Interactions

JUNE 13, 2019

However, with the right technology, ROI and cost efficiencies can be just as transformational as an IVAs impact on customer care. The companies that use IVAs report 2.2 The reason that IVAs can deliver these powerful results is because they answer to exactly what customers want.

ROI 63

ROI Contact Center Chatbots Survey 63

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. As we reveal in the report, misunderstanding market needs is the reason why 42% of businesses fail. manage their customer care. and generate exceptional ROI.

Social Media 65

Social Media Report Survey Marketing 65

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? But the revenue impact of customer satisfaction can and must be measured.

ROI 59

ROI Customer Experience Self Service How To 59

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. And those counting savvy marketers among their numbers have a head start, as revealed in our EMEA survey report! Customer care. We have a robust sample size sharing insight in this survey report. And which provide the best ROI?

Social Media 53

Social Media Report Survey Marketing 53

NetBase

DECEMBER 3, 2019

Why are very obvious customer needs and wants left unmet in many categories? The 2019 Consumer Experience Analytics Report: EMEA has answers! 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.

Report 52

Report Analytics Entertainment Survey 52

Vonage

APRIL 25, 2019

Reporting is important to demonstrate operational efficiency and success, but we can’t be guaranteed that the right people are reading the reports. In order to actually solve recurring customer issues, companies need to dig deeper to find the underlying causes and fix them.

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. Customer care extends far beyond the traditional call center. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Here are the radical changes I believe will be VoC of the future: (1) Let customers and employees give you feedback anytime , anywhere, any way. 5) Empower yourself.

ROI 54

ROI Feedback Survey Financial 54

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. Cost Factors in Major Urban Centers . The Cost of Contact Centers in Major Urban Centers.

Customer Service 136

Customer Service Contact Center Transportation Customer Care 136

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.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

BlueOcean

DECEMBER 13, 2022

In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program. Furthermore, a McKinsey report revealed that brands with top-performing loyalty programs earn a 15 to 25 percent bump in revenue thanks to their loyal customers, who are either buying more or buying more often (or both).

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. To further ensure a positive customer experience, quality scores represent 50 percent of each agent’s individual performance scorecard.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

SurveySensum

MARCH 20, 2024

With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace. Now, understand the importance of creating a positive customer experience for your customers.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Kayako

OCTOBER 25, 2017

Deliver live chat incorrectly and you will put customers off using your business: . 83% of consumers report they’ve given up on a live chat session due to frustration. Our study shows that live chat is the preferred method of support for customers but the user experience is often handled incorrectly.

User Experience 211

User Experience Consumers Study Wait Times 211

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

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

Natalie Petouhof

APRIL 6, 2016

Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now play key roles in digital transformation strategy. However, leaders often stigmatize customer service or customer care as a cost center.

Self Service 40

Self Service Report Company Social Media 40

ShepHyken

JANUARY 28, 2024

That means organizations increasingly have to justify spending and show a clear path to ROI to protect their investments. My Comment: After all the research that has come out about customer experience and service being as important as the products companies sell, it surprises me that some organizations still feel CX is a discretionary spend.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

Natalie Petouhof

APRIL 26, 2016

What’s interesting – and if you follow me, you know I am an ROI gal – is that GM was able to trace their social interactions to actual car sales. For more information on this report, you can find it here. And that’s really where the rubber meets the road.

Social Media 40

Social Media Self Service Engagement ROI 40

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. Many of the sessions in the contact center track explicitly addressed cloud applications.

Contact Center 120

Contact Center Connections Conference Case Study 120

Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. So, let me share some insights into some recent customer service journey experiences I’ve had with organizations where AI and the cultural/people integration are being (or not) applied. I tried that to no avail.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

NetBase

AUGUST 17, 2020

We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Manage customer care. Generate exceptional ROI. We expand on each in the report and reveal how peer organizations view social media analytics overall, including: How social media analytics keeps markets moving forward.

Social Media 56

Social Media Survey Marketing Analytics 56

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

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. Search online for vendors and assess their websites for culture fit, suite of services and solutions, and self-reported strengths.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

TechSee

DECEMBER 4, 2018

Both highly successful, with Vodafone UK reporting that the TechSee implementation resulted in a 12% improvement in FCR and a 68% improvement in customer satisfaction. They report feeling empowered to help customers, especially in situations where the issue is complicated to describe or when there is a language barrier.

Innovation 95

Innovation Self Service Telecommunications Customer Satisfaction 95

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

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

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. YouTube reports an increase in product unboxing video views by 57% in one year, and an increase in uploads by more than 50%. Customer Service KPI #2 – FCR (First Contact Resolution).

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Natalie Petouhof

SEPTEMBER 1, 2016

Webinar: ROI of Social Customer Car e Sept 6th @clarabridge [link] #custserv #CX. Here’s the report: [link] ). *. Think ROI of Social #custserv can’t be calculated? Here’s the report: [link] ). *. check out the report on how to make #CX the best in the biz [link] ). *. Think again!

ROI 40

ROI Report How To Management 40

Magellan Solutions

OCTOBER 18, 2016

“It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013. In the same report, 49% of the respondents recognized that they achieved better ROI by investing in relationship over acquisition marketing. Need help in upgrading your customer care?

Customer Base 40

Customer Base Social Media ROI Customer Retention 40

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

NetBase

SEPTEMBER 26, 2019

Our latest report, Making the Business Case for Social Analytics , answers these questions and more. 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. Brand health protection value.

Analytics 40

Analytics Competitive Advantage ROI Entertainment 40

Gainsight

MARCH 21, 2019

In fact, a great customer experience can mask underlying risk. We think about it like this: On the two-by-two, the x-axis is outcomes, or you could call it ROI or business value realization—is the customer achieving their desired outcome with your product or service? The y-axis is experience—does the customer like you?

ROI 78

ROI Return on Investment Customers Customer Success 78

Fox Metrics

NOVEMBER 19, 2020

These data, which are often unstructured, contains excellent insight that can help you properly understand customer behavior and optimize your social media campaigns and landing pages. It involves collecting, analyzing, and reporting based on the metrics from social media accounts. Measure ROI and Your Marketing Impacts.

Social Media 59

Social Media Analytics Metrics Tools 59

NetBase

JUNE 26, 2019

As we’ll be sharing in our upcoming Global Social Media Analytics Report , brands are directing quite a bit of budget toward their analytics tools these days – and for good reason. The long-term ROI , of course: 113 Industries helped Ocean Spray use social analytics to find the next $100 million dollar idea. Why so much?

Social Media 56

Social Media Analytics ROI Course 56

NetBase

OCTOBER 8, 2019

Our latest report helps brands Identify Your Social Media Maturity & Advance Your Social Marketing – and we have a preview of its findings below! As we note in the report, with hundreds of new businesses being created daily on a global scale, everything matters. You’ll see what we mean by that in the report.).

Social Media 57

Social Media Marketing Report Brands 57