Lithium

JUNE 27, 2022

It’s possible that it’s been a recent challenge to understand how your brand could fit into this social engagement circus. Now the question has become, how do we keep up, and what makes TikTok analytics different from the “older” and more “traditional” forms of social engagement? A high view count no longer ensures positive engagement.

Analytics 52

Analytics Engagement Social Media Video 52

Experience Investigators by 360Connext

JANUARY 28, 2020

According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. If you look after your staff, they’ll look after your customers. Happy employees lead to happy customers.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Yes, they cost a lot.

Self Service 207

Self Service Innovation Analytics Transportation 207

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends. Published on: June 24, 2016.

ROI 50

ROI Self Service Customer Experience Airlines 50

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Addressing one at a time can help you save one customer at a time from defecting to your competition. 2) Macro Customer Experience Action.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. Number of interactions and engagement. The problem is, many B2B community managers are unsure about how to get started.

ROI 61

ROI B2B Roadmap Metrics 61

SmartMessage Blog

NOVEMBER 22, 2020

We call this accelerated shift to digital engagement due to the pandemic: The Pandemic Effect. As we no longer speak of just consumer experience but rather Digital Experience (or DX), Banks are bound to offer an effective digital engagement to deliver the best experience. This has been indeed largely the case for the BFSI industry.

Banking 52

Banking Engagement Omni-Channel Chatbots 52

Experience Investigators by 360Connext

OCTOBER 2, 2014

Even during the recession years of 2007-2012, customer experience leaders averaged double-digit gain in stock performance , besting customer experience laggards by an impressive margin, according to The Watermark Consulting Customer Experience ROI Study. These are free events, so please come and join us! Register here.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Michelli Experience

JULY 25, 2017

In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. While consulting at Mercedes-Benz, I watched this willingness to verbally commit to a course of action build incredible trust with employees and dealer partners.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. It would help chart the course for the org’s competitive advantage.

Engagement 48

Engagement Customer Experience Employee Engagement Culture 48

ShepHyken

JANUARY 28, 2024

What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney’s desire paths, and how they can be adopted to enhance the customer journey and experience. Consider these results from companies in the top quartile of the CX index.

Customer Service 66

Customer Service Customer Journeys Trends Study 66

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. It has been our experience that customers estimate how much value they can earn from a loyalty program before deciding to join. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Optimove

JUNE 15, 2023

Or a hell-bent on ensuring your customers are continually engaged – aka ‘scheduled’ SMS marketer? If your KPIs are all about engagement, retention, and maximizing ROI (and let’s face it, whose aren’t? These campaigns offer consistency and reach, allowing you to proactively engage with your audience regularly.

Marketing 52

Marketing How To Return on Investment e-support 52

Lithium

JUNE 11, 2019

Please see below for the full course descriptions and other important details. Description: This course introduces users to the Community Admin—the control center for configuring the primary settings and performing ongoing administration. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Please see below for the full course descriptions and other important details. Description: This course introduces users to the Community Admin—the control center for configuring the primary settings and performing ongoing administration. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Please see below for the full course descriptions and other important details. Description: This course introduces users to the Community Admin—the control center for configuring the primary settings and performing ongoing administration. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot.

Social Media 40

Social Media Case Study ROI Course 40

CustomerSuccessBox

JUNE 17, 2022

Product analytics is the process of evaluating how your customers or users engage with your product. This enables your product team to identify and track engagement data and optimize the product. It, ultimately, helps customer success managers to drive product adoption among the users. Track and Measure Metrics and KPIs.

Analytics 52

Analytics Customer Journeys Analysis Metrics 52

Integrate.ai

APRIL 1, 2020

Customer analytics technology enables companies to turn customer data into meaningful insights about how consumers engage with a brand. Armed with that information, you can deliver timely and relevant offers to your prospects and customers, thus better meeting their needs while also winning more business.

Analytics 52

Analytics Technology ROI Consumers 52

Totango

OCTOBER 2, 2020

During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business. Maintaining strong customer relationships is the key to the long term success of both your customers and your organization. Target Audiences with Accuracy.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) as the Engagement-Profit Chain, which looks like this. as the Engagement-Profit Chain, which looks like this.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Lithium

SEPTEMBER 7, 2021

If you are a customer and unable to access anything, email us at communityhelp@khoros.com, and we’ll help. Time to start seeing actual ROI on your promoted posts. We’ve organized these videos into themed courses that you can watch in any order you want. Don't forget Khoros Engage is this month! Engaging Atlas Discussions.

Social Media 52

Social Media Metrics Video ROI 52

CustomerSuccessBox

JUNE 20, 2022

Customer Success tools come with features where you get segment-specific real-time account health so that you can act proactively upon risk signals and never let the churn surprise you! A Customer Success software monitors product usage and engagement level to identify the upsell signals.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

DemandJump

NOVEMBER 4, 2020

Marketing strategies are all about customer engagement, plain and simple. But if marketing is intended to merge these two lanes - your business identity and potential customers - what’s the best way to determine if the process was successful? But in an even larger sense, MMM can help your marketing team define ROI.

Marketing 96

Marketing Return on Investment Advertising Analysis 96

Gainsight

SEPTEMBER 8, 2020

Create customer segments based on strategic opportunities such as company size, the way a customer consumes products and tools today, and how they might use them in the future. . Design a comprehensive customer journey focused on goals, adoption, and advocacy. . Engagement. Journey Orchestrator. Gainsight PX.

Knowledge Base 52

Knowledge Base Customer Success Customer Journeys Survey 52

Eptica

MAY 25, 2016

What is changing is the importance of digital channels, and the impact that this transformation is having on how companies interact with customers on an ongoing basis. Firstly, there are challenges around justifying investment – demonstrating Return on Investment (ROI), finding budget and gaining board level buy-in.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

CloudCherry

AUGUST 9, 2018

A well designed customer journey map and steady feedback stream will provide many data points on potential changes that may improve the customers’ experience, but identifying which changes can influence long-term success is what really matters in the end.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

Gainsight

JULY 5, 2022

The return on investment (ROI) of CS is clearly seen and justifies bringing in CS operations to make it more seamless, prescriptive, and proactive. A CS ops leader must have the above abilities, especially a complete understanding of the customer journey and the experience your company needs them to have.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

Currency Alliance

FEBRUARY 26, 2021

The customer agrees to share their data, and to receive marketing in exchange for better experiences and value. Of course the nature of value evolves over time – as customers set higher expectations and brands become more sophisticated. The brands shown in the video below are famous for their customer experience – good or bad.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

CustomerSuccessBox

MARCH 25, 2022

It is the cost spent on retaining the existing customers to continue to make repeat purchases. Here they are; Customer Marketing Professional Services Customer Engagement Customer Adoption Account Management Customer Training Customer Success Teams Technologies. Acquired number of customers.

Customer Retention 52

Customer Retention Metrics Customers Comparison 52

Gainsight

MARCH 15, 2023

With economic uncertainty in the air, SaaS and Customer Success teams want to be more efficient and build durable businesses that withstand the market. With a digital-led approach, of course. Be Sympathetic and Proactive With Engagement JH : This is the fourth economic downturn I’ve experienced in software.

Strategy 52

Strategy Self Service Trends Case Study 52

CustomerSuccessBox

JULY 26, 2022

You must first identify the type of bottleneck in order to determine the best course of action for resolving it. Do I require increased customer visibility? Is it possible for me to demonstrate ROI in order to justify my staffing and budget? You can try our Customer Success training courses to advance your knowledge.

Customer Success 52

Customer Success Metrics Feedback Measurement 52

SurveySparrow

JANUARY 21, 2022

Of course, the scale value will alter based on your set dimensions. Of course, the quality of collected data should be high for these maps to tell the right story, but look at the ROI it’s giving to the marketing team. #3. Improving Customer Engagement. Your customer support team also needs support!

Examples 52

Examples How To Survey Brands 52

ChurnZero

JANUARY 4, 2024

. “As growth rates slowed in 2022 and 2023, there was a lot of pressure on SaaS businesses to double down on their customer bases, but many companies weren’t prepared to execute thoughtful strategies that require buy-in from multiple departments. Instead, educate and enable customers with a one-to-many approach.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Currency Alliance

OCTOBER 12, 2020

This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged. The way brands engage with customers will change dramatically in the next 2-3 years.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Currency Alliance

JUNE 1, 2020

In the UK, the John Lewis Partnership, which operates Waitrose supermarkets, reports that customers are spending more on comfort food, alcohol and world cuisine[i]. Of course, after decades of increasingly easy and affordable travel, no consumer’s ambitions will stop with an ice-cream cone. to keep entertained and occupied.”[ii].

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72