Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

ClearAction

NOVEMBER 7, 2017

Integrating data is one of the big challenges for customer experience management. And it can open the door to the greatest opportunities: the more complete your view of customers is, the more accurate and proactive you can be in guiding buying behavior to grow revenue. Image licensed to ClearAction by Shutterstock. .

B2B 109

B2B Customer Journeys Study Customers 109

CX Journey

MARCH 17, 2015

One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? This is a great question and one that needs to be addressed early and often in any customer experience management effort. customer experience metrics voc voice of customer'

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

Beyond Philosophy

JUNE 1, 2023

Suppose you come in with a new lens and context framed around Customer Experience. Management may not be able to understand your context. They see changing the experience as something that will cost them money. What’s more, the senior management had one, too. We are adding their perspective.

Call Center 78

Call Center Retail Course Customer Experience 78

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

ClearAction

DECEMBER 11, 2018

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. This drives improvement in scores.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Also, companies really need to transform their structures to reflect customer centricity. Three words: voice of customer.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

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. Voice-of-Customer Almost-Free.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

Customer Alignment

OCTOBER 2, 2017

They explored the adoption of effective Customer Experience management practices amongst the sample and whether the foundations for Customer Experience excellence were in place. Leaders and Laggards face similar Customer Experience challenges.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

PeopleMetrics

NOVEMBER 22, 2019

One person or team will initiate the study, collect data, analyze the results, and present the results to a few people within the organization. VoC is operational and touches the whole organization, including those delivering the service or supporting the customer. Market researchers are centrally located in one department.

Communication 54

Communication CEM Touchpoint Software 54

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. October 12; Webinar.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

PeopleMetrics

APRIL 15, 2015

Why You Should Ask This Question: If you have survey design and Voice of Customer (VOC) expertise in house, this factor may seem unimportant to the overall success of your customer experience improvement program. Here are eight questions to help you qualify a partner. And, well, you’d be mistaken.

Net Promoter Score 48

Net Promoter Score Feedback ROI Survey 48

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

MARCH 24, 2017

Value chain thinking is extremely valuable in customer experience management. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. What is a value chain?

ROI 48

ROI Effort Score Customer Journeys B2B 48

Lumoa

JANUARY 11, 2022

Both these steps of building the Voice of Customer-program are essential for its success. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place. And without great analytics, you would not understand your data.

NPS 259

NPS Software Net Promoter Score Survey 259

Team HGS

FEBRUARY 13, 2018

What Does Good Customer Service Look Like? At our February 7 webinar, Andrew Kokes, HGS Global Head of Marketing, and Henry Bruckstein, Founder, CANAM Research jointly presented the results of our first-ever “State of Customer Experience” Survey of nearly 100 customer experience executives, vice presidents, and directors.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. Don has held leadership roles across sales, business development, marketing and product management.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Thomas is the Head of Customer Service at the International Baccalaureate.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

AUGUST 21, 2016

Temporary upticks in revenue are possible without it, yet optimization of customer lifetime value requires it. When day-to-day work of employees in every functional area incorporates customers’ expectations and when everyone perceives personal consequences for aligning their work with customers’ expectations.

Customer Experience 48

Customer Experience Financial B2B Trends 48

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

SmartKarrot

DECEMBER 26, 2021

The ultimate job role of the customer experience operations manager is to refine the customer experience technology vision, which is a mandate to look at the entire customer journey from the customer’s perspective. Desired background of a CX operations manager.

Management 11

Management Customer Experience Customer Journeys Touchpoint 11

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Lumoa

APRIL 3, 2018

That time, customer experience management was still unknown to the most of the business doers. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. The full process in described in this presentation.

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337

Wootric CX Blog

AUGUST 22, 2019

You listen to the voice of the customer–endeavoring to understand what customers are thinking and feeling, identifying gaps, and driving the cross-functional changes needed to ensure customers stay engaged and loyal fans. . Voice of customer feedback programs are challenging.

Trends 45

Trends Customer Experience Management Net Promoter Score Customer Experience 45