Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. Think about it.

ROI 45

ROI Social Media Airlines Customer Service 45

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. That is what customers reward. ” 3. .

ROI 48

ROI Effort Score Customer Journeys B2B 48

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 40

ROI Report Self Service Customer Service 40

NetBase

AUGUST 1, 2019

Is your brand doing everything it should be to capture the EMEA market? Our 2019 EMEA Social Media Market Survey Report answers that question, and more. It presents findings from a comprehensive survey of 588 senior EMEA marketers, sharing what they’re doing to get and stay ahead of competitors, and how you can do the same.

Social Media 53

Social Media Report Survey Marketing 53

NetBase

AUGUST 17, 2020

Many marketers are relying on advanced social media analytics intel combined with powerful social media listening capabilities to inform strategy. We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Global Marketers Share Social Media Analytics Understanding. Manage customer care.

Social Media 56

Social Media Survey Marketing Analytics 56

BlueOcean

JULY 16, 2019

One that can wow your customers while simultaneously delivering an unparalleled ROI? That means greater buying power when your outsourced customer care team is located in Canada. You’ll access a deeper labor market. That means a more highly educated labor market and more qualified candidates to choose from.

Contact Center 174

Contact Center Sports Culture ROI 174

Vonage

APRIL 25, 2019

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback.

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

ClearAction

JANUARY 28, 2015

Exploring the Elusive ROI of Customer Experience Management. Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one. Most likely, yes.

ROI 48

ROI Customer Experience Management Customer Experience Management 48

BlueOcean

OCTOBER 23, 2019

In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Expensive Labor Market. Deeper Labor Market. The More Affordable Alternative.

Customer Service 136

Customer Service Contact Center Transportation Customer Care 136

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. In this session learn how HP, ALEX AND ANI and Honeywell not only provide exceptional service to their customers through social channels, but how they capitalize on these interactions as a marketing opportunity. Speakers: Jessica Woodbury, Sr.

Customer Care 40

Customer Care Social Media Connections Marketing 40

NetBase

FEBRUARY 18, 2019

If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start! Why are influencers the most powerful marketing tactic at your disposal? Yes, influence can – and does – offer jaw-dropping ROI for brands when done correctly.

eBook 55

eBook Marketing Comparison Analysis 55

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

Comm100

DECEMBER 14, 2017

Customer experience involves many facets including customers, employees, organizational culture and so forth. The best way is to ask important questions that will fall into three categories: customers, your market, and your product. Is it possible to spend more time with customers? Customer Experience Metrics.

Strategy 230

Strategy Customer Experience How To Effort Score 230

NetBase

OCTOBER 8, 2019

Every brand could stand to do better on social – and not just from a social marketing standpoint. Our latest report helps brands Identify Your Social Media Maturity & Advance Your Social Marketing – and we have a preview of its findings below! The socially sophisticated operators are social marketing ninjas.

Social Media 57

Social Media Marketing Report Brands 57

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. However, only focusing on the care side of engagement would be a rather significant misstep. Marketing in new channels to draw in new customers is a delicate dance. For customer Care, it’s quite simple.

Hospitality 52

Hospitality Brands Travel Airlines 52

NetBase

FEBRUARY 18, 2019

If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start! Why are influencers the most powerful marketing tactic at your disposal? Yes, influence can – and does – offer jaw-dropping ROI for brands when done correctly.

Marketing 40

Marketing eBook Comparison Analysis 40

Conversocial

MARCH 26, 2021

It’s never quite that simple though, there are always improvements that can be made to achieve the perfect balance of excellent ROI, low CPL and high sign-up rate. In a lot of digital marketing, brands are stuck trying to find and target the ideal leads until they can get an email address, phone number, or any form of contact details.

Engagement 110

Engagement Advertising ROI How To 110

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Whether you are a net winner or loser in this reset depends on your value proposition for each customer – not the general proposition you offer all customers.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Stella Connect

JUNE 15, 2017

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. If your employees are complying with brand standards 100% but your customers aren’t satisfied, what’s the problem? Mystery shopping alone can’t tell you that.

ROI 40

ROI Measurement Brands Omni-Channel 40

BlueOcean

SEPTEMBER 30, 2019

Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customer care volume. And it doesn’t take a rocket scientist to figure out that vacant space has a negative impact on ROI.

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

NICE inContact

MAY 12, 2017

Market Report and Executive Forum: How Cloud is Changing the Contact Center Market This opening double-session of the contact center track focused on how the topic of customer journey is being replaced by discussion of digital transformation. Is Cloud Contact Center the New Normal?

Contact Center 120

Contact Center Connections Conference Case Study 120

Lithium

DECEMBER 28, 2020

So how can your brand stand out in the areas your customers care about? For example, 88% of brands think they are engaging with customers at every point of need, but only 15% of customers say they regularly see brands engaging with them. Proving the ROI of customer engagement is possible. Yes, numbers.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Thank you for finding time for it.

ROI 52

ROI eBook Feedback Survey 52

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Thank you for finding time for it.

ROI 52

ROI eBook Feedback Survey 52

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. For more information on this report, you can find it here.

Social Media 40

Social Media Self Service Engagement ROI 40

Lithium

JULY 7, 2022

Ask any digital marketer, social media manager, or even the garage band blogger about increasing web traffic, and you'll hear those three sacred letters; SEO. ROI's of high SEO scores on communities. Traffic drives sales, questions, answers, and authentic customer engagement with your brand. SEO can supercharge your community.

Social Media 98

Social Media ROI Brands Sales 98

InMoment XI

NOVEMBER 2, 2021

Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. Four Ways to Prove CX ROI (and Assets That Show You How). Truly customer-centric companies can easily reach and maintain these percentages. And if that sounds familiar to you, that’s okay! Look no further! Let’s dive in!

ROI 260

ROI Customer Retention Infographics eBook 260

COPC

NOVEMBER 5, 2021

When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. Again, it’s crucial to consider why the customer is reaching out and the best channel to communicate with them. Competitive Sourcing Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Natalie Petouhof

MARCH 10, 2016

Tweet New Call Tracking For Digital Marketing – Well if you thought the only people who cared about phone calls to brand were people in the contact center, then you may be surprised by DialogTech’s new solution. However, often times those “marketing” type calls go to the contact center.

Marketing 40

Marketing Contact Center ROI Advertising 40

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Natalie Petouhof

MAY 27, 2016

Customer Experience IOT in the Automotive Industry-Upcoming. **. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • ROI of Social Customer Service- Upcoming. •

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

BlueOcean

AUGUST 7, 2018

You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. On the flip side, too few participants may not accurately represent what the market has to offer. And it doesn’t have to be a painful process. Don’t do it!

Contact Center 189

Contact Center Effort Score Culture Fashion 189

SurveySensum

MARCH 20, 2024

From launching industry-specific surveys to real-time text analysis to a closed-loop ticketing system, the tool packs a strong punch when it comes to extracting actionable insights, taking action in time, and boosting the overall customer experience while driving the CX-driven ROI. It offers email marketing automation.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Pointillist

SEPTEMBER 10, 2020

Customer journey orchestration enables enterprises to engage prospects and customers at optimal points along their journeys, in real time and through the most effective channels. Campaign automation enables a marketer to efficiently define, execute and analyze dozens or hundreds of campaigns.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

Fox Metrics

NOVEMBER 19, 2020

Imagine engaging in social media marketing without measuring any of it. Social Media analytics is fundamental to your marketing success. Social media marketing is, however, not as easy as it sounds. Like every other form of marketing, it can lead to a huge loss of resources if not done correctly.

Social Media 59

Social Media Analytics Metrics Tools 59

CSM Magazine

FEBRUARY 17, 2022

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service. About the Authors.

Trends 98

Trends Industry Customer Service Chatbots 98

Lithium

SEPTEMBER 12, 2019

So how can your brand stand out in the areas your customers care about? For example, 88% of brands think they are engaging with customers at every point of need, but only 15% of customers say they regularly see brands engaging with them. Proving the ROI of customer engagement is possible. Yes, numbers.

Engagement 40

Engagement Social Media ROI Multi-Channel 40