ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Michel Falcon Experience

SEPTEMBER 17, 2014

Tony Hsieh (Founder, CEO – Zappos) advocates spending more on improving the customer experience over traditional marketing. Zappos is a case study on how to do this. The ROI of some customer experience initiatives can take 6, 12 or 24 months to come to surface. They think long term.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

Michel Falcon Experience

NOVEMBER 10, 2014

As a customer experience consultant and keynote speaker, I’m always on the hunt to find companies who are engaging well with social media to discuss with my clients and email subscribers. I believe Harry’s is a world-class case study. For the record, the shaving experience was amazing! featured'

Social Media 145

Social Media Case Study ROI Brands 145

Quadient

JULY 25, 2022

Comprehensive visualization lets every employee experience a journey as a customer does, linking each touchpoint of the lifecycle in a global map. Cloud-based journey mapping tools maximize ROI by letting you identify critical touchpoints and prioritize the most impactful improvements for your transformation strategy. .

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

ClearAction

AUGUST 6, 2019

Customer journey insights are used to improve and to guide the employee experience. Employee experience is designed to improve customer experience. The ultimate purpose of customer experience insights is to manage business more wisely than competitors do. Digital Experience Mission-Critical Trends.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

ChurnZero

DECEMBER 20, 2019

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. . . Companies apply the golden rule of business to customers and employees. . High-value outcomes with real ROIs will reign supreme. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Qualtrics

JULY 31, 2020

Here’s a closer look at what it is, the metrics you should measure, how to get started, and a case study demonstrating people analytics in action. Build a world-class employee experience. Every interaction an employee has with an organization is a data point that can be utilized to glean insights – and improve EX.

Analytics 41

Analytics Data How To Net Promoter Score 41

SurveySparrow

NOVEMBER 9, 2020

It’s HR’s responsibility to provide an excellent employee experience throughout their employee lifecycle. The first few months of a new job is a vital part of the entire employee journey. If your employees have bitter experiences during these times, they will have negative feedback about the organization.

Software 59

Software Tools Management Employee Engagement 59

Michel Falcon Experience

NOVEMBER 8, 2015

If you’ve follow my blog, visited my YouTube channel or follow me on social media, you know that I spend 3 to 4 hours each day studying the inner workings of customer-focused companies. time and budget) to always improve your company’s customer experience. Your customer experience won’t improve unless you invest in it.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

Michel Falcon Experience

JULY 17, 2015

And now consider these case studies in massive success: Amazon – Grew from operating in a garage to having a market cap over $100 Billion. Well, the time has come—I’d like to share with you five rules that you can use to improve your company’s customer experience. I always audit the employee experience first.

Industry 60

Industry eBook Employee Experience System 60

Stella Connect

APRIL 17, 2018

Renowned training and leadership expert John Whitmore once observed that by simply telling employees information, their recall after three months is about 10%. If you tell, show, and let employees experience what you’re trying to teach, three-month recall jumps to 65%. This includes the products you offer.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

Renowned training and leadership expert John Whitmore once observed that by simply telling employees information, their recall after three months is about 10%. If you tell, show, and let employees experience what you’re trying to teach, three-month recall jumps to 65%. This includes the products you offer.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

RapportBoost

DECEMBER 10, 2018

But at the same time, it is like the real ROI gain as well. I know Nate and Kaye got a few case studies about these topics to share. Machine learning, natural language processing, through powerful new subsets of artificial intelligence that supports these trends, more organizational knowledge and self-service.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Bold360

DECEMBER 1, 2016

With a focus on digital marketing, he is passionate about helping small businesses grow and achieve a positive ROI from all their marketing efforts using common-sense marketing and modern tools. Focusing on the customer experience without first considering the employee experience is putting the cart before the horse.

Software 40

Software Customer Experience Company CRM 40