Experience Matters

JANUARY 21, 2020

In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience. The XM Institute is kicking off the year with a research bang. Since then, we’ve actually published a number of new research reports with an emphasis on industry-specific data.

Industry 201

Industry Consumers Feedback Insurance 201

NetBase

MARCH 26, 2019

Measuring influencer marketing success requires a particular set of skills – skills that go beyond typical ROI savvy, to criteria that specifically relates to influencers. And finally, you need data transparency that just makes sense when it comes time to explain your exceptional ROI to stakeholders. And that applies to every vertical.

ROI 66

ROI Measurement Metrics Marketing 66

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Nothing wrong with that!

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. How to Calculate Social Customer Care ROI.

ROI 45

ROI Social Media Airlines Customer Service 45

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Evidencing ROI was highlighted by almost half of the respondents as the biggest block to gaining approval for future CX investments.

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends. Published on: June 24, 2016.

ROI 50

ROI Self Service Customer Experience Airlines 50

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NICE inContact

JUNE 14, 2016

Earlier this year I had an issue with an airline so, as many of us would do, I called them. Within minutes of my tweet I got a response from a competing airline, inviting me to start flying with them. They offered me credit for future flights and would carry my status over from the airline that was causing my delay.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Consider this seriously.

Roadmap 139

Roadmap Customer Experience Airlines How To 139

Innovative CX

MARCH 6, 2024

Why is it that customer service isn’t improving? If you’re like me, you engage with an organization’s customer service department at least once or twice each month. For some reason, when we walk through the doors of our organizations, we sometimes forget that we too are customers.

B2C 52

B2C Airlines Customer Journeys B2B 52

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. Khoros is here to say that there’s much more to customer engagement in the travel industry than Twitter and outdated phone systems. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. A New Approach.

Hospitality 52

Hospitality Brands Travel Airlines 52

inQuba

APRIL 7, 2022

Eidsvik brings 25-years of helping top international brands in the customer management space. Bruce has literally worked around the world helping companies build better customer experiences for their clients, including Toronto, Paris, Singapore and San Francisco. I am so excited to be part of it, leading North America expansion!”,

Airlines 75

Airlines Insurance Customer Journeys ROI 75

NICE inContact

SEPTEMBER 4, 2019

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. Why might customer service agents be unhappy? An agent’s schedule can be brutal.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Evidencing ROI was highlighted by almost half of the respondents as the biggest block to gaining approval for future CX investments.

Customer Experience 81

Customer Experience ROI NPS Return on Investment 81

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Customer Bliss

MAY 31, 2016

Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . Prove your points and connect them to ROI.

Airlines 80

Airlines Customer Experience Insurance Innovation 80

Oracle

AUGUST 27, 2020

” The awards consist of 16 categories honoring customer experience excellence across marketing, sales, service, and commerce. The Apex Awards for Best Overall Customer Experience. Finalists: Alaska Airlines. The Upshot Award for Best Demonstrated ROI in Marketing. The Upshot Award for Best Demonstrated ROI in Sales.

Omni-Channel 75

Omni-Channel Meeting ROI Airlines 75

Customer Bliss

MAY 11, 2017

I just hit Episode 50 of my customer experience podcast. It’s been so interesting to talk to CCOs and SVPs in different industries and get actionable customer experience examples from them. So let’s go through eight relevant customer experience examples from recent episodes. Customers want an easy experience, right?

Examples 131

Examples Customer Experience Airlines Exercises 131

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). This makes it easier to prove ROI.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Michel Falcon Experience

MAY 21, 2015

Is your company still busy wondering about the ROI of social customer service?Venture Venture Beat published an awesome post on KLM, the European airline, on how their 150 social media customer service agents have generated annual revenue of $25 million through social media.

Customer Service 60

Customer Service Social Media Airlines ROI 60

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers. So, how are UK travel companies doing in terms of online customer experience?

Travel 49

Travel Brands Airlines Customer Experience 49

Oracle

APRIL 10, 2018

On Monday, I started my journey from New York City to Chicago for Oracle Modern Customer Experience 2018. Interestingly enough, throughout my travels, I encountered a number of customer experiences that I felt went above and beyond. My CX with American Airlines. My CX with Hyatt Hotel.

Airlines 40

Airlines Hotels Customer Experience Travel 40

NetBase

MAY 20, 2019

But many are still unsure of how to communicate the amazing engagement they’re seeing – and correspondingly unable to demonstrate it in terms of ROI. You can almost hear their end-of-year Instagram ROI reports falling flat if you listen closely. Let’s get started! Understanding Stories. Creating a Baseline.

Analytics 58

Analytics Banking Airlines Comparison 58

Currency Alliance

MARCH 28, 2023

The term ‘pay with points’ implies that a customer can burn loyalty points or miles at a point of sale as the method of payment. It also implies that the customer can do this quite easily and freely, across a large proportion of a brand’s inventory, in its primary commerce channels.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Thematic

FEBRUARY 11, 2024

Both companies compete head to head with each other for customers. I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. It makes sense to bring as many people as possible to spend time with customers and learn what matters to them.

Conference 62

Conference NPS Hotels Self Service 62

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Using these technologies in Customer Experience analysis and design is inevitable.

Banking 141

Banking Airlines Analysis Technology 141

ProProfs Chat

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Bad customer service has become a major business problem today. Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Improves Customer Retention Rate.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Culture 114

Culture Customer Service Leadership Airlines 114

Experience Matters

JUNE 16, 2015

Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We just published a Temkin Group report, Economics of Net Promoter, 2015. Download report for $295.

Report 120

Report Net Promoter Score Wireless Airlines 120

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

CX University

JANUARY 15, 2020

We all understand that having a great customer experience (CX) affects everyone as customers, and an exceptional CX drives revenues and growth. SaaS consultant Nichole Elizabeth DeMeré explains that companies with superior CX saw an increase in customers and regardless of the industry, CX leaders had as much as a 26%-point lead.

Industry 52

Industry Airlines Ecommerce Social Media 52

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. We all have at least one thing in common – we’re passionate about Customer care.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

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. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Strativity

JANUARY 6, 2023

In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. In this hypothetical broader ecosystem, the customer could strengthen relationships with your brand and others, along with consumers that share the same goals. Some industries are already doing this well.

Brands 52

Brands Apparel Airlines Hotels 52

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. In the journey manager role synonymous with that of a customer success manager?

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. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4%

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80