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. Collecting data is akin to gathering puzzle pieces.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

SmartKarrot

MAY 6, 2022

From a bird’s eye view, the customer journey is a simple, transactional journey happening between a seller and a buyer. However, a deeper dive into the ocean of customer journey brings you face-to-face with the complexities associated. Rather, it is a journey from A to Z with several touchpoints in between.

Customer Journeys 10

Customer Journeys Touchpoint Effort Score B2B 10

InteractionMetrics

MAY 16, 2024

Interaction Metrics is a customer experience research firm. Our methods include workshops, customer service evaluations, and a wide range of surveys. A Phased Approach Every customer experience research company will have its own process; ours comprises three phases.

Net Promoter Score 52

Net Promoter Score Customer Experience How To NPS 52

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. This captures their sentiments while the experience is still fresh.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Experience Investigators by 360Connext

NOVEMBER 30, 2021

Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Paint a picture of your true current customer. Decide on the goals of the project.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Investments that are directly tied to customer experience might include things like: Customer experience management tools, like customer feedback software or more robust Voice of the Customer (V0C) platforms, Customer Relationship Management (CRM) technology, or investments in customer data centralization.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Lumoa

JANUARY 31, 2023

According to the statistics , 70% of buying experiences are based on how the customer feels they are being treated, and at the same time, 55% of consumers would pay more for a better customer experience. Customer experience matters across all the channels and all the touchpoints of the customer journey.

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? It’s an environment where shoppers feel understood and valued at every touchpoint. Because in a market brimming with choices, the way customers feel about your business can set you apart. Why does this matter so much? The result?

Retail 78

Retail Engagement Strategy Customer Experience 78

Gainsight

NOVEMBER 18, 2019

Post-it notes are everywhere, laying out our customer journey map. The journey map ends up sitting on a SharePoint somewhere, unshared and unused. The reality is, B2B customer journey mapping is uniquely tough. Should we have included Marketing in our workshop?”. Minimal impact.

Customer Journeys 9

Customer Journeys B2B Touchpoint NPS 9

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Experience Investigators by 360Connext

JANUARY 12, 2021

When I consult and workshop with leaders of organizations on their Voice of the Customer Programs — whether starting from scratch, or trying to fix a strategy that’s not quite working — there are set-up steps we take before we ever start discussions around what tools or metrics to use. Let’s look at an example.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

Lumoa

FEBRUARY 20, 2018

According to the statistics , 70% of buying experiences are based on how the customer feels they are being treated and at the same time 55% of consumers would pay more for a better customer experience. Customer experience matters across all the channels and all the touchpoints of customer journey.

Customer Experience 376

Customer Experience How To NPS Touchpoint 376

SurveySensum

OCTOBER 3, 2023

Intender (Pre-Sales) Survey The main goal of the Intender (Pre-Sales) automotive customer satisfaction survey is to systematically gather feedback and insights from potential car buyers during the pre-sales phase of their journey. So, here are a few important questions you can ask in the different stages of pre-sales journey.

Automotive 52

Automotive Customer Satisfaction Survey Social Media 52

Retently

MARCH 18, 2024

Customer service surveys are essential for identifying business strengths and weaknesses, enhancing customer interactions, and monitoring trends to align service with customer needs for growth and retention. By identifying patterns in customer responses, companies can spot specific areas lacking attention.

Survey 141

Survey Customer Service Strategy Effort Score 141

SmartKarrot

SEPTEMBER 21, 2023

Playbooks provide the means to operationalize these strategies, tactics, and processes tailored to specific situations in the post-sale customer journey. Know Your Customer No one likes irrelevant pitches and there is a right time for having an expansion conversation. Listen to your customers. Personalization is key.

CRM 10

CRM Customer Success Guidelines Feedback 10

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

System 338

System Effort Score NPS Net Promoter Score 338

ImprintCX Articles

MARCH 5, 2024

If the ultimate objective is profitability — and the purpose of marketing is to influence customers to take action that will generate revenue, and the goal of customer experience is to deliver on the promises made by marketing — then these groups/functions/tasks can no longer continue to operate in silos.

Brands 52

Brands Customer Experience Management Customer Centricity 52

delighted

SEPTEMBER 20, 2019

Flash forward to today’s tech-driven self-service economy and 70% of customers expect to be able to “help themselves” on a company’s website or application. Even if they have a problem with a product, 50% expect to find troubleshooting help online instead of contacting customer care. Customer loyalty rewards.

Self Service 45

Self Service Customer Experience Customer Service Net Promoter Score 45

NobelBiz

AUGUST 28, 2023

Happy agents, after all, are the bedrock of exceptional customer experiences. Speaking of customers, their satisfaction, while seemingly intangible, can be quantified through metrics like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). Check out our free, on-demand Contact Center Gamification Workshop.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98