Forrester's Customer Insights

NOVEMBER 6, 2020

We just published the Net Promoter Score (NPS)* 2020 results for 250 brands in 14 industries in the US: This is the second year that we have reported on these results and the first time that our study includes utilities. You can find our previous 2019 Net Promoter Score ranking here. We publish these scores […].

Net Promoter Score 25

Net Promoter Score NPS Study Report 25

Retently

JULY 28, 2023

The exact timing of the first mentions of the Customer Experience Officer may vary across sources, but it gained prominence in the 2010s, given the growing importance of customer experience as a strategic differentiator. The most well-known and trusted CX metrics are NPS , CSAT , and CES.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

JULY 28, 2020

” But instead, in 2019, things changed. The new statement lists “delivering value to customers” as well as investing in employees. .” The goal of that customer understanding might be “To improve Net Promoter Score (NPS) results for Hannah within the next 12 months.”

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

SurveySensum

DECEMBER 22, 2022

Let’s deep dive into this and understand how you can use the VOC program to improve customer retention. How can you improve customer retention with VOC program? . Actively listen to your customers. Gather comprehensive customer insights from multiple channels . Launch a customer loyalty program.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019. Technology and data are used to integrate CX across the business, with deep customer insight, skills, and platforms put in place to accelerate progress.

Touchpoint 69

Touchpoint Customer Centricity Culture Leadership 69

Customer Bliss

AUGUST 15, 2017

With the help of a boutique London firm + Forrester research around customer experience + customer interviews + employee interviews from all over the hierarchy, Annette and her team built out a maturity model for customer experience. But it did address a major customer experience pain point. Quick wins can overcome doubt.

Travel 204

Travel Industry Hotels Customer Journeys 204

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. And now, as we all know, customer success is one of the fastest growing software categories. Communication/Customer Engagement.

Software 60

Software Customer Success Tools Customer Centricity 60

Bizagi

JANUARY 30, 2019

You can overcome these silos by using a wrap-around solution that connects your silos, feeds the data into your processes, and makes customer insights available to your team. This kind of digital innovation can not only help you respond to customers, but it can also give you a richer understanding of how they’re feeling.

Net Promoter Score 70

Net Promoter Score Effort Score NPS eBook 70

Qualtrics

AUGUST 6, 2019

To achieve this agility organizations require deep insight into their CX to supplement operational data (O-data) from their CRM systems. It is therefore critical when understanding and anticipating your customers’ needs. For example, episodic NPS (eNPS) can unpack brand perception using customer journey episodes (e.g.

Company 48

Company NPS Comparison Brands 48

Chattermill

SEPTEMBER 11, 2019

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. by Harry Buckle on 12 Sep 2019. customer experience. What can we learn from Netflix's attention to customer experience? The ultimate example of a company disrupting an industry with customer experience? Share customer insights company wide.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Gainsight

APRIL 8, 2020

For example at Gainsight, it is important for my Account Management team to understand not just Customer Success Leaders (who we work with day to day), but other leaders across the Sales Organization, or Product teams, to whom we can speak with about the value of additional Gainsight products.

Sales 98

Sales Effort Score Fashion Report 98

Qualtrics

NOVEMBER 6, 2020

But staying on top is harder than it sounds: 25% of the mobile apps downloaded worldwide in 2019 were used only once. As a result, customers feel more confident giving you feedback, knowing that it will make a tangible impact. It can also go a long way toward helping customers feel more connected to the app’s brand.

Connections 44

Connections Feedback Survey Net Promoter Score 44

Thematic

MAY 22, 2019

Sure they don’t use beakers and test tubes… But customer behavior is at the heart of how we evaluate new initiatives. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. A clear case for customer experience ROI!

Exercises 97

Exercises ROI Conference Video 97

Chattermill

OCTOBER 6, 2019

on 7 Oct 2019. customer experience. In this blog, we'll talk you through the advantages of collecting open-ended feedback and explain how it can help develop a deeper understanding of your customers. It's time for CX pro's rethink how they survey customers. The Advantages of Open Ended Survey Questions. by Sam Frampton.

Survey 40

Survey Net Promoter Score Feedback Touchpoint 40

Currency Alliance

JUNE 16, 2020

Other initiatives from big brands, such as Orange, were quite simple, but very effective mixes of online and offline engagement that drove huge increases in NPS. A flag-bearer, for what can be achieved quickly by a travel brand, comes from a travel program whose parent company went bust in February 2019.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

SurveySparrow

SEPTEMBER 29, 2020

Now THAT’S how you make up for a poor customer experience. Francesca S Nicasio (@francescaSN) December 16, 2019. Lesson #2: Turn Bad Customer Experience Into Excellent Customer Support. It creates loyal customers and helps you grow both in the present and in the future.

Policies 59

Policies e-support Customers Examples 59

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Dennis Wakabayashi is a Corporate Customer Experience Champion and an Influencer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

JANUARY 17, 2019

Use this post as a guide to lead the way to execute best practice survey analysis in 2019. Customer surveys can have a huge impact on your organization. But if, for example, your Detractors in an NPS survey mention something a lot, that particular theme will be affecting the score in a negative way.

Analysis 98

Analysis Survey Data How To 98

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Demonstrating this growth, 2019 sees industry association the CCMA celebrate a quarter century of success , supporting the sector as it has grown dramatically.

Contact Center 75

Contact Center Self Service Net Promoter Score First Call Resolution 75

Eptica

DECEMBER 4, 2019

Date: Wednesday, December 4, 2019 Author: Steve Nattress Why brand reputation starts with effective listening. Published on: December 04, 2019. And this means that customer insight needs to be shared quickly with the right departments to drive changes, build trust and safeguard reputations. Share this page on: Tweet.

Brands 65

Brands Self Service Social Media Survey 65

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. It is also about changing customer and employee behavior to drive financial impact.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Qualtrics

JUNE 1, 2021

Powered by the Qualtrics Experience Management (XM) Platform , Standard Chartered is using customer feedback to proactively deliver superior customer experiences across every channel - in the branch, through the contact center, and over digital platforms. The first step in Standard Chartered’s experience transformation.

Banking 43

Banking Touchpoint Effort Score Contact Center 43

Pointillist

MAY 19, 2020

. “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! Approximately one third of CX team leaders report that they obtained an increase in their CX budgets from 2019 to 2020, while nearly half said their budget stayed the same. Over one-in-five saw their budget actually decrease year over year.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Help Scout

JUNE 22, 2021

Here are a few customer service statistics that serve to emphasize just how paramount excellent customer service can be for your bottom line: 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. billion in 2019. Bain & Company ).

Customer Service 129

Customer Service Social Media Self Service Knowledge Base 129

Qualtrics

NOVEMBER 18, 2020

Volkswagen Australia is obsessed about making life easier for customers, so it is no surprise customer insights are at the heart of every action Volkswagen takes. By using customer insights to move the business forward, Volkswagen is achieving incredible results - made even more impressive when set in the context of 2020.

Groups 32

Groups Management Automotive Ecommerce 32

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

And you also know that if a small investment of your time can produce greater ROI from any department, and raise your NPS score significantly, then that’s time well spent. Push your team to capture exclusive customer insight. Your greatest asset is exclusive customer insight.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Eptica

JULY 2, 2019

Date: Wednesday, July 3, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Delivering best practice in Voice of the Customer programs. Published on: July 03, 2019. Take a holistic view Collecting VoC feedback has traditionally relied on customers filling in surveys.

Net Promoter Score 62

Net Promoter Score ROI NPS Return on Investment 62