GetFeedback

JULY 19, 2019

Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints. Unlike a customer touchpoint, a customer journey has a beginning and an end.

ROI 309

ROI How To Touchpoint Hotels 309

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. Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. Fine-tuning your CX elements is a constant exercise.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Retently

OCTOBER 1, 2018

CFN Insight – A customer journey mapping tool that makes it easy to improve the customer experience, identify touchpoints, and assign the right key decision makers to act on said customer journey touchpoints. Also, it helps you improve all touchpoints. What are Customer Journey Touch Points?

Customer Journeys 93

Customer Journeys Touchpoint Social Media How To 93

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. Gamification Gamification is all the rage in survey research and for good reason! The good news is that there are still ways to get VoC programs back on track. Here are some key insights.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Lumoa

APRIL 18, 2023

Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.) 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

Feedbackly

OCTOBER 20, 2022

Both platforms allow users to create and distribute customized online surveys and analyze the data for better decision-making. With multi-channel survey distribution, visual survey customization, and offline data gathering, these platforms offer users a streamlined service to manage feedback collection. Functionality.

Feedback 75

Feedback Software Multi-Channel NPS 75

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Adding a call-to-action in their email signatures inviting customers to take a quick, four-question survey about how they’ve been impacted by COVID-19. No worries, if you missed the webinar, you can view it on-demand here. .

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

SurveySparrow

DECEMBER 25, 2023

Focusing on an overall experience or individual aspects of a customer journey and improving each touchpoint experience. Types of Transactional NPS Surveys Transactional surveys are like snapshots of customer happiness, capturing insights at specific moments to fine-tune your business strategies. I think the latter.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Survey 52

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Self Service 52

Self Service How To Roadmap ROI 52

ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. A Net Promoter Score (NPS) survey gets sent every year, and your scores are good. But no other surveys are sent to customers on a regular basis. What the heck do those mean? as a starting point.

Customer Success 52

Customer Success Strategy Roadmap How To 52

SurveySensum

OCTOBER 5, 2020

One of the best ways to do so is by launching a survey. It will tell you at what different stages you should launch customer surveys to collect feedback. . At what touchpoints and milestones should you launch feedback surveys? Now, what are CSAT, CES, and NPS Survey? CSAT Survey. CES Survey.

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

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. Key Touchpoints : Social media ad showcasing the app’s features. Address common concerns and provide solutions through blog posts, FAQs, and webinars.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Without this, for example, it’s way too easy for every team leader to say “let’s send a survey” and quickly inundate customers with feedback requests. ” And finally…iterate and innovate!

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

Gainsight

MARCH 26, 2024

In a recent webinar, Unleash the Full Potential of CS for CSMs: Getting the Most of Gainsight , we sat down with Filley to find out how she approaches Customer Success, how she goes about her day, and what amazing results look like for her. To that end, they have leveraged Gainsight automation to manage their NPS survey program.

Customer Success 52

Customer Success Metrics Touchpoint NPS 52

CSM Magazine

AUGUST 4, 2023

Send Out Surveys & Polls Surveys provide businesses with a valuable opportunity to gain insights into their current customer base’s satisfaction levels, identify areas for improvement, and understand what new features or services customers may desire.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

CloudCherry

MARCH 28, 2019

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. Journey insights move your team from running surveys to having real-time, contextual conversations with your customers.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Gainsight

FEBRUARY 26, 2024

Well-defined customer touchpoints are the foundation of a strong digital experience with your product. User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications. Automate renewals via digital touchpoints.

How To 52

How To NPS Effort Score Touchpoint 52

ClientSuccess

FEBRUARY 15, 2022

This first touchpoint with a candidate only needs to last approximately thirty minutes and should serve as a brief introduction between your organization and the candidate. Webinar: Architecting Your Customer Success Interview Process. Here are five steps to an effective Customer Success interview process: 1. Exploratory Discussion.

Customer Success 81

Customer Success Case Study eBook Touchpoint 81

Feedbackly

DECEMBER 2, 2022

With an EVI® survey, you can understand what aspects of the buying journey are frustrating or difficult for customers and the aspects that are satisfactory. For example, using NPS alone is not sufficient because the survey can only be applied for the post-purchase phase. CX at both micro and macro level.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. Surveys and Feedback: Leverage tools like SurveySparrow to gather insights directly from your audience. Refine Segments: Continuously update your segments based on survey data.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

SurveySensum

NOVEMBER 18, 2021

Types of CSAT survey questions. When should you send a CSAT survey? After webinar. Types of CSAT survey questions. That is why it is imperative to take the survey just after the key moment to get unbiased and honest responses. . Now let’s discuss, when should you send a CSAT survey. After webinar.

Customer Satisfaction 52

Customer Satisfaction NPS Survey Touchpoint 52

Experience Investigators by 360Connext

DECEMBER 17, 2014

While others track analytics and send out surveys, this list is for anyone to who wants to make things happen quickly. Find one verbatim answer from the latest surveys every day. Tackle those trickiest touchpoints in 2015. The very best organizations then act upon those ideas quickly and with vigor. Let’s go!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

SurveySensum

AUGUST 18, 2020

Types of CSAT survey questions. That is why it is imperative to take the survey just after the key moment to get unbiased and honest responses. . The Customer Satisfaction Score survey questions help you evaluate customers’ sentiments towards the interaction. Now let’s discuss, when should you send a CSAT survey.

Customer Satisfaction 69

Customer Satisfaction Survey Touchpoint Customers 69

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

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. Given this, I launched an omnibus survey program to learn from our beta community in a more controlled, proactive way, which helped relieve the team from undue stress. That’s impressive!

Touchpoint 66

Touchpoint Guidelines Survey Groups 66

SurveySensum

AUGUST 18, 2020

Types of CSAT survey questions. That is why it is imperative to take the survey just after the key moment to get unbiased and honest responses. . The Customer Satisfaction Score survey questions help you evaluate customers’ sentiments towards the interaction. Now let’s discuss, when should you send a CSAT survey.

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint Customers 52

Clarivate

JANUARY 29, 2019

We’ve recorded over 75 videos and webinars over the last three and a half years here at CustomersFirst Now. Many of the videos are recordings of our consultants, or our CEO Kerri Nelson, or are a webinar where we had a customer as a special guest presenting their case. CX Leaders Webinar: The Road to Customer Excellence.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

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

TechSee

NOVEMBER 3, 2020

With 61% of customers today reporting that they would avoid technician visits unless strictly necessary (based on an October 2020 survey ), innovative field service organizations have been turning to remote support alternatives in lieu of face-to-face visits. Let’s now go a little deeper into each one of these factors.

Contact Center Workflow 109

Contact Center Workflow Self Service Contact Center Social Media 109

InteractionMetrics

JUNE 17, 2015

Earlier this month, I discussed how to improve your customer satisfaction survey in a GoToAssist webinar. One person said they learned about what NOT to do with their satisfaction survey, but they wanted to hear more about what they SHOULD do. Be sure to use that competitor’s name in a few areas of the survey.).

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Survey NPS 40

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. tech-touch versus high-touch ) and lifecycle phase (e.g., onboarding versus adoption) to ensure your resources’ relevancy.

Customer Success 98

Customer Success Knowledge Base Multi-Channel Touchpoint 98

SurveySparrow

JANUARY 31, 2024

We can’t leave out the survey novices here now, can we? An NPS survey asks customers a simple question: “How likely would you recommend us to your friends?” Well, again, if you want a formula, here you go: CES = Total Sum of Responses/Total Number of Responses ​ Try this customer effort score survey !

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 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. Finally, we will have an updated, self-service survey engine released this year! Fire away those ad hoc surveys!

Trends 90

Trends Self Service B2B Roadmap 90

Clarivate

FEBRUARY 21, 2018

Many companies have years’ worth of customer survey data, much of which has only been given a cursory review by the marketing team. If you want to hear more about our data-driven strategies from an actual customer, you can register for our next webinar with WebPT here. New Type of Customer Data.

Analytics 49

Analytics Customer Journeys Touchpoint Call Center 49

Alida

OCTOBER 18, 2018

The quality of panels and ad hoc surveys is rapidly diminishing. It’s all about consistency throughout your communications with a customer, across every touchpoint. Webinar: How GAME took the retail experience to the next level. How does your organisation approach relationships and insight? Register today!

How To 113

How To Groups Customers Innovation 113

Hello Customer

JUNE 30, 2022

You can integrate the Hello Customer platform with any of your existing systems, to combine customer feedback with other customer data, or trigger surveys automatically after an interaction. According to a Forbes survey , over 80% of enterprise Business Operations leaders say data integration is critical to ongoing operations.

Feedback 52

Feedback CRM Effort Score Multi-Channel 52