Lithium

AUGUST 3, 2022

Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. We sat down with Matt Deluca, Khoros Director of Strategic Services, to better understand when cost-cutting makes sense, and how to understand the varying ROI of the marketing world. Case Study | Khoros.

ROI 52

ROI Marketing Social Media Advertising 52

LiveChat

AUGUST 26, 2019

We all know customer service is the core of a successful business. 24/7 support, talking with customers the moment they need it, and on the channels they most prefer. Happy customers come back to buy more products and recommend you to their friends. Start with the main dashboard to monitor team’s performance.

ROI 57

ROI Measurement Customer Service Management 57

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . Speak to the unique value of each stakeholder .

How To 150

How To ROI Policies Analysis 150

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics?

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. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics?

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. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

NobelBiz

MAY 25, 2023

If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). Understanding Customer Data Platforms (CDPs) Although similar tools existed in the past, the term Customer Data Platform was first used in 2010. Managing customer data is nothing new.

Call Center 98

Call Center Software Data Contact Center 98

Lithium

AUGUST 17, 2022

Proving ROI in marketing takes a vastly different approach than the next day's Metrics. A Common Challenge: A commonly cited issue by Khoros customers is that they struggle to fully integrate with the Khoros platform. Some Khoros customers have reported that getting content out at a reasonable rate is taking too much time.

ROI 52

ROI Marketing Social Media Analytics 52

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. But as you acquire more customers, you’ll no longer be able to passively manage these lead and brand-building sources. But for your advocacy program to be effective, you must first have the backing of both your customer and your team.

Customer Success 96

Customer Success How To Case Study Customers 96

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Return on Investment Tips ROI 66

Totango

FEBRUARY 14, 2020

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. The Intersection of Customer Success and Marketing. Attracting new leads is their main forte.

Customer Success 98

Customer Success Marketing Case Study Study 98

Blake Morgan

AUGUST 4, 2023

But with all the options, the wisest choice for companies is to use a speakers bureau to find a customer-experience keynote speaker. Customer Experience is a Hot Topic Because it Matters Customer experience has been on the rise in recent years. Why is customer experience such a hot topic for modern business leaders?

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here. When I was in sales, revenue was King.

Customer Experience 95

Customer Experience Healthcare Net Promoter Score Apparel 95

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales. A review program. A review program.

Case Study 80

Case Study ROI B2B Study 80

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. Check out the case study here !

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

Magellan Solutions

JULY 8, 2021

What does it look like in the shoes of a Pay Per Sale Telemarketing Agent? Pay Per Sale Telemarketing also known as pay for performance sales outsourcing is a popular service among small to midsize businesses, especially in the retail and eCommerce industry. An Insider Insight on Pay Per Sale Telemarketing. Direct Sales.

Sales 52

Sales Net Promoter Score Average Handle Time Advertising 52

Feedbackly

OCTOBER 30, 2023

While nailing customer experience is a challenging task like getting hold of the golden snitch, having a program in place will ensure you have a clearly thought-out strategy to achieve it. A CX program is a strategic initiative centered on placing the customer at the heart of all business operations. What is a CX Program?

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

Grade.us

APRIL 17, 2018

It isn't even dealing with a flood of negative reviews from a horde of angry customers. It's demonstrating the ROI of online review management. Ignoring the ROI of online review management means you'll lose. When it comes to demonstrating the ROI of online review management, you can make a case for the obvious.

ROI 55

ROI Management How To Touchpoint 55

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. What customers really want from your organization is help solving their problem.

Customer Centricity 137

Customer Centricity Case Study Sales ROI 137

BirdEye

OCTOBER 27, 2023

Businesses might be well-equipped with advanced digital tools and modern-day strategies to attract customers. However, the quest to find the “perfect solution” to customer acquisition remains timeless. Customer acquisition is the backbone of a business’s growth and sustainability. Aim for more customer reviews 7.

Strategy 59

Strategy Social Media Multi-Channel Advertising 59

Circular Edge

MAY 26, 2023

Blueprint 4D 2023 Recap & Highlights This year’s Blueprint 4D was all about incredible learning experiences, valuable networking opportunities, unique customer appreciation events, and connecting with new & longtime JDE and Cloud friends. What are my profitable and unprofitable customers/products/services?

Case Study 52

Case Study Innovation Study Entertainment 52

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. The books are not in order of preference; all are very good. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

CSM Magazine

JUNE 30, 2022

Technologies like call tracking with data collection from Phonexa allow businesses to collect, process, and elevate every aspect of the customer-brand interaction. Read on to learn how call tracking can improve your customer service. Automating the Customer Journey. Automating the Customer Journey. Demographics.

Customer Service 52

Customer Service Case Study Customer Journeys Social Media 52

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. ” Chat helps sales in four key ways: 1. The result?

Sales 48

Sales e-support Contact Center Abandon Rate 48

BirdEye

MAY 3, 2023

B2B and B2C marketing channels need customized approaches for best results in terms of language, creative design, brand positioning, messaging, etc. When done correctly, both are great for developing customer relationships, building trust in your brand, and getting high-value conversions.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? Does she spend time every month connecting with customers?

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. Vivek: To map out the customer journey, start somewhere small.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. Covering customer-facing applications that deliver amazing customer experiences.

Social Media 40

Social Media Self Service Engagement ROI 40

BirdEye

MARCH 4, 2024

While this isn’t necessarily a hard and fast rule, there’s truth behind it — consistent and repeated exposure plays a crucial role in transforming potential customers into actual buyers. In fact, according to Birdeye data , 36% of multi-location marketers send personalized messages to their customers daily. Drive more revenue.

Marketing 111

Marketing How To Multi-Channel Tips 111

inQuba

APRIL 11, 2023

inQuba’s WhatsApp-enabled journey orchestration achieves never-seen-before results In recent years, businesses have relied heavily on email and SMS as channels to communicate with their customers. However, as these channels have become saturated with marketing messages and spam, customers have become less responsive to them.

Customer Journeys 52

Customer Journeys Engagement Multi-Channel Infographics 52

ViiBE Blog

JANUARY 25, 2021

ViiBE’s Zendesk video call plugin has a proven track record of drastically boosting customer satisfaction and operational KPIs. Zendesk is designed to foster great customer relations, and to do so provides software addressing customer support, sales, and customer engagement. Introduction to Zendesk.

CRM 52

CRM Video Case Study Net Promoter Score 52

Michel Falcon Experience

NOVEMBER 10, 2014

This post is not about football; it’s about social media, brand awareness and customer engagement. Harry’s was engaging current and potential customers in an area of their interest, while memorably increasing brand awareness with this targeted audience. I believe Harry’s is a world-class case study.

Social Media 145

Social Media Case Study ROI Brands 145

Gainsight

JANUARY 17, 2020

When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback?

Feedback 117

Feedback Roadmap ROI Case Study 117

Kayako

DECEMBER 3, 2015

You’ve been hired as a customer service manager, tasked with delivering great customer service. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that customer feedback helps build a better product. Ask for the close!

Customer Service 120

Customer Service How To Case Study NPS 120

inSided

OCTOBER 1, 2022

When it comes to Community, there’s a common misconception that it's best for companies who have 500 or more customers per CSM. And it can offset support cases and help with ticket deflection. How do you unify your customer journey and tech stack to create a frictionless digital experience for your customers?

Case Study 52

Case Study Effort Score Customer Journeys Study 52

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? If you teach a customer how to use your product to fix a problem, you’re in the game.

Strategy 64

Strategy Marketing Case Study Effort Score 64

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. That’s why the vast majority run Voice of the Customer (VoC) programs to listen to feedback and act on this insight to improve how they operate. Published on: July 03, 2019.

Net Promoter Score 62

Net Promoter Score ROI NPS Return on Investment 62