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. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints.

B2C 40

B2C Social Media B2B Brands 40

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. This is the challenge that every CX leader needs to overcome. Don’t delay the process.

Financial 218

Financial Metrics Customer Journeys NPS 218

GetFeedback

JULY 25, 2018

It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US. trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. In 2018 and beyond, it’s hard to know for sure what will come in the world of tech and CX.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

Confirmit

NOVEMBER 16, 2020

Catalent delivers a business-wide Customer Experience Excellence program that covers 80 countries and multiple languages. 93% of new customers onboarded within 14 days in 2020. Cromwell established a multi-touchpoint VoC program to better understand customer expectations.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Thunderhead

MARCH 25, 2019

Customer Experience is getting the recognition it has long deserved. In 2018, Thunderhead was named as a Leader in the Forrester Wave for Customer Journey Analytics for the second time. Meanwhile, we started work on building a framework for understanding what was actually needed to build true customer engagement.

Customer Journeys 40

Customer Journeys Customer Centricity Analytics Report 40

Bizagi

JULY 24, 2018

Make or break: Get customer engagement right . Poor experiences such as this can cut short companies’ relationships with customers. This puts pressure on businesses to find new customers, which usually costs more than repeat business. This ensured productivity and compliance throughout the customer journey.

Customer Journeys 62

Customer Journeys How To Customer Engagement Social Media 62

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

CustomerSuccessBox

SEPTEMBER 3, 2021

What’s causing them to become Non-Responding Customers? A report found that “between 2014 and 2018, the average office worker received around 90 emails per day and sent around 40.” Customer Engagement Score Per Contact. The post Ways to Engage Non-Responding Customers appeared first on. Stacked up emails.

Engagement 52

Engagement Effort Score Net Promoter Score Customers 52

Bold360

MARCH 9, 2017

A friend of mine in sales laughed that she avoids calling customers by name, instead using cute nicknames, saying “for them, I’m the only vendor, but to me, they’re one of dozens with whom I do business daily.”

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Oracle

MARCH 14, 2018

And then how do you acknowledge that customers are going to leverage multiple digital touchpoints along that journey, and then stitch it together? Getting a true 360-degree vision of the customer really requires those silos to be blended together, and managing that information so that we can get to the stuff that we need right away.

Omni-Channel 58

Omni-Channel Customer Experience Touchpoint CRM 58

Education Services Group

OCTOBER 21, 2021

And McKinsey & Company advocated for utilizing the CoE model to drive advanced analytics transformations back in 2018. Gartner recommends setting up CoEs to maximize the value organizations can derive from the power of artificial intelligence.

Customer Success 52

Customer Success Metrics Analytics Guidelines 52

Avaya

MAY 23, 2017

Businesses must ensure customers are placed with the right resource at the right time, whether it’s in a contact center or non-contact center environment. The key is being able to openly share customer data across all teams, processes and customer touchpoints.

Contact Center 42

Contact Center Touchpoint Customer Centricity eBook 42

Currency Alliance

OCTOBER 12, 2021

Just like the most frequent customers, engaging the mid-long-tail in your loyalty program will depend on finding complementary brand partners. However, the vast majority of these customers are a more varied subset of your audience, with more varied interests. Applying loyalty mechanics at more customer touchpoints.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ProProfs Chat

JUNE 21, 2019

Cost to retain customers, however, can be much lower if done right. Building customer loyalty implies you can sell multiple products and services to the same customer over a period of time. This way your customer engages with your brand over a long period of time.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Short-term rewards: uptick once or for one period — engagement value exceeded underlying value. What is customer engagement?

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48

Smith+co CX

JANUARY 30, 2018

A focus on 'quick wins' has seemingly taken over customer experience, and the original intent of creating sustainable differentiation has been lost in the process. On many levels, the customer experience is almost unrecognisable to that of even one decade ago. 2018 and You. Have the aliens landed? Think of John Lewis.

Culture 28

Culture Leadership Airlines Brands 28

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.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

GetFeedback

JULY 23, 2018

Retail is changing in 2018. Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. Step 3: Define your touchpoints. customer service and support. What’s key? comparing similar products.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

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. Furthermore, since customers have complex, individual needs and traverse an increasing multitude of channels and touchpoints, customer-focussed technology is also crucial.

Poor Customer Service 40

Poor Customer Service Financial Social Media Customers 40

John Paul

JULY 26, 2018

Look-alike technology is being used to predict what customers will like based on requests completed by similar profiles, which helps proactively assist brand new customers in a way that simulates a long history of dedicated 1:1 service.

Technology 45

Technology Hospitality Hotels Loyalty 45

Currency Alliance

DECEMBER 4, 2023

I anticipate this next wave will transform the way brands think about the virtuous circle of capturing customer data to drive improved customer engagement. 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

Oracle

JANUARY 17, 2019

So what is customer experience? Unlike customer service, its similar-sounding counterpart, customer experience doesn’t focus on one particular touchpoint. “Customer experience is the sum of all interactions with customers across every touchpoint. Can your organization do the same?”

Customer Experience 111

Customer Experience Sports Touchpoint Hotels 111

Currency Alliance

OCTOBER 27, 2017

According to a report by IMS Health , in the period 2013-2018, generic drugs were due to account for 52% of global growth in pharmaceutical sales, compared to just 35% for branded drugs. People sense through every touchpoint when they are treated like a person rather than a number. lower cost).

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Thunderhead

JUNE 14, 2018

In the first part to this post, we discussed how customer engagement is directly related to the fortunes of Energy companies. Everyone knows that customer engagement is important. It’s a potent solution to bridging what we call the ‘customer engagement gap’. But help me out: what’s a brand to do?

Engagement 40

Engagement Touchpoint Customer Satisfaction CRM 40

delighted

AUGUST 16, 2019

33% of consumers who ended their relationship with a company in 2018 did so because the experience wasn’t personalized enough. How (and why) to map your digital customer experience journey. To improve the digital experiences that your customers have with your brand, you need to first understand what those digital experiences are.

Customer Journeys 55

Customer Journeys Customer Experience Effort Score Multi-Channel 55

Currency Alliance

DECEMBER 13, 2018

The Economist, November 2018. The outcome for the brands which succeed will be in getting 25-50% more customers engaged with their loyalty strategies. The brands we reported on in 2018 have already proven it can be done – but they were only the beginning of a much brighter, more profitable future in loyalty marketing.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

BirdEye

APRIL 24, 2023

In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. Users can share their statistics on social media, resulting in large-scale organic reach and user engagement.

Marketing 93

Marketing Social Media B2C Advertising 93

Avaya

JULY 22, 2019

This evolution in customer behaviors and expectations has led many organizations – including some of the world’s most prominent brands – to implement new strategies that will leave a good impression, and these strategies all hinge on making it easier to deal with the organizations.

Customer Experience 77

Customer Experience Customer Journeys Customers Chatbots 77

Truthlab

APRIL 17, 2019

While defining customer experience can be tricky, there’s no denying that it is important. Improved customer experience can lead to increased revenue and repurchasing behavior (Experience Matters, 2018). Just a small improvement in customer experience can lead to an average of $775M increased revenue over three years.

Customer Experience 54

Customer Experience Customer Journeys Touchpoint Interaction 54

inmoment

NOVEMBER 8, 2018

Brick-and-mortar stores will continue to be essential touchpoints, but retailers must elevate and embed digital elements to become and stay relevant to their next-gen customers. Each time your customers engage with the item or service reinforces a positive or negative impression toward the brand. The Forgotten Experience.

Retail 45

Retail Trends Consumers Gamification 45

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. Points are perceived by customers as a kind of currency; underperforming loyalty brands, equally, prioritize this purely transactional insight.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Consider that a typical customer now owns three personal mobile devices , each with anywhere from 10 to 20 downloaded apps. The key is investing in an extensible, omnichannel customer engagement solution.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. A loyalty program should be relevant to 80% of customers.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SurveySparrow

NOVEMBER 26, 2019

At a basic level, where should these touchpoints or feedback opportunities be placed? The biggest mistake companies are making is that they are failing to consider the act of capturing feedback as a touchpoint in the customer journey in its own right – which it is. ” in 2018.

Measurement 81

Measurement Strategy Feedback Touchpoint 81

Bizagi

SEPTEMBER 3, 2018

This proves that they are not grasping the essence of customer experience: the way in which banks engage and interact with their customers. Or according to Forrester: “How customers perceive their interactions with your company.”.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

Thunderhead

JULY 9, 2018

For a host of good reasons, Original Equipment Manufacturers (OEMs) and dealer networks often operate distinct marketing and CRM tools, unable to connect customer insight between themselves – or across their channels and touchpoints. Thoughts from the UK's best car salesman.

Automotive 63

Automotive Customer Experience How To Effort Score 63

CSM Magazine

MARCH 13, 2022

Dixa is used by consumer-facing and digital-first brands to serve customers across multiple channels, touchpoints and experiences from a single screen including social media, chat, voice and messaging apps, enabling an outstanding experience for both customers and agents. About Dixa.

Self Service 52

Self Service Chatbots Knowledge Base Analytics 52