Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer service takes too long to answer the phone.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. NPS, CSAT, FCR, Health / Effort Score, etc.) Employee experience, partner experience, and customer experience contribute to EPS. Lifetime Value of customers, partners, and employees is the key to ROA.

Metrics 62

Metrics Management Effort Score ROI 62

ChurnZero

FEBRUARY 8, 2019

In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. According to CX Solutions, for every customer complaint there are 26 other unhappy customers that have remained silent.

Customer Success 45

Customer Success Net Promoter Score Effort Score NPS 45

Experience Investigators by 360Connext

JANUARY 7, 2020

I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.”

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. At times, refocusing your efforts may be the best course of action. Not Monitoring Changes in Customer Perception.

How To 243

How To Social Media Analysis Feedback 243

BlueOcean

AUGUST 7, 2018

Planning for 2019 already? You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. Company stakeholders and the procurement team should work collaboratively to score and evaluate RFP responses.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

CSM Magazine

DECEMBER 10, 2019

Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important. Hazel Morton of customer feedback experts Critizr works with some of Europe’s biggest brands and businesses. Empowering the whole company. Not exactly.

Net Promoter Score 52

Net Promoter Score Effort Score Customer Centricity Feedback 52

SurveySparrow

JANUARY 5, 2021

We are quite familiar with the term, ROI or returns on investment. When it comes to measuring the benefits of a particular cost-related investment, there’s no effective metric available then return on investment (ROI). You can use both ROX and ROI to form a more controlled and better experience for your company’s success.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. To create a consistent onboarding experience, irrespective of a user’s onboarding cohort, Olson says Customer Success needs to ramp up automation.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Grade.us

JANUARY 10, 2019

We've seen, over previous posts, that online reviews are crucial to attracting, converting and retaining customers. Prospective customers want to know: (a.) Provide customers with a service timeline outlining what will happen and when. Give service customers regular status updates (e.g. Online reviews are kingmakers.

Management 42

Management Guidelines Industry Effort Score 42

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This definitely gives you the motivation to focus more on creating a delightful experience for your customers.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model. Q&A Recap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Kitewheel

JULY 15, 2019

Customer journeys are a complex subject. While many businesses have matured in their customer journey orchestration efforts over time, many businesses are still struggling to decide where to begin. According to Gartner, over half of all businesses will redirect investments towards customer experience innovations this year.

Customer Journeys 40

Customer Journeys Metrics Effort Score Customers 40

Chattermill

AUGUST 6, 2019

How To Drive Action With Your Voice of Customer Program. on 7 Aug 2019. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

Chattermill

AUGUST 6, 2019

How To Drive Action With Your Voice of Customer Program. on 7 Aug 2019. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 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. Instant rewards. Technological Innovation.

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

COPC

MAY 2, 2019

s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. This Beijing seminar is the first in a series planned for China throughout 2019. The post COPC Inc.

Net Promoter Score 8

Net Promoter Score Contact Center Effort Score Metrics 8

Opinionator

JULY 21, 2019

Together these form, ‘ Customer Experience ’. They will send in undercover customers so you can find out everything you need to know about the customer experience, and keep an eye on your staff at the same time. is this old-school approach that is ineffective for judging customer experience. Customer Radar Retail Blog.

Return on Investment 69

Return on Investment Retail Feedback Effort Score 69

SurveySparrow

JANUARY 15, 2021

If you want to get better ROI, work engagement, and high employee retention, it’s crucial to provide constructive feedback. Now employers have to invest more effort and time in employees than ever. Give immediate feedback to show them you care and notice their efforts. Net Promoter Score. 360-degree Feedback.

How To 52

How To Net Promoter Score Effort Score Feedback 52

Currency Alliance

JUNE 16, 2020

As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. The incredible degrees of customer engagement that have been achieved, should inspire and guide the efforts of loyalty marketers in the coming year.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”. Where do you fall?

NPS 40

NPS Customer Success Effort Score Sales 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. No worries!

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SurveySensum

SEPTEMBER 12, 2019

There’s a reason why Jeff Bezos , CEO of Amazon considered brands as hosts and customers as invited guests. And, the reason is the customer-first mindset. Customer-first strategy is crucial to drive brand success in today’s competitive era. Get to know key concerns behind customer churn. Source: Seagate ).

Brands 67

Brands Net Promoter Score Customer Experience NPS 67

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 128

Customer Service Social Media Self Service Knowledge Base 128

Chattermill

JUNE 25, 2019

Common Customer Experience Mistakes. on 26 Jun 2019. customer experience. A great customer experience has a positive impact on revenues. If you look after customers they will look after you. Avoid these customer experience mistakes and find out how to avoid them. Customer Experience Error Page.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

NetBase

JULY 24, 2019

? ?. Updated July 2019. Access to digital data makes this a much easier to accomplish in theory – but with so many new competitors entering the game every day, any intelligence effort can quickly become time consuming. Customer experience analytics – You can’t pick and choose the data you analyze – or, at least, you shouldn’t!

Social Media 78

Social Media Analysis Tools Effort Score 78