InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. In light of this, ROX is emerging as a way for companies to measure how improving customer experience drives consumer behavior and yields measurable results.

ROI 40

ROI Measurement Customer Experience Effort Score 40

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Feedbackly

OCTOBER 30, 2023

While nailing customer experience is a challenging task like getting hold of the golden snitch, having a program in place will ensure you have a clearly thought-out strategy to achieve it. So, what does a CX program entail, and why is it crucial for brands at present? Let’s get into it! What is a CX Program?

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

ClearAction

JUNE 29, 2023

Faster payments : increased trust and value, less burden on customers. Increasing lifetime value : less mercenary me-centered actions and policies, less pressure on people of all types, less remedial efforts, more magnetic attraction and retention of employees, partners, customers, and investors. A drop since 2017 (5+ years!)

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

inQuba

MAY 23, 2022

Demystifying the Next Evolution of Customer Experience. Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. Hold on – a “solution to customer experience”?

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

C3Centricity

MAY 20, 2019

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. ” #3.

Industry 218

Industry Strategy Hospitality Hotels 218

Alida

MAY 24, 2018

To win the business of consumers, however, companies need to invest in continuously improving the experience of their customers. Citing a Deloitte paper , Lunger said that the industry’s “apocalypse” is, in fact, a renaissance—an opportunity for retailers to listen and deliver more value to customers. Focus on growth now.

Retail 189

Retail Conference Employee Engagement ROI 189

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Journey Managers.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. Creating a strong customer engagement strategy makes sure every interaction delivers that value.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Can CSAT improve customer experience? .

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

CX University

MARCH 18, 2024

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. By analyzing this wealth of data using sophisticated algorithms, businesses can gain deep insights into individual customer preferences, behaviors, and intent.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? But WHY is customer experience so important? This makes you a loyal customer.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. Each session I attended held alignment with various leading Customer Success topics and strategic concepts, which closely correspond to many of our current account initiatives across ESG today. What is it that customers truly expect? Engagement: It’s Dynamic!

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation Customer Success NPS Touchpoint 115

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious. Customers pay for licenses upfront before they can use the product.

ROI 98

ROI Data Examples Report 98

COPC

NOVEMBER 5, 2021

hosted as part of this fall’s Execs In The Know’s Customer Response Summit. During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Feedbackly

JANUARY 10, 2023

If you want to build a customer experience strategy, it needs to be built on strong foundations which are robust enough to evolve and change your business without needing to be rebuilt from scratch. But you also need a flexible Customer Experience platform to support your work. CX Platform: Customer Surveys (Mandatory).

Customer Journeys 52

Customer Journeys Customer Experience Company How To 52

Topdown

APRIL 1, 2019

Customer communications management (CCM) consists of a set of technologies for managing multiple moving parts to present a cohesive, consistent image for communicating with customers. There is a reason the focus is on customers rather than on company or product or service. Imagine a sports team.

Software 48

Software Sports ROI Touchpoint 48

SurveySensum

DECEMBER 8, 2023

Do you know that 73% of consumers point to customer experience as an important factor in their purchasing decisions? So, it’s actually not just about the product itself; the overall customer experience plays a pivotal role in influencing their decision to return and make additional purchases. What is a Customer-Centric Video?

Customer Centricity 59

Customer Centricity Video Feedback Customers 59

Currency Alliance

FEBRUARY 20, 2023

That includes things such as issuing 2% in points on the customer’s birthday, or double the points value if they redeem on distressed inventory – and varying the points value for a whole range of other contextual reasons related to the purchase. Brands no longer need to be held hostage by legacy rules engines.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

ProProfs Chat

DECEMBER 26, 2019

We’ve all heard way too many times that happy customers are the cornerstones of a successful business. But what exactly does a happy customer mean to your brand? And what do you even mean by a happy customer ? However, there are some ways of measuring customer experience that can be more effective than others?

Measurement 90

Measurement Customer Experience Effort Score Net Promoter Score 90

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

How To 98

How To Self Service Touchpoint Customer Centricity 98

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. implement is a Voice of the Customer (VOC) program for the product team.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

CSM Magazine

MAY 26, 2020

Steve DiGioia reveals his best strategies for winning back upset customers. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. My mission was to win back an upset customer. But had we turned these customers around? Here’s what I did.

Hospitality 59

Hospitality Hotels Tips Customers 59

West Monroe

JULY 30, 2023

In our 2023 Outlook: The Future of the Banking Industry , we anticipated murky waters and a rising need for the use of digital solutions to better evaluate profitability, identify key customer touchpoints, and work to prevent deposit outflows and overconcentration. This urgency has only increased.

Banking 52

Banking Multi-Channel Financial Customer Centricity 52

SurveySparrow

MARCH 19, 2024

In-app feedback simply means the customer or user feedback collected from an app. So, map out the user journey and gauge the experience at each touchpoint. Pro Tip : This targeted approach also maximizes the ROI by increasing user satisfaction and retention rates. And that’s what we’ll be discussing in this blog.

Feedback 52

Feedback Tools Survey Tips 52

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal. Apply here: [link].

Customer Success 19

Customer Success Touchpoint Case Study Customer Journeys 19

Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. CX Leaders Webinar: The Road to Customer Excellence. Highest Views per Month. Top CX Themes.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

CX Journey

JULY 7, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. The map must include more than just what the customer is doing, thinking, and feeling.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

ViiBE Blog

FEBRUARY 28, 2022

Nowadays when digital channels are no longer supplementary tools for business but their main means of development, it is getting particularly important to provide an excellent level of customer service online. Therefore, CRM specialists have to be empowered with tools that would provide rapid solutions and increase customer satisfaction.

e-support 52

e-support CRM ROI First Call Resolution 52

PeopleMetrics

OCTOBER 3, 2019

In this scenario, you figure out the touchpoints and the questions to ask customers. You are responsible for managing the whole process as well as analyzing the data and organizing it into artifacts (usually PowerPoint decks) to present to the executive team. The CX story you tell executives must reinforce the program’s ROI.

Tools 60

Tools Survey CEM ROI 60

Hero Digital

DECEMBER 27, 2018

Today, the customer journey spans across digital channels (websites, mobile apps, smart TVs) and physical ones (in-store shopping, face-to-face financial planning meetings, doctor-patient appointments). For brands to thrive in this environment, they must approach customer experience holistically and bridge any gaps between outlets.

Omni-Channel 40

Omni-Channel e-support Return on Investment Touchpoint 40