Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

Alida

JANUARY 16, 2018

Adopting a relationship-based approach to customer intelligence gathering delivers substantial value and ROI. . The report shows how forward-thinking research teams from global brands now use insight communities to build customer relationships and deliver agile insight to key stakeholders in the company. For example: 10.

ROI 100

ROI Analysis Customer Centricity Report 100

Peter Lavers

JULY 7, 2021

Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. How can loyalty programmes better factor in and recognise length of customer tenure into their rewards and benefits? You can listen to the webinar by clicking here.

Loyalty 52

Loyalty ROI Culture Data 52

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Lumoa

APRIL 18, 2023

And customer-centric companies have been using surveys to understand customer needs for even longer than that. Surveys are great tools because collecting Voice of Customer feedback is a vital part of understanding your customers better.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Embracing the emotional parts of the Customer Experience right from the start. Most businesses focus on the internal operations of the experience rather than looking at it from the Customer’s perspective. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM Conference 74

Alida

JUNE 15, 2018

But companies that are more customer centric have a different view of UX. In these organizations, UX design is seen as an integral part of the overall customer experience. In a recent webinar , Marcus shared his thoughts on elevating the role of UX teams and the biggest trends shaping the industry. Do your research.

Tips 166

Tips User Experience ROI Trends 166

CSM Magazine

MAY 16, 2023

It’s a low-cost, high-value ‘try before you buy’ option which offers great insights and significant ROI.” ” The launch of Sabio Group’s Interaction Analytics solution aligns with the company’s ongoing commitment to innovation and customer-centric offerings.

Groups 52

Groups Analytics Interaction Consulting 52

Strativity

MAY 10, 2023

To kick-off the strengthened partnership, Material and Acquia will co-host a webinar on Thursday, June 8 to discuss recent work that has enabled clients to achieve improved brand consistency and campaign efficiency, ultimately leading to a higher ROI. Learn more at www.materialplus.io.

Technology 52

Technology Marketing ROI Customer Centricity 52

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. Your customer engagement strategy should acknowledge how enterprise growth ties to customer growth.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Voice of the Customer (VoC) educational video .

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. For example, the Secure Customer Index combines likely to recommend + likely to rebuy + overall satisfaction. Indexes are useful in quantifying XM ROI when you use them for correlation analysis. XM annuities generate massive ROI.

Metrics 62

Metrics Management Effort Score ROI 62

Feedbackly

OCTOBER 30, 2023

A CX program is a strategic initiative centered on placing the customer at the heart of all business operations. It involves the planning, designing, and execution of a customer-centric framework tailored to your brand. Nowadays, it has become significantly easier to link your CX data with transactional data (e.g.

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

Zeisler Consulting

OCTOBER 29, 2020

That’s a common question often used to kick off conversations on many webinars and conference chats. But the more I found the answer to be “within the Customer Support organization,” the more puzzled I became: Isn’t the goal of CX, to a degree at least, to drive support out of business? Where is your CX function located?

ROI 81

ROI Feedback Customers Groups 81

Hello Customer

SEPTEMBER 17, 2020

Last week we kicked off our brand-new webinar series. Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. How do you stay customer-centric and how can you keep that human touch?”. What’s up next?

Customer Centricity 52

Customer Centricity Feedback Banking ROI 52

Hello Customer

SEPTEMBER 17, 2020

Last week we kicked off our brand-new webinar series. Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. How do you stay customer-centric and how can you keep that human touch?”. Lumi by Pampers.

Customer Centricity 52

Customer Centricity Feedback Banking ROI 52

CX University

OCTOBER 30, 2017

He will be featured in a November 15th webinar, Show me the numbers! The new consulting services are divided into two types: CX Return on Investment Measure and the Customer-Centric Business Intelligence (BI) System. Watch the clip below for a preview of the webinar: Media contact: Kelsey Poe. Chief Marketing Officer.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Clarivate

JANUARY 29, 2019

We’ve recorded over 75 videos and webinars over the last three and a half years here at CustomersFirst Now. These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

CX Journey

MAY 3, 2016

Through events, webinars, member calls, community forums, mentor-mentee relationships, and experts, there's no shortage of opportunities to learn from peers. Two years ago, the Association launched its own certification program, the CCXP, i.e., Certified Customer Experience Professional. Again, the association is member-driven.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Totango

FEBRUARY 14, 2020

Both teams contribute to customer loyalty , brand awareness, and customer-centric growth. Customer Success is your direct line to the voice of your customer (VOC). CS teams, meanwhile, can benefit from events that would help customers, such as webinars, meet-ups, and industry events.

Customer Success 98

Customer Success Marketing Case Study Study 98

Alida

JUNE 27, 2016

Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. How Allure uses member feedback to improve products and strengthen advertising partnerships [customer story].

Software 145

Software How To Exercises Feedback 145

Hello Customer

JANUARY 27, 2021

And moving forward, how can you do customer experience on a limited budget and put it back on your company’s strategic agenda? Here are some key takeaways from our latest webinar session. Make the customer your common goal. Customers expect end-to-end service and there are several communication channels to manage.

Customer Experience 98

Customer Experience eBook ROI Customer Journeys 98

CustomerSuccessBox

APRIL 6, 2022

An aha moment can result in a client referral, account renewal, or even an unprompted endorsement from a customer’s CEO. Creating aha moments for customers is more than a customer success manager’s job description (CSM). It’s all part of a company’s customer-centric culture and dedication to quality.

Customer Success 52

Customer Success How To Conference Customers 52

ChurnZero

JANUARY 4, 2024

One-to-many customer enablement allows customer success managers to do more by leveraging their expertise as strategic business advisors. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.” ” What role will AI and new technologies play in customer success in 2024?

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

NobelBiz

NOVEMBER 20, 2023

Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication. Regular webinars and training materials can be instrumental in helping your team maximize the use of the new system​.

System 103

System Communication Contact Center Self Service 103

inmoment

AUGUST 5, 2019

For brands looking to gain a competitive edge in a customer-centric, digital-first era, quality customer experience (CX) separates the companies that excel from those that fall behind. . They need to be actionable, iterative plans that evolve with customer habits and expectations. . Interested in more CX insights?

Strategy 40

Strategy How To Effort Score ROI 40

Totango

FEBRUARY 21, 2019

To thrive within this environment, you must know how to launch successful winback campaigns that re-engage your customer with your product. The process begins with fostering a nurturing, customer-centric culture within your company. Such programs can pique a customer’s interest and enforce the value of your partnership.

Examples 63

Examples Customer Success Social Media Rewards Programs 63

Innovative CX

FEBRUARY 26, 2019

Educational opportunities abound at universities like Rutgers CEM mini-MBA, online courses and webinars. If you’re a CX professional, and haven’t done so already, join over 4000 of your colleagues in the CXPA. Check out our resources, job boards and member to member sharing. What’s in a name? One final thought.

CEM 40

CEM Customer Experience Professionals Course ROI 40

Beyond Philosophy

JANUARY 12, 2015

If you want to hear me talk about the new book please join me on a webinar , which will also give a discount on the purchase. These true stories from recent headlines help us see the evolution of Customer Experience in philosophy and real-world application. Read more about the book and register for the webinar, here.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

ChurnZero

MARCH 24, 2020

One essential tenant of using hierarchy effectively should be to empower your customers and showcase the ROI they have created for their organization through using your product. Upcoming Webinar: Unpacking the Power of the Executive Business Review. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Return on Investment 60

Return on Investment Customer Success eBook Customers 60

ChurnZero

NOVEMBER 27, 2019

Furthermore, while attaching financial value to your product features isn’t always clear cut (or comfortable) , it’s an important part of the customer dialogue. By fully understanding the metrics that matter most to a customer , you’ll be best positioned to demonstrate the value and ROI of your solution. . .

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

Alida

DECEMBER 22, 2016

“Customer intelligence technologies enable organizations to collect and analyze customer feedback from multiple channels.”. What is customer intelligence? . The enterprise guide to customer intelligence [e-book]. How smart brands measure customer intelligence ROI. RELATED RESOURCES.

Trends 0

Trends Social Media Advertising e-support 0

Totango

SEPTEMBER 4, 2020

You should reach a point where every customer touch has an impact and is an extension of your brand identity. Every engagement should be geared toward helping the customer achieve immediate milestones so that they can get maximum value and ROI from your product. Embracing a digital solution does not happen overnight.

Customer Success 63

Customer Success Effort Score Communication Customer relationships 63

ChurnZero

AUGUST 30, 2019

Upcoming Webinar. How to Build Effective Customer Success Plans Wednesday, September 11, 2019 2:00 – 3:00 PM EDT. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. Customer Success Around the Web.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Second to None

MAY 8, 2018

No other marketing tactic comes close to matching this ROI. Emphasizing the customer journey is key to planning an email marketing strategy that yields similar results. There’s a lot of distracting content online, and sustaining a customer’s attention long enough that they make a purchase is difficult.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

Amity

MARCH 31, 2016

So how exactly is a portfolio of customers like a portfolio of stocks and bonds? Well, take a moment and imagine you want to calculate the return on investment (ROI) for your personal portfolio for the last year. ROI is simply the ratio of your profits for that period divided by the cost of your investments.

Measurement 48

Measurement Return on Investment ROI Financial 48