Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. Put these together and it is vital that VoC programs deliver real ROI if they are to continue to win investment and drive improvements.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. Find those managers and supervisors who need to understand your Voice of the Customer program and their role in it.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. Governance tools and processes to coordinate centrally, along with the project management required to facilitate.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Lithium

SEPTEMBER 12, 2019

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? As National Instruments Social Media Strategist and Global Program Manager Danielle Stapleton put it, “we work in a pay-to-play world.” Proving the ROI of customer engagement is possible. Yes, numbers.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? As National Instruments Social Media Strategist and Global Program Manager Danielle Stapleton put it, “we work in a pay-to-play world.” Proving the ROI of customer engagement is possible. Yes, numbers.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

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. These three questions will start the right conversations to choose the perfect NPS software for your company. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . With an amazing NPS score of 87.5, Katie Patel – Head of Client Success Management, Waystar.

NPS 54

NPS Connections Customer Centricity Customer Success 54

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Published on: November 27, 2019. Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. Share this page on: Tweet.

Self Service 97

Self Service Knowledge Base Leadership Consumers 97

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product. An Intense Focus on Outcomes and ROI.

Trends 74

Trends Customer Success Effort Score ROI 74

Gainsight

APRIL 26, 2019

Click here to see the full Pulse 2019 agenda. Hires from Support or Account Management exclusively; reliant on “rock stars” May also hire from management consulting, customer domain, product or other areas. Understands larger financial model and helps with (1) self-funding paid CS or (2) delivering clear ROI from CS.

Leadership 79

Leadership Customer Success Roadmap Conference 79

ChurnZero

AUGUST 30, 2019

SaaStr (@saastr) August 29, 2019. Bill Cushard (@billcush) August 29, 2019. . Marko Ruusinen (@mruusinen) August 29, 2019. . Massimo Arrigoni (@massiarri) August 29, 2019. . Split out Sales and Account Management . MarketGrowth (@marketgrowth_io) August 29, 2019. . SaaStr (@saastr) August 29, 2019. .

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

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’t measure returns on employee experience with NPS or surveys.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

ChurnZero

OCTOBER 30, 2020

Customer Success drives a double benefit in the ROI.”. Abel explains that when G2 captures customer reviews, they ask a Net Promoter Score® (NPS) question which allows them to see every company’s NPS in real time and how it’s trending. “I There’s much skepticism about NPS being a valid metric to rely on.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

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. During her speech, Rachel shared that one of the major issues in contact center management is the underutilization of data.

Net Promoter Score 8

Net Promoter Score Contact Center Effort Score Metrics 8

ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Team HGS

SEPTEMBER 30, 2019

By Scott Yates, General Manager, HGS. As we’ve been brought into the process, we’ve become experts at bridging critical gaps—for optimized CX and ROI —in other words, earning and retaining customers for the brand. For this client, HGS mines and shares brand results using a voice of the consumer survey to drive NPS increases of 11%.HGS

Brands 40

Brands Social Media Contact Center Healthcare 40

SurveySparrow

JANUARY 15, 2021

If you want to get better ROI, work engagement, and high employee retention, it’s crucial to provide constructive feedback. A performance review is an official assessment of employees, in which an HR team or a manager evaluates an employee’s overall work performance. Don’t Google this fact. 360-degree Feedback.

How To 52

How To Net Promoter Score Effort Score Feedback 52

Chattermill

AUGUST 6, 2019

on 7 Aug 2019. When sharing your insights focus on the outcomes that matter to them, understand what matters to your executives, managers, and front line employees. For example, if your company used NPS as its primary CX metric. How To Drive Action With Your Voice of Customer Program. by Sam Frampton. Voice of the Customer.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

Chattermill

AUGUST 6, 2019

on 7 Aug 2019. When sharing your insights focus on the outcomes that matter to them, understand what matters to your executives, managers, and front line employees. For example, if your company used NPS as its primary CX metric. How To Drive Action With Your Voice of Customer Program. by Sam Frampton. Voice of the Customer.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

ChurnZero

AUGUST 23, 2019

I think that the reason that this team is invested in early is because you’re generally investing in the must-haves, you have to have Customer Success Managers. I have seen CSMs, Implementation Consultants, Product Manager, roll up their sleeves and dive in on projects. Say- in the next 90 days we’re going to implement an NPS process.

NPS 40

NPS Customer Success Effort Score Sales 40

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Episode Management. Augmented Reality Customer Experience.

Trends 173

Trends Customer Experience Self Service ROI 173

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections. Let’s get started.

Exercises 97

Exercises ROI Conference Video 97

Kitewheel

JULY 15, 2019

They’ve also changed dramatically in the past few years as the market for journey management has evolved. If you’ve already started the customer journey process at your business, check out our research in the State of the Customer Journey for 2019 , for more concrete data. Customer journeys are a complex subject.

Customer Journeys 40

Customer Journeys Metrics Effort Score Customers 40

Gainsight

JULY 7, 2021

The result, as Moore explained, was that “Customer Success Management would soon ‘cross the chasm’ as a mainstream discipline across all businesses and industries.”. 2019 was a banner year for Pulse. What would be the long-term ROI of virtual events when it came to brand awareness, pipeline and bookings?

Social Media 45

Social Media Conference NPS Customer Success 45

Qualtrics

JULY 24, 2020

What’s the ROI of strong company culture? Introduce and demonstrate your organization's core values through HR programs, such as your careers webpage, orientation, training, and performance management. Typically, culture originates with an organization’s founders or leaders and trickles down to employees.

Culture 26

Culture Company How To Employee Experience 26

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. But News UK’s ‘ Sun Savers ’ program has managed to drive a lot of additional print sales by giving out free vouchers in the paper, which can be redeemed using a mobile app.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. With three questions now included in the NPS series, this is more often referred to as the Net Promoter System. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Adoption of a Journey-based Approach is Critical for CX Success High-performing organizations rely on a journey-based approach to effectively manage and measure CX and maximize business results.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

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. NPS is the number one most-employed metric (59%), followed by CSAT (54%).

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

SurveySensum

SEPTEMBER 12, 2019

It’s 2019, customers are getting ample choices and you’ll have to make certain that why should they choose you over your competitors. And the ROI is transparent for the efforts invested in creating pleasant customer experiences. Measuring Net Promoter Score (NPS) is important to get more customers and retain existing.

Brands 67

Brands Net Promoter Score Customer Experience NPS 67

TechSee

DECEMBER 28, 2020

Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent. According to a Gartner survey in May 2019, 19% of service companies already offered these contracts, and another 26% were expecting to do so within 12 months.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

CloudCherry

FEBRUARY 20, 2019

Finally, in 2019 receiving real-time notifications from detractors is table-stakes. In any one week, you might want to set up a new dashboard to monitor new initiatives, create reports for a new manager that just joined, or add a new survey question to investigate a new theory. Ad hoc surveys are dead – long live the journey .

Strategy 273

Strategy CEM Analysis Self Service 273

Thematic

JANUARY 27, 2019

We’ll cover: Simple techniques for making sense of feedback in house. How to calculate the impact of positive and negative aspects of your service. How to measure the ROI of initiatives based on customer feedback. Here is a real-life example of a typical conversation in a contact center (in 2019!).

Data 59

Data Customer Service How To Contact Center 59

SurveySensum

MARCH 26, 2024

This ultimately enhances the overall customer experience and drives CX-focused ROI. Pros Supportive customer services Has seamless integration with other platforms Cons Can be expensive for small businesses Lacks design flexibility Source: G2 , Paperform review, June 15, 2019. G2 Rating: 4.5/5 5 Pricing: $24/month 4.

Tools 52

Tools Survey Feedback e-support 52

SurveySensum

MARCH 26, 2024

This ultimately enhances the overall customer experience and drives CX-focused ROI. Pros Supportive customer services Has seamless integration with other platforms Cons Can be expensive for small businesses Lacks design flexibility Source: G2 , Paperform review, June 15, 2019. G2 Rating: 4.5/5 5 Pricing: $24/month 4.

Tools 52

Tools Survey Feedback e-support 52

ChurnZero

APRIL 27, 2021

An attractive Customer Acquisition Cost (CAC) is hugely positive; Lifetime Value (LTV) is largely assumptions-based at this stage and there are often few cohorts to analyze; low churn is important (though, again, there may be few renewal cycles to evaluate); a strong Net Promoter Score® (NPS) is always good. .

Customer Success 98

Customer Success Metrics Net Promoter Score NPS 98