Retently

MARCH 11, 2025

Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn. CX Managers arent just fixers but business growth drivers. But in reality, their job goes far beyond answering tickets or handling complaints.

CX 115

CX Customer Experience Net Promoter Score NPS 115

ECXO

APRIL 7, 2024

It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used. It is the backbone of customer satisfaction, loyalty, and ultimately, business growth. And it is creativity that makes all the difference.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

ECXO

APRIL 29, 2024

A solution that can turn every customer interaction into a delightful experience, foster brand loyalty, and ultimately drive business growth. Gather and Act on Feedback: Continuously collect feedback from customers on their experiences across both digital and human touchpoints. Sounds too good to be true, doesn’t it?

CX 283

CX Innovation Machine Learning Technology 283

Intercom, Inc.

OCTOBER 22, 2020

This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Once you understand your customers’ priorities, expectations, and pain points, you can design a personal, contextual customer journey that helps them seamlessly achieve their version of success in a delightful way, at every touchpoint.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Customer Think

SEPTEMBER 19, 2024

In today’s competitive business landscape, the synergy inside of Support and Customer Experience (CX) departments is critically crucial for fostering strong customer relationships, successfully organized touchpoints and ensuring organizational prosperity.

CX 106

CX Touchpoint Business Growth Customer Relationship 106

Ameyo Callversations

MAY 4, 2022

Multichannel integration: Today, customers are active across online touchpoints, including social media channels, websites, connected TVs, etc. A cloud-based communication strategy undertakes all these touchpoints into consideration while interacting with them. appeared first on Ameyo.

Business Growth 52

Business Growth Contact Center Artificial Intelligence ML 52

Lumoa

FEBRUARY 9, 2023

It involves creating customer touchpoints, analyzing customer feedback and data , and leveraging customer insights to build customer-centric products/services. By understanding customer needs and preferences, businesses can create customer experiences that drive customer engagement and customer loyalty.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Intercom, Inc.

OCTOBER 18, 2021

3 touchpoints to determine your metrics. What are the individual steps a user needs to take within our product to achieve a goal? Is this feature designed to solve a problem that all our users have, or just a subset of our users?

E-commerce 269

E-commerce Start-ups Finance Customer Acquisition 269

Intercom, Inc.

MARCH 22, 2022

Building customer touchpoints is not the same as building engagement. Modern engagement is an open channel between the customer and the business – in the product, in the moment, on their terms, and ongoing throughout the entire customer journey. Engage across every touchpoint. In business, growth is everything.

Omnichannel 129

Omnichannel Touchpoint Sales Engineering 129

Hodusoft

JANUARY 30, 2025

An omnichannel contact center solution empowers businesses to meet these expectations by unifying all communication channels into a single platform, ensuring consistent interactions and personalized support at every touchpoint. The result? How Omnichannel is Different from Multichannel Contact Centers?

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

SurveySensum

DECEMBER 18, 2024

To improve customer tolerance level, you can: Add more customer touchpoints for assistance Enhance transparency about service issues Simplify accessibility and processes 3. Lets now understand why NPS is important for business growth. Lets explore some benefits of a good NPS score. Frequently Asked Questions 1.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

SugarCRM

APRIL 14, 2022

Data fuels the actionable insights that sales, marketing, and service teams need to act decisively at every critical touchpoint to drive high-definition customer experiences and reverse the Great Customer Resignation.”. “A key contributor to losses on each side of this equation is a lack of data. Closing Thoughts.

Business Growth 48

Business Growth Artificial Intelligence ML CRM 48

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. You’ll quickly touchpoints where there’s an opportunity to reduce friction for customers. Send out surveys to customers and get their feedback on your sales process.

Customer Experience 141

Customer Experience Contact Center Touchpoint CX 141

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Where Does the Data Come From?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

SurveySensum

OCTOBER 31, 2024

Boosts Business Growth and Profit A 5% increase in customer retention can result in a 25% increase in profit and the Pareto Principle states that 80% of your profit comes from 20% of your customer base. So, share relevant content, respond to comments in real-time, and actively participate in online conversations.

Social Media 52

Social Media Omnichannel Technology Technology 52

Intercom

APRIL 3, 2025

Traditionally, scaling support meant simply adding headcount, creating a linear relationship between business growth and support costs. The real cost: Slowed-down business growth, player churn due to poor experiences, damaged brand reputation.

Gaming 52

Gaming AI Start-ups Business Growth 52

Zendesk

JANUARY 18, 2022

Being able to tie customer service to business growth is incredibly valuable and often what is needed to get leadership backing and the investment in customer service that they don’t have today. 2022 will be the year where customer service is no longer an afterthought, but a genuine opportunity for growth and revenue.

Customer Service 98

Customer Service Outlook Business Growth Customer Loyalty 98

Retently

JULY 28, 2023

If we were to consider businesses in other countries, the numbers would probably be even worse. Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth.

CXM 122

CXM CX Start-ups Touchpoint 122

SurveySensum

OCTOBER 17, 2024

In other words, today’s modern connected consumer interacts with a business across multiple touchpoints. More than 50% of companies are not able to translate customer feedback into actionable insights for business growth. It can be through emails, social media, websites, chatbots, or any other medium.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Hodusoft

DECEMBER 26, 2024

They fail to leverage every touchpoint for deeper customer interaction and engagement. Collect feedback at every touchpoint (chat, call, or email) to refine contact center operations. Missed Opportunities for Engagement “Nothing is more expensive than a missed opportunity.” ” This quote by noted American author H.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 This smart, efficient tool transforms your everyday communication into a strategic data collection engine that fuels CX improvements and business growth. That’s exactly what email signature surveys can do!

Customer Satisfaction 134

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 134

Totango

OCTOBER 18, 2023

, we discussed how—in today’s competitive and volatile environment—driving consistent growth is hard, acquiring new customers is expensive—as much as 5X more expensive to win a new customer —and securing retention is key. That’s why many CEOs and executive boards are turning to customer success teams to be the drivers for business growth.

Customer Journey Map 108

Customer Journey Map Touchpoint Start-ups Business Growth 108

VOZIQ

FEBRUARY 18, 2021

Impact on business valuation: Recurring revenue denotes business growth. The valuation of a business is directly proportional to how long customers continue to invest in it. Companies should be committed to continuous value delivery throughout the journey of customers across all touchpoints.

Touchpoint 98

Touchpoint Business Growth Sales Customer Relationship 98

Sprinklr

AUGUST 12, 2021

The benefits are clear: new business growth, increased competitive advantage, and an improved customer experience across all touchpoints. According to research from LinkedIn, 92% of financial advisors who use social media for business say social media has helped them gain new clients.

Social Media 111

Social Media Education Sales Compliance 111

Retently

DECEMBER 11, 2024

Because happy customers stick around, and loyal customers fuel business growth. Retaining satisfied customers saves you the cost of acquiring new ones while building a foundation of trust and repeat business. Lets explore how to customize CSAT questions for maximum impact at various touchpoints. Thats huge!

Touchpoint 90

Touchpoint Actionable Insights Start-ups Customer Satisfaction 90

Intercom

FEBRUARY 27, 2025

Omnichannel brand consistency: Maintain your brand voice and support quality whether players reach out through live chat, email, social media, or in-app messaging, creating a seamless experience across all touchpoints. Join the thousands of companies already using Fin to transform their support and drive business growth.

Gaming 52

Gaming Compliance AI Sports 52

Retently

APRIL 6, 2022

Map the critical touchpoints, set clear objectives and hence build relevant CSAT questions that could lead to the desired outcome. At Key Customer Lifecycle Touchpoints. This is a tricky question, mostly because you can’t really use CSAT to efficiently predict business growth. Keep Ratings on the Same CSAT Scale.

Customer Satisfaction 150

Customer Satisfaction Healthcare Retail NPS 150

Gainsight

MARCH 7, 2023

To build a durable business in this market, organizations simply can’t increase CSM headcount to keep pace with business growth. In turn, pooled CSM teams can operationalize every touchpoint along the customer journey—so they never miss an opportunity to drive value for customers and revenue from renewals and expansions.

Healthcare 102

Healthcare Start-ups NPS Touchpoint 102

Totango

FEBRUARY 6, 2020

Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. Access to Customer Data Across Teams. To remain relevant to your customers, you must align your goals with theirs.

Actionable Insights 94

Actionable Insights Touchpoint Sales Business Growth 94

Experience Investigators

APRIL 23, 2024

So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success. Strategic Investments in Customer Experience As we often say, CX is a team sport.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

InteractionMetrics

JANUARY 31, 2025

Companies that have experience increasing retention rates and delivering business growth strategies are especially effective at helping brands build long-term customer relationships. They use data collected to measure satisfaction levels, identify customer needs, and evaluate key touchpoints in the customer journey.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

CX Journey

DECEMBER 30, 2014

Journeys, Not Touchpoints While it''s important to look at the individual touchpoints, moments of truth, interactions, channels, etc., Journeys, Not Touchpoints While it''s important to look at the individual touchpoints, moments of truth, interactions, channels, etc., I share my six rules for doing just that.

Customer Experience 66

Customer Experience Touchpoint Customer Journey Map Customer Acquisition 66

CommBox

JUNE 4, 2024

An Omnichannel communication strategy holds the key, offering a seamless, integrated customer experience across all touchpoints. Omnichannel communication integrates all customer touchpoints to provide a unified and consistent experience. Is enhancing customer experience and satisfaction central to your company’s mission?

Omnichannel 52

Omnichannel Social Media Touchpoint AI 52

Customer Bliss

AUGUST 1, 2017

Prior to joining Aon Tom was employed as a Senior Customer Experience Analyst for Forrester Research during which he worked with client business and technology leaders to develop customer-obsessed strategies to drive business growth. This takes us seasoned CX veterans back to getting the dirt under their fingernails.).

Customer Experience 0

Customer Experience Retail B2C Government 0

CSM Practice

JANUARY 13, 2021

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. Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Meaningful relationships, cadences, and touchpoints.

Touchpoint 98

Touchpoint Start-ups Education Sales 98

Retently

AUGUST 12, 2024

Relationship NPS tracks long-term loyalty and satisfaction trends, while transactional NPS provides immediate feedback on specific touchpoints. Effective NPS tools should capture feedback from all these touchpoints to provide a comprehensive view of the customer experience. However, the metric can be used in different contexts.

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

Retently

MARCH 14, 2023

In this article, we’ll compare post-purchase NPS surveys and product reviews as a measure of customer satisfaction, provide ecommerce businesses with a better understanding of the strengths and limitations of these two methods, and explore whether product reviews can be an alternative or rather complementary to NPS surveys.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135