Stella Connect

JUNE 15, 2017

Click here to download our “Ultimate Mystery Shopping Checklist: 35 Survey Questions for Retail Brands.”). Mystery shopping employed in isolation (without the benefit of subjective data) provides only one angle on the customer experience, which leaves a lot to assume or guess. Do the standards even reflect what customers care about?

ROI 40

ROI Measurement Brands Omni-Channel 40

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. In the series, we focus on the three KPIs that have been dramatically affected by the introduction of visual engagement into customer service practices.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

NetBase

AUGUST 1, 2019

Customer care. And which provide the best ROI? Download the report to see what they think, but we will share this: The ROI portion of the conversation is where things get tricky for many marketers. Survey Report Shows C-suite Disconnect Between Social Analytics & ROI. Brand health management.

Social Media 53

Social Media Report Survey Marketing 53

NetBase

JULY 25, 2019

manage their customer care. and generate exceptional ROI. Online in general, informed by social media analytics, offers brands and agencies the ability to generate greater opportunities and ROI overall (both short and long-term savings). Social Media Analytics ROI Disconnect. monitor brand heath. respond to crises.

Social Media 65

Social Media Report Survey Marketing 65

Customer Bliss

DECEMBER 20, 2016

Like many Chief Customer Officers, Amy kept getting pulled in the direction of the customer, but needed to find her path to a formal role. At Lifesize, she was initially VP of Customer Care. That scope ultimately didn’t make sense, which is how she became the Chief Customer Success and Happiness Officer.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Download the report today to get the full story. Deep listening and insights lead the way this year.

Social Media 52

Social Media Roadmap Trends Hospitality 52

NetBase

AUGUST 17, 2020

Manage customer care. Generate exceptional ROI. Measuring and misunderstanding ROI. Be sure to download the 2020 Global Social Media Market Survey to learn more! Monitor brand heath. Respond to crises. Identify influencers. What social channels marketers view as musts. Social marketing leadership and budgets.

Social Media 56

Social Media Survey Marketing Analytics 56

NetBase

JUNE 26, 2019

The long-term ROI , of course: 113 Industries helped Ocean Spray use social analytics to find the next $100 million dollar idea. Taco Bell released an app that resulted in 7 million downloads and a 20% increase in purchases by these same users. Why so much? Britvic launched Fruit Shoot in the crowded U.S.

Social Media 56

Social Media Analytics ROI Course 56

Qualtrics

OCTOBER 23, 2019

million – which is an ROI of 633%. As we move further into an economy driven by experience, companies must actively manage key experiences for their customers and their employees. Download the Full Economic Impact Study. Download the Full Economic Impact Study. Download Now. [1-3] Driving bottom-line results.

Study 30

Study Consulting ROI Survey 30

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

NetBase

SEPTEMBER 26, 2019

Customer care savings. And in the report, we have case studies spanning a variety of verticals that demonstrate meaningful metrics and ROI in action, including: The cruise industry. This report gives advice around how to measure and communicate the full ROI impact your business is experiencing thanks to social analytics.

Analytics 40

Analytics Competitive Advantage ROI Entertainment 40

NetBase

OCTOBER 8, 2019

Basic social media metrics are on their radar, but connecting the dots between strategy, implementation and ROI is not happening. Socially awake organizations are in tune with protecting brand health , managing customer care and capturing all the data on all the things. Be sure to download the report to check them out!

Social Media 57

Social Media Marketing Report Brands 57

NetBase

DECEMBER 3, 2019

We’ll share a high-level summary below, but be sure to download the report to really dig in. Keeping pace in a few, very fixable, ways would make a huge difference to their long-term ROI. Those ways include: Understanding every part of the customer journey. Qualify and act on customer leads.

Report 52

Report Analytics Entertainment Survey 52

CustomerSuccessBox

APRIL 19, 2022

This enables marketers to rise above opens and clicks and connect campaign performance to customer experience goals and business objectives such as revenue, cost, and retention. Customer Care and Customer Service Team. Scaling success within Customer care and service effort is a nerve-wracking deal.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

GetFeedback

MAY 2, 2019

It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX. Image via Kapiche.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

Lumoa

MARCH 12, 2023

Improving your customer experience always pays off for your business. Most companies have a good gut feeling about the top issues customers care about, but it’s hard to quantify and prioritize those issues. A CX platform offers: Improved customer engagement. That’s why a CX platform can make all the difference.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Comm100

SEPTEMBER 6, 2022

But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of? Agents taking care of a high number of chats per month is not a problem, unless it impacts on the quality of customer care. Live Chat Benchmark Report 2022. Click here.

Guidelines 223

Guidelines Customer Satisfaction Report Average Handle Time 223

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Download Now. Fast, accurate and easy.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

SmartKarrot

MAY 27, 2020

If it is a B2C then you would expect a higher volume of downloads along with a high churn rate. Let’s look at some of the common reasons for SaaS customer cancel. Fail to get ROI. After the initial purchase, there are chances that the customer is not able to drive value out of your product. The reasons could be many.

B2C 10

B2C Customers ROI Strategy 10

Comm100

DECEMBER 11, 2017

Live chat is especially popular among online retailers who don’t want to let customers slip away if they’re the least bit interested. Some providers allow co-browsing, where the customer care agent takes temporary control over the user’s browser and provides technical troubleshooting or directs them to pages where they will find resources.

Customer Experience 118

Customer Experience Social Media Self Service Multi-Channel 118

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. Download Training Brochure.

Customer Centricity 136

Customer Centricity Measurement How To Customer Satisfaction 136

Magellan Solutions

JUNE 1, 2021

Numbers Behind Non-voice Customer Care Outsource. To say it simply, businesses see it only as a background service or fallback option support to customers. . And as expected, Facebook is the most downloaded application on iPhones, Blackberrys, and phones running Windows Mobile. The research notes that: .

Customer Service 52

Customer Service Social Media Call Center Chatbots 52

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. Are your customers happy?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Brandwatch CX

FEBRUARY 3, 2019

You can understand which type of content works best, and it has a calculator to work out the ROI of your Facebook marketing. Reports are customizable and can be downloaded as a 20 slide powerpoint presentation. You can download reports of your data in various formats. You can see a breakdown of paid, organic and viral reach.

Analytics 87

Analytics Tools Social Media Analysis 87

Ecrion

OCTOBER 29, 2019

With a CCM solution, you make yourself widely available to your customers on terms that are convenient to them. This level of transparency sets you apart and makes it so that you stand out in terms of customer care. You add longevity to your services whenever you allow for open communication between you and your customers.

Return on Investment 52

Return on Investment e-support Software Communication 52

NetBase

APRIL 5, 2019

It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. What metrics indicate success or failure?

Social Media 99

Social Media Analytics Tools Marketing 99

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Show podcast and a regular contributor to Forbes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

NetBase

APRIL 5, 2019

It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. What metrics indicate success or failure?

Social Media 85

Social Media Analytics Tools Marketing 85

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Show podcast and a regular contributor to Forbes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Stella Connect

OCTOBER 13, 2017

This week, we’ve put together a brief guide to the top five customer data collection methods. We’ll explain the unique purpose and value of each, and what you need to keep in mind to maximize ROI. Top Methods Brands Use to Measure Customer Experience. Customer Intercepts.

Measurement 51

Measurement Customer Experience Net Promoter Score NPS 51

C3Centricity

SEPTEMBER 3, 2018

My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Adding value to a company also increases the ROI of its marketing investments. Luckily, what’s good for the customer is good for business. By your customer care, that’s how.

Customer Centricity 168

Customer Centricity How To Customer Satisfaction Social Media 168

Comm100

FEBRUARY 5, 2018

Social media software also helps companies track how customers are engaging with their brand, which yields the following insights: Follower growth. How different campaigns are performing with customers (the ROI of paid vs unpaid campaigns). Mobile marketing (sending in-app messages and push notifications to customers).

Social Media 124

Social Media CRM Self Service Software 124