Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. This can be linked to business metrics to give a true ROI figure. 3 Increased sales The online customer journey is solely driven by the consumer – they control its direction and speed.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

Oracle

JANUARY 16, 2018

On the horizon for 2018 is an increase in customer advisory boards, new job titles, and the next frontier of customer experience-related innovation management. Read on for four customer experience trends and 2018 predictions that will affect your customer experience strategy, and the technology behind them.

Trends 52

Trends Customer Experience Net Promoter Score Innovation 52

Talkdesk

FEBRUARY 6, 2018

We are excited to announce that we are accepting speaker submissions for Opentalk 2018 ! Topics will include omnichannel strategies for integrated customer experiences, AI and machine learning and emerging technologies for sales. Are creative storytellers and challenge the status quo in customer support and inside sales.

Contact Center 40

Contact Center Omni-Channel ROI Sales 40

Alida

SEPTEMBER 21, 2018

People from VMware, Twitch, Jam City, Red Bull and Cleveland Clinic have been able to drive ROI by delivering insight that improved marketing campaigns, product development and the customer experience. Be an expert in ethical customer data management. Champion insight-led decision making.

Innovation 145

Innovation Feedback Customers Engagement 145

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Rules & Terms: The 2018 Lithy Awards are only open to Lithium customers. Regional Awards. B2C Community Innovator.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Rules & Terms: The 2018 Lithy Awards are only open to Lithium customers. Regional Awards. B2C Community Innovator.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Rules & Terms: The 2018 Lithy Awards are only open to Lithium customers. Regional Awards. B2C Community Innovator.

B2C 40

B2C Social Media B2B Brands 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). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Absolutely.

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). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Absolutely.

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). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Absolutely.

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). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Absolutely.

Social Media 40

Social Media B2C B2B Metrics 40

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. Increase in sales / upsells and referrals. Lower customer churn and higher revenue growth. More reviews and testimonials.

Net Promoter Score 150

Net Promoter Score Customer Success NPS Culture 150

Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. Retail is far from dead. Get closer to your employees.

Retail 189

Retail Conference Employee Engagement ROI 189

Lithium

JUNE 11, 2019

ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction. See proven techniques to build advocates. Understand the impact of social technology on your business.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction. See proven techniques to build advocates. Understand the impact of social technology on your business.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction. See proven techniques to build advocates. Understand the impact of social technology on your business.

Social Media 40

Social Media Case Study ROI Course 40

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

Currency Alliance

JUNE 21, 2018

In brief: what we’d fully expected (and set out in our ‘ Top Loyalty Trends ’ blog several months ago) was large scale proliferation and diversification of loyalty marketing, as brands beyond established loyalty sectors discovered how better customer experience could deliver bigger ROI. Smarter Investments in Customer Experience. i] [link].

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

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. Read Shep’s latest Forbes Articles: 57% Of Sales Reps Missed Their Quotas Last Year.

Case Study 82

Case Study ROI B2B Study 82

Oracle

FEBRUARY 21, 2019

“The Apex Award for Best Overall Customer Experience (Marketing, Sales, Service & Commerce)” Finalists. “The Thinker Award for Best Innovation in Sales” Finalists. “The Upshot Award for Best Demonstrated ROI in Marketing” Finalists. . Header image is from the 2018 Markie Awards ceremony.

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Financial data (sales, churn, etc.) Combining multiple types of data.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

CSM Magazine

MARCH 28, 2018

Here are five small steps you can take towards growing your business in 2018. The way in which consumers are encouraged to engage with brands is constantly changing, meaning the type of content you’re offering has to evolve; otherwise you could be risking losing market awareness, conversions and, ultimately, sales. Study Trends.

Social Media 40

Social Media Video Return on Investment Trends 40

CX Journey

JUNE 5, 2019

It appeared on the Forbes site on October 18, 2018. Focusing on acquisition yields a much faster ROI, especially when companies are driven by growth metrics. Suddenly, all of your customer experience transformation resources are shifted to business development and sales efforts. Is it a quality or performance issue?

Leadership 137

Leadership Culture Resources ROI 137

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Financial data (sales, churn, etc.) Combining multiple types of data.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Financial data (sales, churn, etc.) Combining multiple types of data.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

C3Centricity

MAY 25, 2020

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. Companies are changing business models as their value shifts from products to services, or even to the sale of the information they gather. Is this your case? The Current Situation with Data.

Technology 194

Technology Analysis Data Consumers 194

ProProfs Chat

NOVEMBER 29, 2019

Improved Sales. In 2018, the customer satisfaction rate with live chat usage stood at 83.1 83% was the average customer satisfaction rate of live chat interactions in 2018 and is likely to grow in the coming years. Personal interactions with customers can help your operators increase sales three-folds.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Amity

JANUARY 8, 2018

Don’t repeat these mistakes in 2018. Live in a constant state of angst as they are not reaching ROI, and, Can cause an inflation in your churn numbers if they churn in an unplanned manner. Imagine your Product Team operating without customer feedback, or your Sales Team operating without a customer profile.

Customer Success 100

Customer Success ROI Customers Study 100

TechSee

JULY 24, 2018

According to the Harvard Business Review , personalization can deliver five to eight times the ROI on marketing spend and can lift sales by 10% or more. In January 2018, he tried Netflix for the first time and discovered they have all of the past “Suits” episodes available for streaming. Joan is a amatuer climber.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

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. The difference in sales, revenue and loyalty between the number one player and the number two in many markets is therefore accelerating. Share this page on: Tweet.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Demonstrating the ROI of CX initiatives There is no doubt that improving the customer experience can have a direct or indirect financial impact on the business.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? Improving Sarah’s desire to stay with your company has an ROI of itself. .” I ask you to greet these well-meaning mantras with appropriate suspicion.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

CX Journey

JUNE 5, 2019

It appeared on the Forbes site on October 18, 2018. Focusing on acquisition yields a much faster ROI, especially when companies are driven by growth metrics. Suddenly, all of your customer experience transformation resources are shifted to business development and sales efforts. Is it a quality or performance issue?

Leadership 80

Leadership Culture Resources ROI 80

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. Many companies collect customer feedback, but very few act on what they hear.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

Magellan Solutions

MAY 16, 2021

On top of after sales support, nurturing existing customers and going after new ones is the standard business practice. Whether for business growth, sales or ROI increase. Something that your marketing department can pull valuable insights from to realign your overall sales strategy. . Travel with 0.72%. Real Estate n/a.

Telecommunications 52

Telecommunications Transportation Ecommerce Banking 52

BirdEye

MARCH 9, 2021

Here’s a real-world example of how data analysis from online customer reviews helped Amy Dickey, Director of Marketing at The Saxton Group , apply changes to their pricing that immediately impacted sales: “In April 2018, we decided to increase the price of our dine-in kids meal from $0.99 for dine-in kids meals and the sales returned”.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. digital revenue growth this holiday season at 13% year over year (YoY) — and total sales of $136B — from November 1 to December 31." . 10 Trends That Will Disrupt Customer Service in 2018.

Contact Center 60

Contact Center Management Call Center Customer Journeys 60