Lumoa

MARCH 5, 2018

For a growing number of B2B companies, the pathway to growth will be through CEM. Now, at least 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2012. Many B2C CX practices have become universal. So did omnichannel communications and personalization. Customer Experience is the new black.

B2B 303

B2B Company B2C Customer Experience 303

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

NOVEMBER 10, 2014

According to the study, “the cumulative return of a $100 investment in the ACSI fund from April 2000 to April 2012 was $490, a gain of 390 percent. By comparison, the S&P 500 returned only $93, a 7-percent loss. < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

MAY 20, 2015

For several years, up through its purchase by Oracle in 2012, RightNow Technologies commissioned a study (conducted by Harris Interactive), where they stated that great customer service (which they labeled as experience) influences downstream purchasing decisions – at least in online retail. and nine other countries.

Consumers 60

Consumers Self Service Study Retail 60

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. As many as 2/3 of Customer service interactions will occur without human-to-human contact. Source: Brian Manusama, Gartner.com ). Clearly, more Customers want self-service options.

Self Service 60

Self Service Exercises Analysis Call Center 60

ENGAGE.cx

JULY 9, 2015

In a 2012 Accenture study, 64% of respondents said it is more important that companies provide relevant offers, as opposed to 36% who said companies should stop tracking their online activity. A majority of customers (86%) said they’d be willing to pay up to 25% more for a better experience.

Customer Experience 40

Customer Experience Hotels Ecommerce Retail 40

ENGAGE.cx

JULY 9, 2015

In a 2012 Accenture study, 64% of respondents said it is more important that companies provide relevant offers, as opposed to 36% who said companies should stop tracking their online activity. A majority of customers (86%) said they’d be willing to pay up to 25% more for a better experience.

Customer Experience 40

Customer Experience Hotels Ecommerce Retail 40