Beyond Philosophy

NOVEMBER 17, 2014

As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged. The fact is when employees are happier, so are your Customers. On the other hand, Google has great employee engagement. What’s the problem?

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. 1 Attraction ” on Thursday, October 30th, 2014.

ROI 119

ROI CEM Consulting System 119

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains. CXU originally developed its CX programs following the rubric issued by CXPA in 2014.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

CCO Council

APRIL 16, 2014

I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. The CCO Council defines a chief customer officer as the customer-facing executive who is ultimately accountable for customers and who is driving customer strategy at the highest levels of the organization.

Study 74

Study Chief Customer Officer Fashion ROI 74

Experience Matters

DECEMBER 1, 2014

In the Temkin Group report State of CX Metrics, 2013 , we found that only 11% of large companies feel that they do a very good job of measuring customers’ emotional responses. The bottom line : Stop ignoring how your customers feel. We’ve been measuring emotion as part of our Temkin Experience Ratings for four years.

ROI 288

ROI Consumers Measurement Metrics 288

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It is what customers experience.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Clarabridge

JUNE 13, 2017

We never turn down an opportunity to chat with Bob Land, VP of Consumer Engagement at Dorel Juvenile about how he ensures seamless, positive customer experiences. This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment. And this is only the beginning!

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. Don’t forget customer satisfaction & feedback. The problem is, many B2B community managers are unsure about how to get started.

ROI 61

ROI B2B Roadmap Metrics 61

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 244

Report Groups Survey Customer Experience 244

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. 1 Attraction ” on Thursday, October 30th, 2014.

ROI 74

ROI Net Promoter Score CEM Conference 74

Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Report 227

Report Groups Survey Customer Experience 227

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index.

Customer Experience 180

Customer Experience Analysis Customer Satisfaction Financial 180

Forrester

OCTOBER 15, 2014

And that''s especially true for analysts who cover customer experience because all too often CX professionals don''t track - or won''t share - their results. Last week I posted part 1 of Forrester''s customer experience Q&A with Olivier Mourrieas of E.On, one of the world's largest investor-owned electric utility service providers.

Customer Experience 88

Customer Experience ROI Customer Experience Professionals Financial 88

CX Journey

APRIL 28, 2015

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. Not all returns from your customer experience investments are financial. That's not a purpose; that's an outcome of creating customers. Being customer-focused and customer-centric translates to shareholder value.

Customer Experience 80

Customer Experience ROI Financial Customers 80

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. General Episode Overview.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 120

Report Groups Survey Customer Experience 120

Michel Falcon Experience

NOVEMBER 10, 2014

This post is not about football; it’s about social media, brand awareness and customer engagement. Harry’s was engaging current and potential customers in an area of their interest, while memorably increasing brand awareness with this targeted audience. For those who ask, “ what’s the ROI of social media?

Social Media 145

Social Media Case Study ROI Brands 145

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. it deserves.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Confirmit

MARCH 1, 2018

W5 is Ireland’s first ‘full-service’ Customer Experience (CX) consultancy, focused on enabling customers to develop excellent customer experiences that distinguish their brand and grow their business. Voice of the Customer Market Research Case Studies.

B2B 40

B2B Case Study ROI Touchpoint 40

Quadient

DECEMBER 16, 2021

A new era in government-sector customer experience. As a customer experience (CX) practitioner, I was surprised to find that an Executive Order (E.O.) This ushers in a new era of government customer experience. Executive office customer experience order: what it is. Andrea Haughton. Thu, 12/16/2021 - 19:50.

Government 52

Government Customer Experience Multi-Channel Healthcare 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Customer Guru

APRIL 5, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

CX Journey

MARCH 8, 2016

It also impacts the customer experience. The real kicker is that when we impact the customer experience through a better employee experience, we also impact the bottom line. There's a 1998 article from Harvard Business Review that summarizes the work that Sears executives did to rebuild the company to focus on customers.

Employee Experience 80

Employee Experience ROI Study Consulting 80

Gainsight

JUNE 9, 2021

What’s the ROI of Customer Success?” This is a question I hear all the time in the Customer Success community. Nearly every company in SaaS is “checking the box” on Customer Success in some way. How does Customer Success and Gainsight usage correlate to Net Revenue Retention ? So let’s dive in!

Comparison 59

Comparison ROI Analysis Customer Success 59

C3Centricity

APRIL 3, 2019

WHO ARE OUR BRAND’S CUSTOMERS? See “ 13 Things your Boss Expects you to Know about your Customers” for further details on what you should already know about your customer. See “ 13 Things your Boss Expects you to Know about your Customers” for further details on what you should already know about your customer.

Marketing 192

Marketing How To Advertising Brands 192

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4%

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Customer Interactions

JULY 7, 2015

In this week’s edition of CX Buzz, we gathered articles covering everything from the customer experience, to Big Data, to ROI. The variety will surely capture the interest and curiosity of CX Professionals. Have a look, and let us know what you think of these insightful and informative pieces.

ROI 28

ROI Data Customer Experience Customers 28

CSM Magazine

AUGUST 5, 2020

Here are 7 reasons why the latest conversational AI solutions can help innovate customer service functions in local government: 1. Once trained to respond to statements such as “my bin hasn’t been collected” they can then pull answers from a response store to smoothly and accurately provide fast customer service to similar statements.

Government 52

Government Self Service Chatbots Automotive 52

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately. “The Communicate Often and Clearly.

Case Study 142

Case Study Employee Engagement Study Engagement 142

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. To create a consistent onboarding experience, irrespective of a user’s onboarding cohort, Olson says Customer Success needs to ramp up automation.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Is it to provide an early-warning system about unhappy customers?

Social Media 100

Social Media How To Innovation Software 100

Alliance by IFS

OCTOBER 8, 2015

Customers want faster service, better service, and more information about field service delivery. The only way to provide this real-time information to customers is to inject mobility into your field service operations. Those types of improvements not only help save costs, but also drive real top-line revenue growth.

Strategy 50

Strategy Return on Investment Competitive Advantage ROI 50

ClearAction

SEPTEMBER 28, 2015

5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Yet, for customer experience (CX) managers in companies, these are the first things on their minds. Customers and executives alike will become impatient.

Customer Experience 48

Customer Experience ROI Customer Experience Management Government 48