Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. What are the key touchpoints for different personas? Where do they hang out? What are their goals? How do they get in touch with us?

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

SurveySensum

SEPTEMBER 7, 2023

So what should have been the right question to ask at this touchpoint? B2B Manufacturing Survey frequency: Quarterly or semi-annually. They started by sending NPS surveys across five important touchpoints – sales onboarding, issue resolution after-sales, renewal journey, claim, journey, and communication journey.

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

Lumoa

SEPTEMBER 10, 2018

Asking for customer feedback in the right time and via the right channel will not only boost your response and accuracy rates ( here’re few extra ideas of how you can improve the response rates ), but also will help you to understand what’s going on in the different customer touchpoints and in the different segments of the customer experience.

Customer Feedback 72

Customer Feedback Text Analytics Close the Loop Hospitality 72

Qualtrics

APRIL 30, 2019

From the routes they fly to the booking process and the on-board experience, every touchpoint with customers is an opportunity for airlines to deliver breakthrough experiences that build their reputation and help them stand out in a fiercely competitive sector. Customer experience is everything in the airline industry.

Close the Loop 42

Close the Loop Touchpoint Sports Manufacturing 42

Qualtrics

APRIL 14, 2021

Now, the B2B CX program has been used by more than 7,000 employees at Lumen — including top executives — to better understand customer sentiment and take actions to close the loop. Business leaders began to visualize data from touchpoints across the customer journey for its largest customers. Everyone has to own CX,” said Ard.

B2B 26

B2B Close the Loop CX B2C 26