Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. ROI, sales revenue). B2B Community Innovator. Recognizes a B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. See you soon at the CX Live 2018!

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. ROI, sales revenue). B2B Community Innovator. Recognizes a B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. See you soon at the CX Live 2018!

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. ROI, sales revenue). B2B Community Innovator. Recognizes a B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. See you soon at the CX Live 2018!

Social Media 40

Social Media B2C B2B Metrics 40

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. And don’t cherry-pick respondents, which often happens in B2B situations. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. It’s not a quick fix.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

CloudCherry

FEBRUARY 3, 2019

In 2018 Sirius Decisions ran a study that showed 54% of companies say their biggest challenge to data-driven marketing success is the lack of data quality and completeness. In 2018 85% of B2B marketers were not using their Marketing Automation to its full potential. Analyze the ROI of a campaign based on the correlation between.

NPS 150

NPS Survey Marketing Customer Journeys 150

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. On average, buyers use about five sources of information to make their purchasing decisions.

Case Study 81

Case Study ROI B2B Study 81

Grade.us

DECEMBER 20, 2018

The Best Influencer Marketing Blogs of 2018. The Top 10 Breakout Influencers of 2018 2018’s Best Influencer Campaigns: 21 Case Studies On Top Brands, Influencers, and More 7 Tips For Designing the Perfect Sponsored Instagram Story. The Best Influencer Marketing Articles of 2018. The Grin Blog. Time to do this thing?

Resources 47

Resources Tools Marketing Case Study 47

Kerry Bodine

JUNE 5, 2019

Here are a few data points from our The State of Customer Journey Managers, 2018 report: Air New Zealand, BBVA, Fiat Chrysler, Greenpeace, Lloyds Banking Group, and Qantas Airways each had 3 journey managers. Yes, in our 2018 research we found journey managers at IWG plc (Commercial Real Estate in the UK) and Lennar (Real Estate in the US).

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Oracle

MARCH 20, 2018

Not an easy feat within a B2B market, Mack has made a concerted effort to grow organically via social media, through targeted content strategies, and by utilizing data across their customers’ buying journey. Attending Oracle Modern Customer Experience 2018?

Marketing 60

Marketing Social Media Case Study ROI 60

Kerry Bodine

JUNE 5, 2019

Here are a few data points from our The State of Customer Journey Managers, 2018 report: Air New Zealand, BBVA, Fiat Chrysler, Greenpeace, Lloyds Banking Group, and Qantas Airways each had 3 journey managers. Yes, in our 2018 research we found journey managers at IWG plc (Commercial Real Estate in the UK) and Lennar (Real Estate in the US).

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Here are a few data points from our The State of Customer Journey Managers, 2018 report: Air New Zealand, BBVA, Fiat Chrysler, Greenpeace, Lloyds Banking Group, and Qantas Airways each had 3 journey managers. Yes, in our 2018 research we found journey managers at IWG plc (Commercial Real Estate in the UK) and Lennar (Real Estate in the US).

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Oracle

MARCH 30, 2018

On April 10 at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. Ready to register now for Modern Customer Experience 2018? Meet the 2018 Markies Finalists. Clarivate Analytics.

Omni-Channel 15

Omni-Channel Meeting B2C Airlines 15

Grade.us

DECEMBER 27, 2018

The Wistia Guide to Video Marketing The Key Benefits of Selling B2B Software with Video 5 Quick Tips for Making an Effective How-To Video. Budgeting for Video Marketing in 2019 Sample Video Marketing and Video Production RFP How To Ask For a Testimonial From a B2B Customer in 3 Steps. Thoughtcast Media. It's ironic.

Video 20

Video Resources Tools Marketing 20

SurveySparrow

AUGUST 13, 2020

Then let me break this to you for every $1 spent email will give you a $44 ROI. According to DMA’s Report, 77% of email ROI comes from triggered and segmented campaigns. 5 Free Email Automation Tools to Save Your Money and Procure 4x Better ROI. Email for birthdays, or a specific milestone. Segment Your Subscribers.

How To 95

How To ROI Tools Measurement 95

Magellan Solutions

MAY 16, 2021

Whether for business growth, sales or ROI increase. In a study by Zoho, 61% of B2B companies use live chat and 33% for B2C companies. This is based on the difference of using live chat between 2018-2019. Diminished satisfaction rating implies that live chat support does not contribute significantly in the overall growth and ROI.

Telecommunications 52

Telecommunications Transportation Ecommerce Banking 52

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! Lesson #1 – CX ROI is a very big topic both within CXPA and the B2B community in general.

Customer Experience 60

Customer Experience Effort Score CEM ROI 60

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! Lesson #1 – CX ROI is a very big topic both within CXPA and the B2B community in general.

Effort Score 60

Effort Score CEM ROI Customer Satisfaction 60

ProProfs Chat

MAY 6, 2020

B2B Customer Experience Statistics. Customer Experience ROI Statistics. B2B Customer Experience Statistics. 80% of B2B buyers are not only looking for but expect a buying experience like that of a B2C customer. (Source: Lumoa ) Tweet this. But what about those who are a part of the B2B industry?

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

ReviewTrackers

JULY 23, 2018

According to the 2018 Online Reviews Survey , 94 percent say that a negative online review has convinced them to avoid a business. A report even found that as much as 83 percent of marketers believe that managing reviews “absolutely” delivers good ROI. 80 percent say the star ratings they trust the most are 4.0,

Social Media 63

Social Media Strategy Marketing Multi-Channel 63

LiveChat

SEPTEMBER 7, 2018

Its average ROI of $44 for every $1 spent shouldn’t and will not go away anytime soon. Thanks to its impressive ROI, 86 percent of B2C marketers use email , according to B2C Content Marketing 2018 Benchmarks, Budgets, and Trends. One of the secrets of such amazing performance of email marketing is personalization.

B2C 51

B2C ROI Study Marketing 51

ChurnZero

AUGUST 31, 2018

Tuesday, September 25, 2018. Over the past several years, B2B SaaS companies have made a wave of investments in growing Customer Success functions. 5 Ways to Guarantee Your Customer Success Team Training Isn’t Forgotten – Use these strategies to make sure you get your ROI on your CS training. Upcoming Webinar.

Net Promoter Score 45

Net Promoter Score Effort Score Customer Success Training 45

ChurnZero

FEBRUARY 1, 2019

Chad is the VP of Customer Success at SaaSOptics and is a veteran of the SaaS industry with over 20 years of experience in delivering successful outcomes and forming strong B2B customer and partner relationships. Interested in who we kept our eye on in 2018? ChurnZero Resource – ROI Calculator.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

BirdEye

APRIL 24, 2023

5 key differences between inbound marketing and digital marketing 7 differences between B2B and B2C digital marketing How to do digital marketing Types of digital marketing channels The benefits of digital marketing Key performance indicators (KPIs) in digital marketing Digital marketing challenges What skills are needed in digital marketing?

Marketing 93

Marketing Social Media B2C Advertising 93

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. Rewards value rose 15% in Q3 2018 alone[vi]. Card attrition rates rose to 15% in 2018 from 10.5% Actually, they do. in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). B2B and B2C customers reported wanting the following during their journey: • High-value customer experiences across every point of contact with the organisation. Privacy of preference information is essential.

Customer Experience 53

Customer Experience Video Sales ROI 53

Feedbackly

SEPTEMBER 26, 2018

While few companies have kept up with consumer expectations regarding customer experience in 2018, even fewer are prepared for the demands in the near future. Expectations for B2C as well as B2B customers. The ROI of Good Customer Experience. Immediate Personalized Experiences. Don’t Forget About Your Mobile Experience.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). B2B and B2C customers reported wanting the following during their journey: • High-value customer experiences across every point of contact with the organisation. Privacy of preference information is essential.

Customer Experience 49

Customer Experience Video Sales ROI 49

delighted

AUGUST 9, 2019

A 2018 study performed by BrightLocal showed that “86% of consumers of all ages read reviews for local businesses” and “91% of 18 to 34 year-olds will trust an online review just as much as they would trust a personal recommendation from a friend, family member, or coworker.”. B2B and SaaS.

Marketing 50

Marketing Social Media Net Promoter Score Effort Score 50

SmartKarrot

AUGUST 2, 2022

Digital marketers and B2B SaaS organizations both value engagement metrics. Forrester Consulting’s 2018 Total Economic Impact Report found that Mixpanel customers who used the SaaS product for three years saw an astounding ROI of 298 percent on average. In other words, Mixpanel is a purchase that more than pays for itself.

B2B 10

B2B Analytics ROI Customer Success 10

Help Scout

JUNE 5, 2019

McKinsey found that “companies with a customer-centric, data-driven marketing and sales platform improve marketing ROI by 15-20% or more.” But ultimately, the real benefit of customer-centric marketing is a more profitable company with sustainable growth. Customer centricity is good for your company’s growth. And it works!

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. She is the first Certified Customer Experience Professional (CCXP) in Yorkshire in 2018 and has experience in both large-scale multi-site, multi-channel operations, and smaller, entrepreneurial businesses.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

Trends 173

Trends Customer Experience Self Service ROI 173

ClearAction

OCTOBER 1, 2018

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. Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment. Faulty CXM Trajectory. customers, channel partners, alliances).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Currency Alliance

DECEMBER 4, 2023

The ability to target investment more precisely, with less wastage, and greater certainty of a positive customer experience, is steadily removing a lot of the uncertainty and risk around brands’ marketing ROI. This undermines loyalty; it’s a strategy that sank Plenti – American Express’s attempt at a coalition – in 2018.

Loyalty 59

Loyalty Trends Data Marketing 59

Currency Alliance

DECEMBER 20, 2022

AI will be a feature of many of these trends, and at the end, we’ll also touch on B2B loyalty programs, SMEs, and NFT/cryptocurrency-based loyalty – which are all responding to the driving trends described above. Cutting cost has 2-4 times more impact on ROI than generating incremental revenue. More on this below.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52