CX Journey

JULY 5, 2016

Having a solid customer experience strategy can result in a 22% increase in lifetime value of customers. Customer experience improvements lead to increased customer satisfaction and loyalty. Not surprisingly then, only 14% are able to get ahead of their customers' changing wants and needs.

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Chattermill

MAY 12, 2019

Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. We thought we’d take a look back and put together a list of the best of the best.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Qualtrics

MARCH 19, 2020

As for relational programs, I may alter the approach and go to more of a pulse mode, asking a smaller set of targeted questions to a more targeted set of customers on a regular basis. I would focus more on what would make someone repurchase in this moment, than what the long-term data says is the largest drivers of loyalty.

Airlines 56

Airlines Metrics Effort Score Survey 56

Qualtrics

FEBRUARY 21, 2020

To understand the current state of customer experience more broadly, the Qualtrics XM Institute (XMI) conducted a large-scale consumer benchmark study that asked 10,000 U.S. We examined the quality of CX within each of the industries, as well as how customer experience affects various aspects of brand loyalty.

Banking 36

Banking Industry Customer Experience Customer Journeys 36