Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Hello Customer

MAY 17, 2020

Hello Customer aims to make its high-performance platform even more efficient and is gearing up to consolidate its growth, both in Europe and in the US. With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be.

B2B 98

B2B Feedback Technology Customers 98

Forrester's Customer Insights

APRIL 13, 2022

On Monday, April 11, 2022, identity management and governance (IMG) vendor SailPoint announced that it was being bought by private equity (PE) firm Thoma Bravo for $6.9 This is not the first rodeo for Thoma Bravo with SailPoint; in 2014, the PE firm bought out SailPoint’s original venture capital investors and remained an owner […].

Government 26

Government Management 26

Forrester's Customer Insights

MARCH 10, 2021

Back in 2014, my colleagues and I declared that “the future of business is digital.” ” Yet, to build a digital business, you must build digital products. And the most disruptive digital businesses — well, they build great digital products. How Do Disruptive Digital Leaders Build Great Digital Products?

How To 49

How To Management Customers 49

SurveySparrow

FEBRUARY 18, 2024

Feedback Management No feedback will go unaddressed with the closed-loop process for efficient customer follow-ups. You can block multiple responses, customize landing pages, and prompt agents for follow-ups, enhancing engagement and response rates. We know that Customer Thermometer primarily focuses on email-based feedback.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Forrester's Customer Insights

AUGUST 14, 2020

CEOs who put off digital investments to focus on more pressing priorities may be wishing they heeded Forrester’s advice from 2013 and 2014. It’s no surprise that interest in digital has skyrocketed in a post-COVID-19 world. Some digital teams are scrambling to modernize experiences […].

Strategy 46

Strategy Management Customers 46

Hello Customer

MAY 17, 2020

Hello Customer aims to make its high-performance platform even more efficient and is gearing up to consolidate its growth, both in Europe and in the US. With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be.

B2B 52

B2B Feedback Technology Customers 52

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. About Chris Rogers. Serina holds a M.S.

Feedback 81

Feedback Survey Case Study Analytics 81

SurveyGizmo

JULY 13, 2018

Brand managers have a tough job of cutting through the noise to successfully position a brand, finding golden opportunities to create and sustain differentiation, and plowing through volumes of competitive mayhem — and we expect them to also digest and apply market research data with flair? Are you a brand manager? Yeah, right.

Brands 51

Brands Marketing How To e-support 51

Forrester's Customer Insights

MAY 6, 2019

CVS Takes The Next Step To Align Its Operations And Values After pulling tobacco from its shelves in 2014, last week retailer CVS Health announced that it would not work with agencies who have tobacco or e-cigarette clients. Both decisions stem from the retailer’s desire to align operations with values. The effort is part of […].

Strategy 45

Strategy Retail Brands Management 45

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. finding customer acquisition channels that are highly scalable, repeatable, and profitable. . To manage them, you need different champions. Monitor and handle the Customer Onboarding process.

Customer Retention 52

Customer Retention CRM Customers Analytics 52

Thematic

DECEMBER 5, 2018

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). Customer professionals said their biggest barrier was the inability of translating customer insights into business operations.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” Despite most brands declaring to be customer-centric, many CX programs have failed to realise the full potential of an experience management program.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Eptica

JANUARY 23, 2019

82% of this group are on email, up from 69% in 2014. You might also be interested in these posts: 3 ways to deliver real value from Voice of the Customer insight. Why chat is key to successful customer experience for every brand. Share this page on: Tweet.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Win the Customer

NOVEMBER 14, 2016

These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Don’t hesitate to engage. Conclusion.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Stella Connect

JULY 17, 2017

Stan Lucas, AVP of Customer Insights and Advanced Analytics for Lane Bryant, recalls the beginning of the end of the company’s cost-containment (and therefore costly) approach to contact center management. “We Stan Lucas, AVP of Customer Insights and Advanced Analytics, Lane Bryant.

Contact Center 45

Contact Center Sales Metrics Apparel 45

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. About Chris Rogers. Serina holds a M.S.

Feedback 40

Feedback Survey Case Study Analytics 40

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

delighted

OCTOBER 22, 2019

The team decided to use NPS as one of their key metrics for measuring exactly how a customer felt about their Bonobos experience and whether or not the customer would be willing to refer Bonobos to friends or family. At the beginning of 2014, the company experimented with adding an extra step to the shipping process.

Net Promoter Score 41

Net Promoter Score Case Study Study NPS 41

Clarabridge

MARCH 30, 2017

So what can you do to make sure the customer experience surveys you are sending out still provide some value to your company? And how can you use them to drive improvements to the overall customer experience? Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis.

Survey 40

Survey Strategy Customer Experience Analytics 40

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

Forrester's Customer Insights

JULY 20, 2015

IoT will be driven by the business side of the house, but a close collaboration between business and technology management stakeholders is a prerequisite for success. Let's take a closer look at how adoption plans for IoT have evolved over the past year.

Data 20

Data Technology Report Survey 20

Retently

JUNE 4, 2018

The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with. Closing the feedback loop.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

delighted

JANUARY 7, 2020

This means that brands need to measure and manage customer experience at every stage of the customer journey, and nothing highlights this more than how disappointed customers currently are in the quality of mobile brand interactions. Customer experience trend #4: Collect and use CX insights to drive business decisions.

Trends 40

Trends Brands Customer Experience Survey 40

SuiteCX

JANUARY 19, 2015

It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements. 10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

SmartKarrot

APRIL 20, 2022

This is a key reason businesses should invest in building customer loyalty, and loyalty programs help. Customers tend to spend more on a brand/ product that provides personalized services. And with the customer insights from loyalty programs, businesses can build a personalized approach. Managing data from the program.

Loyalty Programs 11

Loyalty Programs B2B Loyalty Examples 11

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Maru/HUB

JANUARY 17, 2018

MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion in 2014 to $8.39 billion by 2019, the customer analytics market from $1,623.2 In recent years, we have witnessed a huge transformation in customer experience and the evolution is set to continue in years to come.

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

Martin Hill-Wilson

MAY 27, 2015

It’s all useful if you remember the golden rule of customer insight. People in the UK spent an average of 20 hours and 30 minutes online each week in 2014, over double the amount in 2005. From 30 minutes in 2005 to nearly two and a half hours in 2014. Expectations around autonomy and self management.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

CSM Magazine

MAY 24, 2021

He is responsible for product management, user experience, product marketing, corporate strategy, customer insights, platform developer program, and verticals. Prior to joining Yext, Marc was the Founder and CEO of Nomi Technologies, which was acquired by Brickstream in 2014.

Self Service 52

Self Service eBook Chatbots Customers 52

Thematic

SEPTEMBER 6, 2018

They capture customers’ testimonials on video and create case studies. If a customer wants to learn more about how Philips manages relationships, they pick a relevant testimonial and showcase that to them. The research involved feedback from 600,000 guests who booked a stay with Airbnb between January and April of 2014.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

Russel Lolacher

JUNE 13, 2022

I’ll choose one of my best this happened back in 2014. At this time, I was more focused on my UX role, in my experience, and with user experience, and that first year review, I had a new manager that just really felt threatened. Or do they just get a bad manager? So the client had customer surveys, right?

Culture 59

Culture Communication Employee Experience Connections 59