Second to None

FEBRUARY 28, 2019

The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Harvard Business Review Study [2].

ROI 54

ROI Study Financial Loyalty 54

Second to None

FEBRUARY 28, 2019

The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Harvard Business Review Study [2].

ROI 48

ROI Effort Score Study Financial 48

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Second to None

APRIL 4, 2018

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. How are retailers working to retain customers and maintain a loyal customer base?

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

MARCH 5, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Forbes on March 5, 2018: “It is difficult not to roll your eyes when you hear executives talk about “putting their customers first,” especially when their businesses behave like their customers are more of a burden than a blessing.

Brands 54

Brands Retail ROI Metrics 54

Second to None

MARCH 14, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Chief Marketer on March 8, 2018: “To combat advertising fatigue, more companies are turning to experiential marketing—creating powerful memories for participants while connecting with the people who genuinely want to interact.

Strategy 54

Strategy ROI Social Media Return on Investment 54

Strativity

JULY 18, 2018

2018 has been declared as a year of reckoning by Forrester. At the top of Forrester’s 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and implementing quick wins.

Customer Journeys 40

Customer Journeys Tips Net Promoter Score Touchpoint 40