Retently

APRIL 6, 2022

By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. . One of the best ways to do that is by tracking customer satisfaction metrics. But how do you prevent situations like that from getting out of hand?

Customer Satisfaction 154

Customer Satisfaction Healthcare Retail NPS 154

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 165

Customer Experience NPS Touchpoint Close the Loop 165

ECXO

APRIL 29, 2024

41 The ”Secret Sauce” If we go deeper into the wonderful world of CX, we can start to understand the role of customer psychology. Understanding what makes a customer tick can prove to be a game-changer. Businesses that can forge an emotional connection with their customers often enjoy higher levels of customer satisfaction and loyalty.

CX 283

CX Innovation Machine Learning Technology 283

Uniphore

NOVEMBER 16, 2021

The customer experience has shifted to the contact center. It’s now the main — and often only — human touchpoint for banks and their customers. Using conversational AI to automate ACW improves the experience for both your customers and your agents, while driving productivity and accuracy.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Retently

MARCH 17, 2025

Heres how they break down: Weekly Reports The Whats Happening Now Report Covers the latest ticket trends, response times, customer complaints, and quick wins. Helps teams react fast to emerging issues in different CX touchpoints (e.g., Tracks customer pain points in real-time. Yet the real value comes from customer comments.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

SurveySensum

APRIL 11, 2025

Key Driver Analysis (KDA) is a technique that helps you identify and evaluate all the factors that have the biggest impact (can be positive or negative) on your outcome variable like customer satisfaction , loyalty, or brand perception. Thus, youll know if your customers love your product but find delayed customer support frustrating.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Zendesk

DECEMBER 7, 2021

Let’s start with the basics: What is a customer touchpoint? To put it simply, a customer touchpoint is any time a consumer interacts with your brand, whether that’s through an employee, a website, an advertisement, or an app. And the experiences consumers have with those touchpoints can shape how they view your company.

Touchpoint 52

Touchpoint Customer Journey Map Legal Retail 52

Retently

AUGUST 13, 2024

Yet, to really understand what makes them tick, businesses turn to customer satisfaction metrics – handy tools that capture how customers feel and what you can do to make their experience even better. Understanding these differences can shape how you track and improve customer satisfaction.

Customer Experience 113

Customer Experience NPS Net Promoter Score Customer Satisfaction 113

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 138

Net Promoter Score NPS Close the Loop Customer Satisfaction 138

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 billion market by 2027 – this simple addition to your signature could be your key to unlocking deeper insights into customer sentiment. Avoid heavy graphics or cluttered designs that could distract from the email’s main message.

Customer Satisfaction 140

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 140

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 141

Customer Experience NPS Touchpoint Net Promoter Score 141

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. The reason? Find out more here.

CX 156

CX Net Promoter Score Innovation Touchpoint 156

Totango

FEBRUARY 23, 2022

What Are the Stages in a SaaS Customer Journey? The SaaS customer journey can be broken down into six main stages: Evaluation : a prospective customer becomes aware of your brand, perhaps through a review site such as TrustRadius , prompting them to visit your site and consider your product, often by trying a freemium subscription.

Customer Journey Map 117

Customer Journey Map Touchpoint Start-ups Social Media 117

CX Journey

AUGUST 18, 2016

Identify and Understand Customers Identity-driven touchpoints are designed to understand who the prospect or customer is. Deliver Convenience Digitally Digitally-enabled customer touchpoints include mobile web, mobile apps, text messaging, live chat, online customer communities, live videoconferencing, and self-service portals.

Touchpoint 52

Touchpoint E-commerce Innovation Manufacturing 52

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

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 140

NPS Net Promoter Score Customer Satisfaction Customer Feedback 140

SurveySensum

OCTOBER 31, 2024

Effective digital customer engagement is driven by personalization, real-time engagement, and quick response and resolutions. However, how is it different from traditional customer engagement? Digital Customer Engagement vs Customer Engagement? But, that’s not all.

Social Media 52

Social Media Omnichannel Technology Technology 52

ECXO

JULY 8, 2024

#productdesign #CX #adoption #experiencedesign #UX Share on X This multidisciplinary field integrates elements of customer experience (CX), user experience (UX) design, user interface (UI) design, interaction design, and visual design. The Main Challenges Well-designed, technology-adoptable solutions are crucial in both B2B and B2C contexts.

Touchpoint 156

Touchpoint Technology Technology VOC 156

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. Taking the importance of collecting customer feedback out of the way, where do we start?

Retail 113

Retail CX NPS Touchpoint 113

Retently

OCTOBER 11, 2024

EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect.

Retail 140

Retail Scorecard Sentiment Analysis Customer Service 140

Lumoa

JANUARY 3, 2023

These questions are at the end of the survey for two main reasons: . . The main point here is that in most cases, you can actually go by, or solve with a simple KPI and a “why” question. . Forget manual work as all the touchpoints are organized for you in an instant. For example, age, gender, household income etc. . .

NPS 147

NPS Touchpoint Construction Close the Loop 147

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

OCTOBER 3, 2023

She realized that along with top-notch service, it is also important to understand customers’ needs and satisfaction. Sarah initiated a customer satisfaction survey to gather insights on automotive customers’ experiences. Reasons for Rejecting What were the main reasons for rejecting our dealership?

Customer Satisfaction 52

Customer Satisfaction Social Media Finance Sales 52

Aquire

JULY 6, 2021

The B2B customer journey is a complex matter, packed with a host of different touchpoints that affect customer experience. Understanding that complexity is essential in planning your customer service and marketing strategies. Definition of B2B customer journey. That’s all part of the customer journey.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Zendesk

FEBRUARY 10, 2022

Customer experience optimization is the process of gaining a deep understanding of your customers and enhancing the customer journey across all touchpoints. In short, it’s adopting a customer-centric mentality. Make it two negative experiences, and 76 percent of customers are out the door.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

SurveySensum

OCTOBER 1, 2024

Wondering what types of metrics measure customer satisfaction? We’ll break down the key customer satisfaction metrics that are simple to track and essential for keeping your customers happy. But before that, let us demystify what the phrase ‘customer satisfaction’ means.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score NPS Close the Loop 52

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. What Are the Main Steps in the Customer Journey? Applying Automation Tools.

Customer Journey Map 99

Customer Journey Map Touchpoint Customer Satisfaction Voice of the Customer 99

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Count on actionable insight to elevate your customer interactions.

Customer Service 125

Customer Service Net Promoter Score NPS Customer Satisfaction 125

Aquire

MAY 19, 2021

Customer experience management, then, is how you go about controlling these interactions to create the best possible experience. Gartner sums it up nicely as: “The practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.

Customer Experience Management 105

Customer Experience Management Customer Experience Customer Journey Map Net Promoter Score 105

SurveySensum

MAY 7, 2025

Improve overall experience Ensure every touchpoint is responsive and personalized. Ticket analysis turns reactive service into proactive action, boosting efficiency and customer loyalty. Customer support analytics matters because 45% of customers expect their issues to be resolved in the very first interaction.

Sentiment Analysis 52

Sentiment Analysis Machine Learning Net Promoter Score AI 52

Totango

NOVEMBER 5, 2021

If you think of it in terms of building a house: that team designs the house; I’m the general contractor so my team and I help build the house, and then the CSMs are the ones who are actually living in the house and managing the relationships with the customers. What were the main challenges you found when implementing a digital strategy? .

Customer Journey Map 115

Customer Journey Map Touchpoint Start-ups Engineering 115

SurveySensum

DECEMBER 4, 2024

The answers to these questions can point out where banks need to improve, what new things they can try out, and how to boost customer satisfaction and loyalty. In banking, it is crucial to gauge customer satisfaction and loyalty. NPS metric is used to gauge a business’s customer satisfaction and loyalty.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Aquire

NOVEMBER 25, 2021

According to a study led by Google, if we count all the possible research and interactions before and after a purchase, touchpoints may be anything from 20 (for candy) to 500 (for flights). What is a customer journey map? Benefits of customer journey mapping. Where would you go next if you were an actual customer?

Customer Journey Map 98

Customer Journey Map Social Media Net Promoter Score Touchpoint 98

Lumoa

FEBRUARY 2, 2023

What’s the Difference Between Customer Experience and Customer Service? The customer experience (CX) is a customer’s impression of an organization or brand based on their interactions with you. While customer experience is still important, the way someone interacts with you is not like it was a decade ago.

Retail 88

Retail Net Promoter Score Customer Experience CX 88

Retently

AUGUST 12, 2024

This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those customers smile!

NPS 80

NPS Retail Net Promoter Score Touchpoint 80

Retently

MAY 2, 2023

Yet, if you’re looking for a quick and reliable source of relevant information, surveys remain the go-to choice for successful businesses looking to improve customer experience. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES.

CX 138

CX NPS Customer Satisfaction Start-ups 138

Uniphore

DECEMBER 17, 2021

Yet, many payers are still struggling to eliminate the friction in patient/member journeys, improve consumer satisfaction and loyalty, and driver greater efficiency. Scoring an “Ok” Satisfaction Rating Isn’t Enough. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130