s frontline experience has left her with key insights and strategies to succeed as a CSM.

Customer Success 52

Customer Success Metrics Touchpoint NPS 52