Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Investing in truly understanding them has a massive financial payoff. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Investing in truly understanding them has a massive financial payoff. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Lumoa

MAY 19, 2020

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. A study by Acquia found that while 82% of marketers feel that they deliver a positive customer experience, only 10% of customers agree with that sentiment. That’s where the business case comes in.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Call Experts

JUNE 23, 2022

Customer retention is a huge deal for your organization, so it’s important you put some effort into building a better customer rapport. This article will explain customer rapport, why it’s essential, and how contact centers can support your customer service efforts. . What Is Customer Rapport?

Contact Center 98

Contact Center Customers Connections Return on Investment 98

West Monroe

FEBRUARY 11, 2024

When done well, this not only solves a problem but also creates a foundation for expanding beyond the pilot and exploring more opportunities to benefit from the technology investment and what your organization has learned. A case study in building on the foundation This particular application of M4.0

Industry 52

Industry Case Study Analysis Technology 52

AWS Machine Learning

MAY 23, 2023

We finish with a case study highlighting the benefits realize by a large AWS and PwC customer who implemented this solution. PwC has built a pre-packaged MLOps accelerator that further speeds up time to value and increases return on investment for organizations that use SageMaker. Connect with him on LinkedIn.

Case Study 77

Case Study Government Training Return on Investment 77

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Consider their reputation, experience, customer reviews, and case studies.

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Consider their reputation, experience, customer reviews, and case studies.

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

Confirmit

APRIL 5, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Tactical and strategic approaches to using the Voice of the Customer to drive positive change. Voice of the Customer Case Studies. How to manage the complexities common to B2B vendor-client relationships.

B2B 40

B2B Case Study Return on Investment Hospitality 40

Confirmit

DECEMBER 17, 2018

Over the past few years, focus on Customer Experience and Voice of the Customer programs has increased dramatically. For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

delighted

MAY 11, 2021

It’s a term that gets thrown around a lot these days, but “customer loyalty” has never been more important. If you want to build a business that’s sustainable – not just a flash-in-the-pan success – you have to prioritize the long-term loyalty of your customers. The significance of customer loyalty.

Customer Journeys 78

Customer Journeys Loyalty Brands Strategy 78

CSM Magazine

NOVEMBER 18, 2020

Agents working from home and changes in customer expectations are just two of the challenges that organisations face. Ed Creasey of Calabrio discusses how successful Customer Service Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. Good communication is key.

Customer Journeys 52

Customer Journeys e-support Return on Investment Competitive Advantage 52

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Download the ACE Awards book learn how: Ally Financial hit an incredible 90% customer satisfaction score. Download the ACE Awards book learn how: Ally Financial hit an incredible 90% customer satisfaction score.

Case Study 40

Case Study Return on Investment Hospitality Insurance 40

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Download the ACE Awards book learn how: Ally Financial hit an incredible 90% customer satisfaction score. Download the ACE Awards book learn how: Ally Financial hit an incredible 90% customer satisfaction score.

Case Study 40

Case Study Return on Investment Hospitality Insurance 40

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth. How Do You Retain Customers?

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must. Diving Deeper: What Exactly Is Personalized Customer Service?

Customer Service 52

Customer Service Return on Investment Customer Service Strategies Loyalty 52

Second to None

MAY 8, 2018

Email marketing remains one of the most effective ways to establish customer relationships and boost ecommerce sales. Although every campaign is different, email marketing campaigns deliver an average return on investment of 4400% for every dollar spent. How an Email Marketing Strategy Enhances the Customer Journey.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

GlowTouch

APRIL 16, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Support Trends in the SaaS Industry. Companies in this space are influencing their own success, and customer service is among the key components. The Value of Customer Support in SaaS.

Industry 52

Industry Trends Software Return on Investment 52

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Software 52

Software Customer Success Effort Score Net Promoter Score 52

Bob Hayes

APRIL 29, 2018

Business growth depends on acquiring new customers and keeping them around for a long time. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. Why is this the case? Increase Revenue. Decrease Costs.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

Bob Hayes

APRIL 29, 2018

Business growth depends on acquiring new customers and keeping them around for a long time. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. Why is this the case? Increase Revenue. Decrease Costs.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

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

ChurnZero

SEPTEMBER 18, 2020

Have you stopped to ask yourself if your customer conversations and QBRs are really about your customer – or are they about what your customers thinks about your product ? Q: Please explain the three customer P’s mentioned during the webinar. A: It’s your customer’s problems, priorities, and perception.

How To 64

How To B2B Return on Investment Meeting 64

Confirmit

SEPTEMBER 18, 2017

This year, to celebrate CX Day on October 3rd , we’re running a countdown where we share some of our favorite customer stories to help inspire us all in our day-to-day Customer Experience activities. This week, we are focusing on a long-standing customer who has, frankly, dominated the Confirmit ACE Awards for years.

Net Promoter Score 45

Net Promoter Score Insurance Return on Investment Case Study 45

Clarabridge

JUNE 13, 2017

We never turn down an opportunity to chat with Bob Land, VP of Consumer Engagement at Dorel Juvenile about how he ensures seamless, positive customer experiences. This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment.

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

Confirmit

SEPTEMBER 9, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Take a look to find out how our Confirmit ACE Awards winners have used Customer Experience Management solutions to drive business change. Waters runs a global Voice of the Customer program for its Field Service operations.

Insurance 40

Insurance Return on Investment Policies Case Study 40

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Many brands are investing heavily in customer experience (CX) and, as we explore below, the numbers don’t lie — those allocated resources can yield some serious returns.

ROI 40

ROI Measurement Customer Experience Effort Score 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute. Joe, over to you!

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute. Joe, over to you!

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute. Joe, over to you!

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. There’s input (investment) and output (ROI + waste). The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Why are so many customer feedback programs so inefficient?

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Hero Digital

MAY 21, 2019

As an agency, one of our biggest targeting challenges is getting first party customer data for targeting, anti-targeting, and developing similar audiences. Marketers will be able to assign attributes in the backend to tell the engine which customer match lists to add the user to. More to be announced in upcoming months.

Marketing 50

Marketing Video Advertising Touchpoint 50

Magellan Solutions

JUNE 26, 2021

B2C (Business to Customer) is the process of selling to individual consumers. For customers to make a purchase or subscribe to your business services, you will need to have a unique strategy to increase brand awareness. All the while establishing a pipeline of potential customers for their company. Retaining existing customers

B2C 52

B2C Strategy Social Media Advertising 52

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. Take action on the insights to improve customer experiences and drive business change.

CEM 40

CEM Software Multi-Channel Effort Score 40

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. Take action on the insights to improve customer experiences and drive business change.

CEM 40

CEM Software Multi-Channel Effort Score 40

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

delighted

AUGUST 9, 2019

Customer testimonials are so powerful that they can motivate even the most hesitant shoppers to buy. Strategically placing customer testimonials on your website and throughout your marketing campaigns can help you get more qualified leads, boost sales overall, and ultimately help increase revenue. What are customer testimonials?

Marketing 50

Marketing Social Media Net Promoter Score Effort Score 50