CloudCherry

SEPTEMBER 18, 2018

When: Wednesday, September 25th, 2018, 9 am PST . Maxie Schmidt-Subramanian: Maxie Schmidt is a principal analyst serving customer experience (CX) professionals. She leads Forrester’s research on CX measurement programs. Host: Maxie Schmidt-Subramanian, Principal Analyst at Forrester . Read her full bio here.

Financial 150

Financial Measurement Leadership Resources 150

Forrester's Customer Insights

NOVEMBER 26, 2018

I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX.

Customer Experience 53

Customer Experience Report Customers User Experience 53

BirdEye

APRIL 24, 2023

It’s measurable. Set clear objectives: Establish specific, measurable, attainable, relevant, and time-bound (SMART) goals. These objectives should align with your overall business goals and help you track progress and measure success. You can focus efforts only on the prospects most likely to purchase your product or service.

Marketing 93

Marketing Social Media B2C Advertising 93

Ann Michaels and Associates

JANUARY 11, 2018

But over time patterns emerge that make managing your customer experience much clearer. 10 Benefits of Mystery Shops: Monitored and measured service performance. Improves customer retention. serving customers. The post Starting off Right in 2018 with Mystery Shopping? Monitors facility conditions.

Feedback 40

Feedback Training Customer Retention Industry 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. Does it actually move the needle?

Financial 218

Financial Metrics Customer Journeys NPS 218

Forrester's Customer Insights

NOVEMBER 1, 2018

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide. CX Europe 2018 is just 10 days from now — Tuesday […].

Customer Journeys 49

Customer Journeys Customers Customer Experience Measurement 49

Vonage

MARCH 26, 2018

The rationale for customer experience management is that it offers a more sustainable advantage when achieved. The components of customer experience. Emotionally connected customers are more than twice as valuable as highly satisfied customers (The New Science of Customer Emotions HBR 2015).

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

Experience Investigators by 360Connext

OCTOBER 9, 2019

Three common details C-Suite leaders overlook when discussing Customer Experience: #1: Using “Customer Experience” interchangeably with the metric used to measure it. Instead of talking about the actual experience you’re delivering to customers , we’re talking about percentage points.

Customer Experience 110

Customer Experience CEM Net Promoter Score Customer Journeys 110

PeopleMetrics

FEBRUARY 2, 2018

Outside In is a great book on the customer experience, but one of the things I noticed while reading it that is there is only one chapter on the measurement of the customer experience. Measuring customer experience is critical to we do here at PeopleMetrics.

CEM 70

CEM Video Measurement Software 70

CloudCherry

DECEMBER 1, 2018

Secondly, customer surveys only measure feelings and intent. They don’t track customer action. Even if a customer says they are satisfied after a customer support interaction, they still might not repurchase, or use your product a little less. Personalized marketing automation. That just wastes everyone’s time.

CEM 186

CEM CRM ROI Survey 186

CloudCherry

NOVEMBER 13, 2018

Secondly, customer surveys only measure feelings and intent. They don’t track customer action. Even if a customer says they are satisfied after a customer support interaction, they still might not repurchase, or use your product a little less. Personalized marketing automation. That just wastes everyone’s time.

CEM 170

CEM CRM ROI Survey 170

Customer Guru

DECEMBER 13, 2017

Without a customer-centric vision and leadership, CX initiatives are bound to fail. In her latest Forbes article, Blake Morgan – a leading CX authority – discusses the five trends that will shape CX in 2018. Why should you commit to overcoming these challenges in 2018? The value of customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

BirdEye

OCTOBER 6, 2023

Understanding reputational risk and how to manage it effectively can safeguard your business. We will break down how to measure reputation risk, strategies for identifying vulnerabilities, and what you can do to protect your reputation in this blog. How to measure reputational risk? How can reputational risk be managed?

Strategy 59

Strategy Social Media Airlines Software 59

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Eptica

JUNE 27, 2018

Date: Wednesday, June 27, 2018 Author: Olivier Njamfa - CEO & Co-Founder What does CX actually mean? Published on: June 27, 2018. Author: Olivier Njamfa - CEO & Co-Founder Everyone talks about the importance of the customer experience – from CEOs downwards. Fail to move forward and you’ll slip back.

Social Media 55

Social Media CRM Poor Customer Service Customer Satisfaction 55

COPC

JUNE 11, 2019

Therefore, a lot of enterprises have started to apply AI in their customer service centers. Making the most of AI and setting up metrics to measure its performance was a hot topic during the seminar. shared her experiences on the operational management of AI during her presentation.

Insurance 40

Insurance Chatbots Metrics Trends 40

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. As CEO, he guides the company’s vision and strategy.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

ijgolding

AUGUST 12, 2018

Adopting a globally unique, science-based and methodical approach, we are measuring, impacting and sustaining happiness for the whole city.” Have you ever used social media (Twitter or Facebook) to interact with an organisation (when requiring customer service or help)? Smart Dubai Happiness Agenda.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Published on: May 30, 2018. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

BirdEye

NOVEMBER 27, 2023

Lack of review verification measures If your review platform lacks robust verification measures, it becomes easier for fake reviews to go undetected. Failure to manage online reputation Businesses neglecting their online reputation may become more susceptible to fake reviews, as they may not actively monitor and address such issues.

Report 59

Report Consumers Tools Feedback 59

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Pink Guava

DECEMBER 21, 2018

From a dull period after demonetisation, GST implementation along with newer challenges spurring in each and every sector, 2018 saw growth enhancing for the organisations to cheer. Customer Engagement through Organisation Purpose is done through aligning the organisational resources, policies, processes around customers to create value.

Omni-Channel 40

Omni-Channel Trends Customer Experience Social Media 40

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

PeopleMetrics

FEBRUARY 12, 2018

Look out for more CX Secrets videos soon, and the book release in early 2018! Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

Hero Digital

JANUARY 16, 2019

Many healthcare companies are lagging behind on the urgent need for customer experience management in their organizations. A study from PwC shows that just 49% of consumers say that the healthcare customer experience is satisfactory. Mine Data and Conduct Voice of the Customer (VoC) Research.

Healthcare 49

Healthcare Hospitality Customer Journeys Airlines 49

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

ClearAction

AUGUST 16, 2019

“Only 13% of marketers feel they are fully implementing customer revenue-producing strategies and engaging differently, including driving deeper relationships, collaborating across stakeholders and leveraging data to uncover new opportunities and options for engagement”, according to a 2018 CMO Council study.

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48

BirdEye

FEBRUARY 25, 2022

While Facebook had used the overall star rating for many years, in 2018, the social media giant decided to switch to a binary system. Instead of recommending your business out of 5 stars, customers now have just two options to rate your business: Recommend or Don’t Recommend.

Social Media 92

Social Media Tips Report Interaction 92

ProProfs Chat

JUNE 19, 2020

This reduces the cost of new customer acquisition significantly. Brand loyalty and the likelihood of repeat and new sales can be measured through Net Promoter Score. This metric was devised to measure the level of customer satisfaction. NPS helps companies understand the impact they have on their customers.

Net Promoter Score 78

Net Promoter Score NPS Insurance Survey 78

Customer Alignment

DECEMBER 18, 2017

The ‘ Experience Economy’ first conceptualised by Pine & Gilmore back in 1998 is here. This was the first time we heard of how experiences, rather than product or service, are a distinct economic offering. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. This is so true.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

BirdEye

DECEMBER 15, 2022

Creating specific objectives and sticking to a timeline can help you track your progress, reach a deadline, and measure your results. In 2018, Disney’s partnership with Make-A-Wish led to a very successful #ShareYourEars social media campaign. As iPhone cameras become more sophisticated, the pictures become even more compelling.

Social Media 98

Social Media How To Entertainment Effort Score 98

delighted

AUGUST 16, 2019

Consumers will leave your business altogether if they aren’t getting a personalized experience across channels. 33% of consumers who ended their relationship with a company in 2018 did so because the experience wasn’t personalized enough. For every additional channel they use, customers spend more money. Your website.

Customer Journeys 55

Customer Journeys Customer Experience Effort Score Multi-Channel 55

Pink Guava

OCTOBER 31, 2018

In our last blog, titled ‘Stellar Customer Experience’ we have briefly touched upon what you could still do in 2018 and make Customer Experience work for your organization. Measure and Innovate Once you have created the roadmap and used them to further set your near and long term goals.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

Team HGS

FEBRUARY 13, 2018

At the event, attendees gleaned compelling insights into issues like how companies leverage performance measures, reporting and analytics, and outsourcing strategy. We started by gathering new “findings within the findings,” by polling attendees with a basic CX assessment: “Have you had a frustrating customer experience in 2018?”

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

NetBase

MAY 21, 2020

Let’s compare the two iconic companies below to see how they measure up. At the end of 2018, Comcast was down from 22.3 million customers and by the end of 2019, the company had lost an additional 733,000 video subscribers. But, while this is promising, can Peacock accomplish what Disney+ and others have? Time will tell.

Comparison 67

Comparison Entertainment Consumers Trends 67

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . Measurements and metrics are put into place. . Clearly, personas require a lot of research into who your customers are and how they behave.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195