delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one. Let’s dive in!

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

SurveySparrow

JULY 17, 2019

“The customer experience is the next competitive battleground.” – Jerry Gregoire. How prepared are you for this new battleground of customer experience? Every company of every industry pledges its primary focus to be on customer experience. Were you able to improve customer experience?

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one. Let’s dive in!

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. One of the businesses was transactional and the other was subscription based. Customer Satisfaction results in a higher share price. So, the debate continues.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

BirdEye

SEPTEMBER 18, 2020

Does your business prioritize the customer experience? Statistics show that while 80% of businesses believe they offer superior customer experiences, only 8% of customers believe they receive one. Personalized customer experiences are how businesses can bridge the gap. What’s missing?

Customer Experience 111

Customer Experience Management Touchpoint ROI 111

BirdEye

SEPTEMBER 18, 2020

Does your business prioritize the customer experience? Statistics show that while 80% of businesses believe they offer superior customer experiences, only 8% of customers believe they receive one. The gap is in the strategies needed to create personalized experiences and their ability to execute.

Customer Experience 97

Customer Experience Management Touchpoint ROI 97

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. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. What is a value chain? That is mutual value creation.

ROI 48

ROI Effort Score Customer Journeys B2B 48

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. This makes you a loyal customer.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. This should be the first place to execute your customer experience improvement program.

Customer Experience 117

Customer Experience Social Media Self Service Multi-Channel 117

SurveySparrow

MARCH 21, 2023

The relationship between customers and businesses is greatly influenced by the kind of experience you offer them. This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. The room for error is low.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Let’s take a look at 5 ways to accelerate results that your customers and investors will both reward: Customer Service — resolve to prevent recurrence of issues.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience Leadership Analysis 83

BirdEye

JANUARY 12, 2024

Knowing your customers on a personal level isn’t just a perk of running a local business; it’s your superpower. By showcasing local landmarks, participating in local events, or highlighting customer stories within the community, you foster engagement and build a sense of belonging among your audience. Let AI do the work.

Social Media 108

Social Media Marketing Advertising Trends 108

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Here are highlights to accelerate and maintain your success: Customer Experience Strategy.

Strategy 48

Strategy Customer Experience ROI Sports 48

Clarabridge

MARCH 21, 2017

And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What is the right customer experience data to measure? Focus on high volume sources to demonstrate ROI. And at the same time, they should improve customer satisfaction.

Omni-Channel 61

Omni-Channel CEM Data Customer Experience 61

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Here’s why: CXM Status Quo.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BirdEye

FEBRUARY 27, 2024

Whether you’re looking to boost brand awareness, fuel customer engagement, or turbocharge car sales , this blog post is the ultimate guide for your dealership brand to succeed in 2024. Investing in advertising campaigns helps car dealerships: Boost brand awareness for their dealership group so customers choose them over their competitors.

Advertising 63

Advertising Automotive Social Media Multi-Channel 63

CloudCherry

DECEMBER 1, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms. Put the survey down.

CEM 186

CEM CRM ROI Survey 186

BirdEye

APRIL 11, 2023

It usually takes into account factors such as marketing objectives, financial constraints, competitive analysis, and customer needs. Investors are typically interested in customer acquisition costs and profit margins. Outline the research Offer a thorough analysis of your target customers, industry, and competition.

Examples 98

Examples Strategy Analysis ROI 98

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Prompts them to share their awesome experience with your brand on public platforms.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

CloudCherry

NOVEMBER 13, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms. Put the survey down.

CEM 170

CEM CRM ROI Survey 170

ClearAction

AUGUST 3, 2015

Are You a Customer Experience Action Hero? Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes? So de-silo the action in your customer experience efforts!

Customer Experience 48

Customer Experience Effort Score Customer Experience Management Sports 48

BirdEye

NOVEMBER 3, 2020

Customer Experience (CX) Marketing and Customer Experience Management operate in silos: both organizationally and technologically. In today’s competitive marketplace, it is easy to lose customers if they do not connect with a brand. Fragmented teams create fragmented experiences for customers.

Customer Centricity 98

Customer Centricity Data How To Net Promoter Score 98

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately. “The Communicate Often and Clearly.

Case Study 142

Case Study Employee Engagement Study Engagement 142

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

delighted

OCTOBER 4, 2019

Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to new audiences and prospects. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites. 86% of consumers are willing to pay more for a better customer experience.

Customer Experience 40

Customer Experience Marketing Self Service Effort Score 40

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Popularity of Customer Experience. For good reason too.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

CloudCherry

AUGUST 30, 2018

Every customer experience team wants to improve their bottom line, but it’s usually one of the hardest things to make an impact on. With limited time and resources to dedicate to improving the customer experience, organizations often have to make difficult decisions about what to prioritize.

Strategy 150

Strategy NPS Analytics Analysis 150

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A

Management 69

Management Customer Experience Management Financial ROI 69

BirdEye

APRIL 20, 2023

Local lead generation is a great way to reach potential customers in your area and increase your revenue. Smaller businesses work to generate local leads using tactics that will attract customers located within close proximity. Then work to encourage customers to leave reviews. But how can you generate local leads?

Social Media 98

Social Media Multi-Channel Metrics Effort Score 98