Ecrion

APRIL 19, 2018

The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . At a recent CX conference we attended, there was an obvious common theme of “friction.”

Communication 40

Communication Net Promoter Score Customer Journeys Effort Score 40

Beyond Philosophy

APRIL 30, 2015

New survey results from Colloquy confirms the disenchantment with loyalty programs, reporting that 54% of Americans are not satisfied with the reward offerings of their loyalty programs. In both the US (93%) and Canada (97%), respondents associate much importance with the Loyalty reward offer.

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Knowing this, it is critical that you plan your self-service options well.

Self Service 60

Self Service Exercises Analysis Call Center 60

Beyond Philosophy

MAY 20, 2015

Overall, RightNow found that 86% of consumers would spend more for a better customer experience (CEI Report, 2011, RightNow). After this positive result, 31% of consumers said they purchased more from the retailer.

Consumers 60

Consumers Self Service Study Retail 60

Beyond Philosophy

JUNE 2, 2015

The company, which is well-known for its food selection and quality (you can even custom blend your own trail mix), and for its empowered, well-trained and proactive employees, was recently named the best supermarket chain in America by Consumer Reports ; and, yes, it certainly might be the best retailer in the world.

Customer Centricity 60

Customer Centricity Retail Leadership Training 60

Beyond Philosophy

JUNE 1, 2015

Within the McKinsey report, several strategies are offered for helping businesses overcome the negatives often associated with loyalty programs. This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated. Key among these are: Integrate Loyalty Into the Full Experience.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Experience Matters

APRIL 7, 2015

The Confirmit Community Conferences held in Orlando, San Francisco, Oslo and London last year brought together industry leaders and heroes from ViaSat Inc., and Harvard Business Publishing, were honored at the conferences 2014. Insight and reporting is delivered in one place and on-demand. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ClearAction

JANUARY 14, 2015

In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Beyond Philosophy

DECEMBER 23, 2015

According to Forrester research (as recently reported by Bob Thompson), holders of the Chief Customer Officer position have rather diverse, and even fairly eclectic, backgrounds. And, it needs to be accomplished in a financially feasible and responsible way. All of this is planned and directed by the CCO. The Emerging CCO Skillset.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Beyond Philosophy

JUNE 4, 2015

article reported that Taco Bell experienced a 20% increase in the online orders when compared to in-store orders. Here is a promotional video that explains how it works: When Customers get to interact with you online on their terms, it benefits you. One of the success stories, the Inc.

Omni-Channel 60

Omni-Channel Sports Retail Video 60

Beyond Philosophy

JUNE 20, 2015

In over a decade of performance measurement, only key driver (simple regression/correlation) analysis around a single number metric were reported. The second, a B2B example, involves a major business services firm.

B2C 60

B2C B2B Metrics Analysis 60