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.

ROI 48

ROI Effort Score Customer Journeys B2B 48

Beyond Philosophy

AUGUST 16, 2016

There’s a nice metaphor here that can be applied to the development and execution of customer experience management programs, particularly the elements that are dependent upon skilled, user-friendly data development and management. Think of customer experience results as the cornbread.

Customer Experience Management 60

Customer Experience Management Customer Experience Management Consulting 60

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. So, the debate continues.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Seaton CX

DECEMBER 6, 2022

Nobody questions the ROI of Human Resources or Sales—they’re accepted as necessary parts of the business. You’re always battling ignorance and skepticism about the value of customer experience management. She’s already developed an action plan, which she will present today like a boss. But CX is not so pedestrian.

Leadership 75

Leadership Conference ROI Meeting 75

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Look inside at CLV to determine ROI. Start with the facts.

Leadership 70

Leadership ROI CEM How To 70

BirdEye

DECEMBER 18, 2020

The weather’s getting colder, the decorations are up, and our presents came early. For the 12th consecutive quarter, G2 has named Birdeye a leader in customer experience management. Best Est. ROI- Overall. Best Est. ROI- Mid Market. Best Est. ROI- SMB. Momentum Leader- Overall. Best Results- Overall.

Customer Experience 72

Customer Experience ROI Meeting Chatbots 72

ClearAction

OCTOBER 25, 2022

What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors. How can customer experience management achieve this? Apply: how managers apply CX insights indicates your Align CXM and Embed CXM maturity levels.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

BirdEye

NOVEMBER 21, 2022

Measure your ROI – Social media analytics can help measure the return on investment (ROI) of your social media campaigns. To help you organize and present your data findings, download our free social media reporting template. This will help you stay ahead of the curve and learn from your competition. Frequently asked questions.

Social Media 98

Social Media Analytics Multi-Channel Metrics 98

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? Take a moment to think. They think long term.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

ClearAction

FEBRUARY 27, 2017

Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit. Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

ijgolding

JUNE 30, 2015

We all know how challenging customer experience management has become these past few years. Now that most customers use a number of disjointed platforms to interact with companies, contact centres face the challenge of building and maintaining a consistent experience across multiple touch points and channels.

Multi-Channel 120

Multi-Channel Customer Experience Social Media Customer Satisfaction 120

GetFeedback

AUGUST 14, 2019

Measuring CSAT can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services. The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . Goal 2: Coach employees.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

ImprintCX Articles

JULY 17, 2023

Where CX leaders should invest in education Forrester’s CX Planning Guide 2023 report noted investments in skills training — such as data literacy, storytelling, business case/ROI modeling, journey orchestration, and survey design — as an area most likely to be approved for increases in spending.

Culture 52

Culture Conference ROI Innovation 52

ClearAction

SEPTEMBER 29, 2016

ClearAction and Marketing Future Forum help you center your business on customers, to accelerate and sustain growth. ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI.

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

ClearAction

APRIL 17, 2019

In recent decades, managers have realized that the industrial revolution distanced them from having a pulse on customer experience. Tightening ranges for competitive differentiation have brought customer experience management to the forefront of most companies’ strategic priorities today. Murphy et al.

Management 69

Management Customer Experience Management Financial ROI 69

PeopleMetrics

OCTOBER 3, 2019

You are responsible for managing the whole process as well as analyzing the data and organizing it into artifacts (usually PowerPoint decks) to present to the executive team. The CX story you tell executives must reinforce the program’s ROI. How many customers has the VoC program saved? It is a really heavy lift.

Tools 60

Tools Survey CEM ROI 60

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

ClearAction

FEBRUARY 27, 2017

Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit. Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort.

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48

Thematic

APRIL 3, 2024

Data-Driven Decision Making: Voice of the Customer insights replace guesswork, empowering you to make informed choices about marketing campaigns, pricing strategies, and operational changes that deliver measurable ROI. This lets you personalize their experience by presenting additional recommended products at optimal times.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

ClearAction

AUGUST 16, 2016

There’s really no way to separate customers, as our ultimate funders, from any other business strategy. This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). 3 Types of Customer Experience Action Essential to ROI.

Voice of Customer 48

Voice of Customer Customer Experience Sports Customer Experience Management 48

BirdEye

MARCH 29, 2024

Utilizing these networks can significantly enhance your marketing ROI by targeting a more relevant audience. By leveraging these networks, real estate professionals can enhance their online presence, connect with relevant audiences, and increase their marketing ROI.

Social Media 59

Social Media Tips Sales Advertising 59

BirdEye

MARCH 9, 2021

Experiences have taken center stage as a competitive differentiator, forcing businesses across industries to evolve and adopt a data-driven approach to growth. In fact, 53% of executives are now investing in customer data platforms. Experience Marketing is the bridge between customer-centricity and ROI.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

ClearAction

NOVEMBER 3, 2015

A consequence of skin-deep outside-in is a mis-match of customer-facing messages with the reality of processes, policies, business models and products. Mis-matches may be tolerated presently, but they do not bode well for the future. Customers' trust is eroded by inconsistency. Are You a Customer Experience Action Hero?

Customer Experience 48

Customer Experience Customer Journeys Policies ROI 48

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Compelling Action.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Customer Experience Jenga.

Strategy 48

Strategy Customer Experience How To ROI 48

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SmartKarrot

SEPTEMBER 28, 2022

Role: VP, Customer Success Location: San Francisco, CA, US (Remote) Organization: Panther As a VP of Customer Success, you will lead and mentor the Customer Success teams by investing in the people, processes, and technology. Define a comprehensive strategy that focuses on driving measurable results for the customers.

Customer Success 19

Customer Success Roadmap ROI Measurement 19

ClearAction

FEBRUARY 11, 2015

What was it about this seemingly clever idea that didn't jive with customer experience excellence ? It boils down to the notion of customer experience management as " engaging customers " in any way possible, or doing things to customers, or getting customers to do something for you.

Customer Experience 48

Customer Experience Customer Experience Management Customers Loyalty 48

ClearAction

MAY 24, 2016

As is frequently the case with call centers, customers typically share a LOT of extremely high-value anecdotal information that seldom gets captured in these informal interactions, and even more rarely is acted upon by the group that could prevent recurrence of an issue or be proactive with customers’ creative ideas.

B2B 59

B2B Call Center Financial Customer Experience Management 59

Pink Guava

MARCH 25, 2019

No wonder we see soo many product startups sink in first year of launch because they are not able to sell and redeem the basic cost as their customers do not stick to them or they are not able to generate a positive traction for their product. Where does Customer Experience fit into it? But growth is a concern.

Guidelines 40

Guidelines Customer Experience Management B2C Strategy 40

PeopleMetrics

APRIL 15, 2015

Your ability to calculate your chosen performance metrics or present data in ways that reflect your organizational structure will help you build and sustain organizational buy-in. Why You Should Ask This Question: A post-transactional Voice of the Customer program should get the feedback to the people in your organization who can act on it.

Net Promoter Score 48

Net Promoter Score Feedback ROI Survey 48

Verint

OCTOBER 2, 2017

Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Verint’s Jon Allen, general manager, communities, will present “Redefining ROI: Win BIG with Social Communities” on October 19 at 6:30 p.m. CRMXchange Roundtable Webinar.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

SurveySparrow

APRIL 11, 2021

It puts them in a difficult situation where they have to say ‘No’ at the end of a long drawn presentation or demo. The nurture marketing definition says- “Marketing by constantly engaging with the clients” It is considered to be an extremely effective strategy if you want to convert your leads into customers. .

Strategy 98

Strategy How To Effort Score Social Media 98

Verint

AUGUST 1, 2017

Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. This series will explore a wide variety of topics, including employee engagement, workforce optimization and voice of the customer, as well as security, fraud and compliance.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. By basing decisions on solid data, businesses can maximize their ROI and align their strategies with their overall goals.

Analysis 260

Analysis Analytics Social Media Loyalty 260

Feedbackly

SEPTEMBER 10, 2018

You may not need some of the features marked as “nice to have” However if you want to be confident that your time and money is going into something that will hugely impact the success of your business and reach a positive ROI for your CX strategy, the features labelled “mandatory” will be required.

Software 53

Software Customer Journeys Company How To 53

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. This delightful experience, my friend, is what we call customer experience (CX). These loyal customers become your brand advocates, sharing positive word-of-mouth, choosing your brand over competitors, and supporting you through thick and thin.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83