ClearAction
OCTOBER 16, 2019
Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Claim the full promise of customer experience ROI by balancing customer acquisition and retention. Acquisition Addiction’s Impact on Customer Experience ROI.
ClearAction
JUNE 29, 2023
in US customer experience is the lowest level now since 2006: are you rising above this trend? 80% of CX practitioners are weak or very weak in 6 CX ROI competencies: among everyone leading experience of customers, partners, and employee, are you ensuring expert competence? US ET): Are 2010s Practices Shrinking Your CX ROI?
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Beyond Philosophy
NOVEMBER 10, 2014
February 2006. Power Report: Customer Switch Auto Insurers Because of Poor Service; However, Savings with New Carrier Often Isn’t Enough to Fully Satisfy.” www.jdpower.com. 24 April 2014. 26 August 2014. < < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. 26 August 2014.
GetFeedback
JANUARY 12, 2020
Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: .
Customer Bliss
DECEMBER 22, 2016
This can be boiled down to a number of core challenges such as: proving ROI and quantifying the business value of customer experience efforts, unifying the organisation siloes and overcoming legacy protocol and technological infrastructure. Overcoming these obstacles is by no means an easy feat! What’s driving this?
ClearAction
NOVEMBER 13, 2014
The 2006 IDC CMO Technology Benchmark Study found that the headcount allocated to MO was about 2.5%. The 2009 Lenskold Group/MarketSphere Marketing ROI and Measurement Study found that companies with MO in place were twice (11% vs 5%) as likely to report having highly effective and efficient marketing.
Team HGS
SEPTEMBER 30, 2019
As we’ve been brought into the process, we’ve become experts at bridging critical gaps—for optimized CX and ROI —in other words, earning and retaining customers for the brand. Scott has been a member of the HGS team since 2006 and worked in the Contact Center Industry since 2000. Every day, we build brand storytelling success.
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