ECXO

OCTOBER 23, 2024

Case Studies These case studies showcase tangible results, demonstrating the effectiveness of AI in addressing specific challenges: · Sephora : Sephora integrated AI through a chatbot, Sephora Virtual Artist, which allows customers to virtually try on makeup. 123 Real-World Success Stories for Your Inspiration 1.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Beyond Philosophy

SEPTEMBER 8, 2022

Patterson and her team spoke with the customer service teams, customers, and sales teams. Then, they needed the senior management to buy in on that project title. Hannah sailed the project in the organization with the executive management board, and it helped Patterson move her project deeper into Maersk.

Case Study 97

Case Study ROI Study Customer Experience 97

InMoment XI

AUGUST 13, 2024

Call Tracking Software vs. Conversation Intelligence Software While both call-tracking software and conversation intelligence software play vital roles in managing and analyzing customer interactions, they serve different purposes and offer distinct functionalities.

Software 195

Software Social Media Analytics Return on Investment 195

Customer Bliss

MAY 17, 2016

For Episode 5 of The Human Duct Tape Show — a special one for me, because it comes out during #CXWeek — I speak with Mark Ramsey, the General Manager of Audi Experience, about why Audi made the move to blend their operational customer experience and digital experience responsibilities under one leader. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

InMoment XI

FEBRUARY 12, 2024

By amalgamating data from sources like sales, marketing, and customer support, integrated CX provides a holistic perspective, enabling organizations to understand customer behavior and preferences more thoroughly. Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Lumoa

APRIL 1, 2020

Those decisions then funnel up to impact key metrics like retention and customer value over time. Instead of relying on your sales team or marketing spend to bring in and retain new customers, you can rely on a highly-personalized (and delightful) customer experience to do so. Who is responsible for your customer insight strategy?

Customer Insights 195

Customer Insights Strategy Customer Journeys How To 195

CX Accelerator

DECEMBER 31, 2018

They feel the pressure of meeting metrics but don’t know how and when to strike a balance. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done. I believe you two are connected on social media, but let me know if you’d like to make an email introduction.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. messaging, social media, live chat, video chat, online reviews). Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.

Customer Success 111

Customer Success Management NPS Sales 111

ECXO

DECEMBER 25, 2024

Happy customers are more likely to return and spend more, contributing to the bottom line in a way that chasing sales numbers alone can’t always achieve. Excellent CX involves setting boundaries and managing expectations transparently. Use testimonials and case studies to showcase real-world impacts.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

GetFeedback

SEPTEMBER 24, 2019

Getting advocates to participate in case studies and referral programs would be a big win for marketers, and thus a win for CX leaders, too. In recent years, the job of sales professionals has changed dramatically due to buyer self-education via the internet and social media. How to win over top management.

How To 150

How To ROI Policies Analysis 150

Experience Investigators by 360Connext

JULY 28, 2020

Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. CX leaders must understand what metrics matter at their company. What metrics are used? What do we need to get there? A customer-centric mindset often flies in the face of traditional business education and legacies.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

BirdEye

JUNE 15, 2023

As a local business looking to improve sales, your marketing strategy has to include a refer-a-friend program. Set clear objectives Like every other marketing or sales initiative, start by defining the goals of the refer-a-friend campaign. You might initially want to increase sales, boost website traffic, or generate leads.

Sales 98

Sales Social Media Gamification Brands 98

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. 71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Grade.us

APRIL 28, 2020

” Your prospective clients have questions about your review management services. So, they create a review management case study to showcase the results they’ve achieved for other clients. A successful review management case study shows results. “See? Table of Contents.

Case Study 40

Case Study Study Management How To 40

CSM Practice

MAY 22, 2020

However, despite the increase in the demand for effective customer success managers and teams, there is no standardized incentive model to compensate them. In this guide, we’ll explore the available compensation plans, the right framework for thinking about customer success manager compensation, and best practices.

Customer Success 126

Customer Success Effort Score Metrics Customer Centricity 126

Kayako

DECEMBER 3, 2015

You’ve been hired as a customer service manager, tasked with delivering great customer service. Maybe you could send over some case studies – like these ! In this post you’ll learn just how to turn the things you want to do to get better at customer service into business initiatives that your management can buy into.

Customer Service 120

Customer Service How To Case Study NPS 120

QuestionPro Audience

AUGUST 28, 2017

We will walk you through customer journey mapping and best practices and present alongside a case study with Emirates Airlines. Ask yourself: is it just after you close a sale? 3 months after a sale? For the identified moments of truths, make sure you have the correct metrics in.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

Vonage

JULY 27, 2015

Our cloud solution helped enterprise mobility management company, MobileIron , do just that, ensuring customer data was available to agents across the world and allowing call quality to be monitored globally. Call centre management. It’s difficult to manage a customer service department without an accurate picture of what’s going on.

Technology 120

Technology Infographics Case Study Retail 120

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

InnerTrends

DECEMBER 2, 2019

The fast signup vs. considered signup was argued by Basecamp for years and even experimented on (see the case study at the end of the article). However, Kissmetrics seems to have now moved towards a scenario typical for companies interested in the quality of the leads, who employ a sales team to convert them. Before you Begin.

Case Study 105

Case Study Study Metrics Strategy 105

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. Don’t assume that your current sales process is good the way it is. Try to optimize your initial sales process as best as you possibly can.

Loyalty Programs 110

Loyalty Programs Lifetime Customer Loyalty Poor Customer Service 110

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

LiveChat

AUGUST 26, 2019

But if there’s one question bothering a customer service manager, it’s probably this: what is the actual impact of customer service on our business revenue ? It’s a place where you keep an eye on the most important metrics. Chats that were well received and helped to sell a product are always a good case study to learn from.

ROI 57

ROI Measurement Customer Service Management 57

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

BirdEye

SEPTEMBER 19, 2022

As a result, enterprise SEO can be a more effective and efficient way to manage a website for the long term. Enterprise SEO can be a game-changer for businesses that rely heavily on website traffic for leads and sales. The bottom line: enterprise SEO can help you attract more qualified leads, boost sales, and grow your business.

Social Media 96

Social Media Case Study Report Study 96

BirdEye

DECEMBER 12, 2022

Share case studies 16. Promote email and text sign-ups Frequently asked questions about social media posts Manage all your conversations with Birdeye Messaging. Not only can this help boost your sales, but you’ll also get your customers involved in promoting your business. Share case studies.

Social Media 98

Social Media Strategy Marketing Case Study 98

BirdEye

DECEMBER 1, 2021

Unlike the days of printed ads, property books, or “For Sale” signs, home buyers and sellers look to real estate agent reviews to find the most trustworthy agent. Case study: Owen & Co., This can indirectly help with search ranking by increasing time on page, reducing bounce rates, and influencing similar metrics.

Case Study 98

Case Study Study Consumers Hotels 98

Education Services Group

NOVEMBER 25, 2019

Instead, they’re simply “rebranding” their Account Managers as Customer Success Managers with little to no training or transition. Though both AMs and CSMs have a post-sales role, and AMs often make excellent CSMs with the proper change management and training, the two practices are certainly far from synonymous.

Customer Success 59

Customer Success Management Case Study Resources 59

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. In other words, the growth a company generates from loyal customers will vastly outweigh the value of the initial sale. Here are 11 statistics, quotes and quips that make the case for investing in Customer Success teams.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

Totango

MARCH 29, 2022

Paired with HubSpot’s powerful CRM, Totango allows small-to-midsize companies across a range of industries to better manage customer communications. How Mapping Customer Journeys with Data Helps Marketing + Sales Teams . 3 Ways to Use Totango and HubSpot to Streamline Customer Data Management and Create a Better Customer Journey.

Customer Engagement 101

Customer Engagement Engagement Effort Score Customer Journeys 101

Brandwatch CX

JANUARY 1, 2020

News of a discount could up sales. They’re the kind of insights that our clients have detailed in these case studies about their use of Brandwatch. All important metrics for assessing a campaign’s success. You can see some of our full case studies here. All you needed to do was get some context to a trend.

Social Media 124

Social Media B2C Case Study Analysis 124

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Kayako

DECEMBER 31, 2015

A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The 9 Help Desk Metrics that Should Guide Your Customer Support , by Micah Bennett. Now onto the best of 2015! by Sarah Chambers.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72