Comm100

JULY 20, 2020

The current Covid-19 pandemic has dramatically affected operations, forcing businesses to realign their focus towards online customer engagement. Since everything is automated, brands don’t need to worry about not being available to their customers. Your business is going to grow, and your customer base will grow with it.

Social Media 133

Social Media Chatbots ROI Brands 133

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Solvvy

JULY 5, 2018

In a single quarter in 2017, the company added more than 4,000 new customers. Most software companies would be lucky to add that many new customer in an entire year. Despite enormous growth, the company hired fewer than 100 new employees in all of 2017. Automating customer engagement.

Self Service 48

Self Service Company Virtual Agent Software 48

Verint

JANUARY 12, 2018

The benefits of a superior customer experience are now widely accepted. Great CX can equal a loyal and growing customer base, which in turn can equal increasing revenue and market share. If not, it really should be. To help, Forrester has built models to demonstrate how CX improvements drive growth in bottom line revenue.

Report 41

Report Measurement Customer Base Industry 41

ChurnZero

APRIL 27, 2021

Early-Stage Funding & Customer Success. million round of financing led by Grotech Ventures in 2017. There are no concrete rules, but if you sell a product with continuous and recurring value, in line with the SaaS model, you cannot afford to turn over your customer base annually. ChurnZero raised a $2.5

Customer Success 98

Customer Success Metrics Net Promoter Score NPS 98

Eptica

SEPTEMBER 6, 2017

Date: Wednesday, September 6, 2017 The changing face of UK customer experience. Published on: September 06, 2017. We spoke to Neil to find out more about how he sees the UK customer experience market changing, and how Eptica is working with organisations to help them transform their digital customer service.

Customer Experience 54

Customer Experience Self Service Social Media Insurance 54

Team HGS

AUGUST 29, 2017

This means viewing customers as individuals – understanding them based on their tastes, preferences and attributes, not simply on their past purchases. For example, Stitch Fix (a personal styling company) sends customers personalised subscription boxes, and they build an individual view of their customers based on a style quiz.

Customer Service 52

Customer Service Retail B2B Video 52

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line. L’Occitane – the benefits of a global approach to digital customer experience.

ROI 63

ROI Financial Self Service Customer Experience 63

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. This strategy transforms satisfied customers into brand champions who actively refer new business. Referral marketing is a strategy that encourages existing customers to refer new ones to your business.

Software 62

Software Marketing Multi-Channel e-support 62

Ecrion

SEPTEMBER 23, 2020

Your brand, in essence, is the personality you present to your customer, so creating an attractive and approachable personality works in your favor. Understanding the variables that impact customer service means the difference between retaining and growing your customer base versus losing revenue due to lost customers.

Infographics 105

Infographics Self Service Customer Service Social Media 105

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Essentially, it recommends building a service culture based on 5 key principles: 1). Only then will you be able to woo, wow and win them.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 1. More Customer Success. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Sales 71

Verint

SEPTEMBER 13, 2017

In the past, good KM may have been as simple as offering well-trained telephone agents the ability to tap into databases or KM systems to assist customers. Therefore, the mission of an enterprise KM system today is less about what an enterprise can do for its customers, and more about what the business can enable them to do for themselves.

Self Service 26

Self Service Management Contact Center Social Media 26

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. Mobile Customer Support. Suitable Channels for Your Customer Base.

Customer Experience 118

Customer Experience Social Media Self Service Multi-Channel 118

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences.

B2C 40

B2C Social Media B2B Brands 40

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 1. More Customer Success. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Customer Success 71

Currency Alliance

OCTOBER 12, 2020

This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Comm100

DECEMBER 1, 2017

The third most important priority to companies for 2018 is improving the voice of their customer strategy. In order to improve the customer experience, companies must first deeply understand their customer base. Customer Journey Mapping Is Gaining Importance. They are about the customer.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

Currency Alliance

DECEMBER 13, 2018

The outcome for the brands which succeed will be in getting 25-50% more customers engaged with their loyalty strategies. in 2017[ii]. Marketing technology (martech) spending, meanwhile, rose from 22% of budget in 2017 to 29% in 2018. Old-school loyalty technology firms shrinking, or dying out. of budget, down from 6.6%

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ProProfs Chat

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. You’ll have a better chance of developing a loyal customer base, gaining online visibility, and increasing conversions. The level of customer engagement with your products.

Net Promoter Score 52

Net Promoter Score Marketing NPS Video 52

ChurnZero

JANUARY 26, 2021

Through this partnership, we create customer advocates in the market who will provide references and referrals, we renew customers at higher rates, and we have the opportunity to expand revenue by selling additional products and services into our existing customer base.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

SmartKarrot

JUNE 1, 2020

The pillars of customer success comprise a wide variety of functional aspects in a growing SaaS business. In a 2017 market research, Gartner predicted that the traditional enterprise application software industry is estimated to generate an annual revenue of around $300 Billion. 2 Customer Engagement.

Customer Success 11

Customer Success Net Promoter Score Metrics Effort Score 11

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ProProfs Chat

DECEMBER 12, 2019

In 2018, the top priorities for brand marketers were customer experience or journey (25%), complete brand awareness (18%), customer acquisition (18%), customer loyalty or retention (17%), and customer engagement (15%). Set a reward for customers who bring in new customers for your brand.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

Currency Alliance

JUNE 11, 2019

Certainly, this generosity has helped the likes of American Express, Chase, and their ilk keep their brands top of mind – but it also led in turn to a surge in customers ‘gaming’ reward cards. in 2017[vii]. Customers appreciate the free money, but it simply doesn’t make them loyal. Revenues also increased by 10.4%

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

JUNE 19, 2019

Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. To see why, visit their website , where you encounter various opportunities to earn points for many forms of non-transactional engagement. Kudos to them.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Thunderhead

AUGUST 13, 2018

The company was forbidden by Ofgem from taking on new customers in April 2017, again this March and in June 2018, that ban was extended indefinitely. With this in mind, it seems logical that Ofgem has selected Octopus as the victorious bidder for The Supplier of Last Resort (SOLR), transferring over Iresa’s entire customer base.

Poor Customer Service 40

Poor Customer Service Financial Social Media Customers 40

John Paul

JULY 26, 2018

It means deeper customer engagement through a deeper understanding of the needs and interests of the clients leading to higher levels of satisfaction, and for the brands that leverage concierge as part of their customer loyalty strategy, stronger engagement, and “brand hospitality.”

Technology 45

Technology Hospitality Hotels Loyalty 45

LiveChat

AUGUST 3, 2018

It’s easy to envy great brands for their loyal customer base or their fabulous products. However beneath that sheen of success, we don’t get to see the thousands of hours spent in building businesses that are ready to weather any storm, withstand intense competition, and please the most exacting customer.

Customer Focused 28

Customer Focused Company Multi-Channel Airlines 28

Education Services Group

JUNE 29, 2019

In the third model, sales teams handle initial sales and Customer Success teams drive value and adoption, but a third team is responsible for expanding and renewing the customer base. The number of SaaS businesses is rapidly expanding — it was estimated at $46 billion in 2017 and is expected to hit $76 billion by 2020.

Customer Success 40

Customer Success Connections Net Promoter Score Customer Retention 40

Currency Alliance

NOVEMBER 7, 2017

However, there is also a flaw in many plans because only a modest percentage of customers are identifying themselves during purchases – which means independent of the investment, automated and personalized communications are only reaching a small percentage of the customer base.

Loyalty Programs 45

Loyalty Programs Loyalty Consumers Technology 45

Pointillist

MAY 23, 2018

For example, you could automatically communicate with a customer via their preferred communication channel (e.g. Less than half of respondents (43%) in the 2017 Gartner survey characterize their current efforts as “mostly event-triggered.” Handpicked Related Content: Make Your Journey Maps Measurable with Customer Journey Analytics.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Currency Alliance

FEBRUARY 10, 2020

Even if you think you’ll always be the largest supermarket, a competing loyalty program, which uses coalition loyalty to get the upper hand in capturing customer engagement, could easily shift a lot of customer affinity away from your brand. Following changes in 2017, Pick ‘n’ Pay Smart Shopper…. ‘…is This is nonsense.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

ProProfs Chat

MAY 6, 2020

In 2018, 51% of e-commerce brands offered same-day delivery, up from 16% in 2017. This is one of the biggest achievements for retailers to provide same-day delivery services to their customer base. Thus, the best decision on their part to provide seamless customer experience.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66