InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Enhanced Multi-Channel Communication The digital age has ushered in a plethora of communication channels, from social media to chatbots. Enter analytics.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

CSM Magazine

JULY 4, 2019

From self-service to social media and automated chatbots, you have a plethora of opportunities to provide your customer with an amazing CX. Join this exclusive 45-minute webinar (or receive the recordings) here. Join this exclusive 45-minute webinar (or receive the recordings) here.

Self Service 45

Self Service Customer Service Gamification Social Media 45

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

SurveySensum

JANUARY 26, 2024

From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey. Scenario : Emily, a fitness enthusiast, stumbles upon an online advertisement for a new fitness app while browsing social media. User testimonials and success stories.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

InMoment XI

OCTOBER 10, 2023

These metrics delve deep, capturing the nuances of every touchpoint, from the initial inquiry to post-purchase survey. Social Media Metrics We live in a digital age, where social media platforms have become the new frontier for customer service. Elevate your customer service game today by watching this webinar.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

NobelBiz

OCTOBER 24, 2023

. – Christian Montes, Executive Vice President of Client Operations @NobelBiz Key Components of a Customer Experience Map: Touchpoints These touchpoints are the various points of interaction between the customer and the brand. Social media engagement for customer feedback. Agent-assisted support via phone.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

BirdEye

MARCH 29, 2024

In a recent survey of our expansive network of over 150,000 customers, it was discovered that 81% of businesses manage their social media strategies at the corporate level. You’ll learn how to craft a real estate social media strategy that’s not just good but great—bringing in new business.

Social Media 57

Social Media Tips Sales Advertising 57

CSM Magazine

MAY 10, 2024

Customer Feedback Loop Incorporate regular feedback mechanisms at various touchpoints to gauge customer satisfaction early on. Offer multiple channels for support—such as chat, email, phone, and social media—to cater to customer preferences. Ensure your support team is equipped to handle inquiries and resolve issues promptly.

How To 52

How To Social Media Analytics Touchpoint 52

CSM Magazine

AUGUST 4, 2023

Imagine a scenario where a coffee shop actively engages with its customers through personalized loyalty programs, social media interactions, and timely promotions. Leverage Social Media Platforms Social media platforms like Facebook, Twitter, Instagram, and YouTube are great tools for engaging with your customers.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

BirdEye

OCTOBER 3, 2023

Access the webinar here. Online/public complainers: Vent on public forums like review sites or social media. Disgruntled customers can now easily criticize companies via social media, text messaging, review sites, community forums, and more. Want to hear the full conversation?

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

BirdEye

NOVEMBER 30, 2023

Digital marketing for law firms includes a combination of strategies like: Search engine optimization Pay-per-click ads Social media marketing Email marketing Content marketing Digital marketing allows much more precise targeting and measurable results. There is also often a substantial upfront cost involved.

Marketing 109

Marketing Social Media How To Advertising 109

GetFeedback

JULY 19, 2019

Digital channels provide fairly straightforward ways to gauge customer attitudes based on social media posts and online review, but the volume of available data can be vast, and the implications can be unclear. The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Check out the full webinar recording here.

Data 262

Data How To Social Media Effort Score 262

Comm100

FEBRUARY 10, 2022

Glossier’s customer service department responds to buyer messages and comments on social media. Customer data comes through various channels—email, website, social media, and sales calls. An average buyer has access to multiple brand touchpoints in their journey—social media, email, live chat.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

Lumoa

APRIL 18, 2023

CX Survey Sample Your customers and prospects are constantly giving you data: Social media posts, sales calls , product usage patterns, emails, support tickets, product review pages, and so on. An analytics tool enables you to find the pain points across all of your customer touchpoints, both pre- and post-sale.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

SurveySensum

APRIL 8, 2024

Employ tools like Google Analytics, social media insights, and customer feedback to gather data on your audience’s demographics, preferences, and online behaviors. Social Media Engagement: Identify which social media platforms your target audience uses most and establish a strong presence there.

Strategy 52

Strategy Social Media Advertising Analytics 52

Experience Investigators by 360Connext

APRIL 14, 2020

If you don’t have any data: Consider places that can give you some, like customer service case codes and social media discussions. Systems, procedures, and touchpoints. What are the channels, touchpoints, and systems your customers are using? What are your customers saying on social media?

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

BirdEye

MAY 3, 2023

Common examples of B2B marketing channels are Search Engine Optimization (SEO), Pay-Per-Click (PPC) advertising, content marketing, B2B online communities and select social media platforms, email marketing, and webinars. Run a paid social media ad asking for more likes and shares. Enter the world of SEO.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Experience Investigators by 360Connext

DECEMBER 17, 2014

Tackle those trickiest touchpoints in 2015. Stay tuned for details on how to accomplish more than most do in a year by taking our upcoming 30 Day CX Challenge and joining us for our 2015 Webinar Series. Encourage everyone to send hand-written cards to whomever they’d like – customers, prospects, employees, vendors, etc.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

NobelBiz

MAY 25, 2023

What are Customer Data Platforms A Customer Data Platform or CDP is software that aggregates and organizes customer data across various touchpoints and channels into a single, unified database. Today, there are many different CDPs available on the market, each with its own unique features and capabilities.

Call Center 98

Call Center Software Data Contact Center 98

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. Leverage social media and develop a legion of fans. are touchpoints in this stage. Hold the buyer’s attention with the help of podcasts and webinars.

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52

Clarivate

MARCH 30, 2023

Creating touchpoints outside of email will provide faculty with more ways to learn about funding opportunities. Links to Curated Lists can be shared on Twitter or other social media platforms. Send out newsletters consistently, at a regular cadence. Automate newsletter content and deployment. Ask for feedback.

Connections 52

Connections Social Media Case Study Communication 52

NobelBiz

FEBRUARY 14, 2023

Here are some ways that data integration can help achieve a complete customer view: Combining data from multiple systems: Data integration allows contact centers to combine data from different methods, such as a CRM system, website analytics, and social media, to create a complete view of the customer.

Contact Center 52

Contact Center Customer Journeys CRM Social Media 52

Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. Social media has put the megaphone in customers’ hands to tell the story of their experience of your brand.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

Beyond Philosophy

MAY 15, 2017

Social Communications – The immediacy of social media makes it a veritable marketing tool. Brands know they need to be very responsive over social media along with other channels. Customers tend to share their experiences, both positive and negative over social media. Do you still visit the malls?

Omni-Channel 133

Omni-Channel Social Media e-support Retail 133

SurveySparrow

APRIL 11, 2021

Have they attended any webinars or demos? What is their social media interaction with your brand like? Organize a webinar where you share valuable information with your target market. Sign-up forms on your website and other interaction touchpoints. How many times have they opened emails from you? Signup for Free.

Strategy 98

Strategy How To Effort Score Social Media 98

TechSee

NOVEMBER 3, 2020

Technicians may use augmented reality or computer vision technologies to help them provide remote support to customers through several digital touchpoints—web, voice, chat, messaging, social media, video and email—and therefore support multiple channels of customer engagement.

Contact Center Workflow 109

Contact Center Workflow Self Service Contact Center Social Media 109

Kustomer

FEBRUARY 19, 2024

It’s an all-in-one customer support solution that streamlines the process of managing customer queries and issues across various channels, including email, chat, phone, social media, and websites. With Kustomer, you can scale smarter and faster with seamless self-service at every customer touchpoint.

Self Service 52

Self Service Software Knowledge Base Social Media 52

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Brands today are under pressure to develop service strategies that support many channels, from websites to social media. Every touchpoint is a key part of the customer experience.

Customer Journeys 44

Customer Journeys Effort Score Social Media Omni-Channel 44

Experience Investigators by 360Connext

JUNE 4, 2015

I hosted a webinar last week about digital experience. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. Free Webinar June 25th: Walking in Your Customers’ Shoes. Thanks to all who joined us for our May webinar!

Omni-Channel 110

Omni-Channel Customer Journeys Exercises Social Media 110

CSM Magazine

SEPTEMBER 20, 2021

Generally, businesses interact with the customers on standalone touchpoints in their journeys such as: First purchase. However, studies reveal that focusing on the entire customer journey instead of these standalone touchpoints is one of the vital customer service skills. First visit. Subscription. Problem resolution.

Examples 98

Examples Tips Self Service Social Media 98

Playvox

FEBRUARY 16, 2024

Data from omnichannel customer touchpoints — calls, social media, email, online chat, and more — provides companies with greater insights on customers. Get started on your journey with our on-demand webinar “ How to Infuse AI Into QM: What You Need to Know. ” A plethora of data are now available.

Contact Center 75

Contact Center Management Effort Score Call Center 75

Experience Investigators by 360Connext

MAY 13, 2015

Join us on May 28th for a free webinar and you’ll learn how to jump in and discover the make or break moments. Do you know what’s chasing your customers away? Have you tried creating a customer journey map? Is it a living tool that reflects the true digital experiences your customers encounter? Sign up now.

Customer Journeys 110

Customer Journeys Social Media Consulting Employee Engagement 110

BirdEye

MARCH 4, 2024

When you guide recipients through a storyline specific to their interests over several touchpoints, they pay more attention and interact more than they would with traditional email blasts. Higher engagement People prefer to engage with content that interests or feels relevant to them. Here is a step-by-step guide to help you get started.

Marketing 109

Marketing How To Multi-Channel Tips 109

CX University

MAY 18, 2020

Instead, talk directly with customers and look at unsolicited data from social media and recorded phone calls to find their pain points. Then it looks at how this data compares to data from other sources, such as social media. The negative feedback will often be your most valuable. Login What are you waiting for?

Conference 52

Conference Social Media Gamification Insurance 52

Playvox

MARCH 5, 2024

Data from omnichannel customer touchpoints — calls, social media, email, online chat, and more — provide companies with greater insights on customers. Check out our on-demand webinar “ How to Infuse AI Into QM: What You Need to Know. ” Provide a better agent, analyst, and customer experience. Ready to learn more?

Self Service 78

Self Service Management Contact Center Effort Score 78

Kustomer

JULY 23, 2019

This device proliferation and increase in data results in an overwhelming number of touchpoints that must be tracked and connected to the customer’s buying journey. An additional complication is the increase in possible touchpoint locations: digital searches, email, social media, website, and more.

Connections 45

Connections Self Service Customer Experience Data 45

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