The Science of Predictive Customer Experience Management

CloudCherry

Customer experience is becoming an increasingly popular topic, with many forward-thinking businesses thinking it can set them apart in today’s highly competitive landscape. Compared to their competitors, experience-driven businesses grew their revenue 1.4

The Three Pillars of Customer Experience Management

CloudCherry

Customer expectations are higher than ever. In a world where convenience is everything, companies need to work harder than ever to meet and exceed their customer’s expectations. But the methods we’re using to manage the customer experience are stuck in the past.

Understanding Customer Experience Management

ReviewTrackers

What is Customer Experience Management? The goal of CXM — and therefore of any customer experience management software — is to help an organization respond to and exceed customer expectations, helping increase satisfaction, drive loyalty, and reduce churn.

Exploring the Elusive ROI of Customer Experience Management

ClearAction

Exploring the Elusive ROI of Customer Experience Management. These promises as stated in the opening paragraph aren't so much about customers' well-being as they are about the company's well-being. Customer Experience Management: Is Your Focus Lagging?

ROI 98

Metrics for Customer Experience Management

ClearAction

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. The gravity of upside and downside to customer experience metrics selection cannot be overstated.

Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. In today’s customer-centric market, the customer experience is no longer just a marketing factor to consider.

ROI 260

Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. In today’s customer-centric market, the customer experience is no longer just a marketing factor to consider.

ROI 195

Breaking Down Silos for Customer Experience Management

ClearAction

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Use Customer Inputs Everywhere.

Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs

Kristina Evey

Customer Experience deliverables separate from traditional ROI Clarity and alignment of your desired Culture and Core Values A unified front … Read More Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs. The post Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs appeared first on Kristina Evey.

ROI 120

State of Business-to-Business Customer Experience Management

ClearAction

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience.

Understanding Business-to-Business Purchase Decisions for Customer Experience Management

ClearAction

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? B2B Customer Journey Maps: New Wisdom.

The ROI of Customer Experience: 16 KPIs You Should Be Tracking

IntouchInsight

We know that great customer experiences lead to increased revenue. Happy customers are loyal customers, and loyal customers are more likely to share their positive experiences and recommend their favorite brands to people they know. But when it comes to making the connection between improved customer experience (CX) and revenue growth, CX pros often struggle to prove the value of their programs. Customer Experience Management

ROI 128

The ROI of CX Transformation

Clarabridge

Brand experience. Customer loyalty. These buzzwords can be the bane of any CX Evangelists existence when they’re thrown around at an organization not quite willing to make the shift to put customers first. The post The ROI of CX Transformation appeared first on Clarabridge.

ROI 52

Customer Experience Management: What Is It All About

LiveChat

We hear so much about customer experience, that I was afraid writing about it would be too obvious. As I dig deeper into the subject, I realized, we know customer experience is important and that it basically means we need to be nice to customers, but there’s a whole strategy behind it.

Business Value and ROI of Customer Experience: The Step-by-step Guide 

Lumoa

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. Our customer satisfaction increases – so what?

ROI 332

Customer Experience ROI Opportunities on B2B Touchpoints

ClearAction

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? 4 Steps to Customer Experience ROI.

It Takes Teamwork: Customer Experience Management and the Little Red Hen

Beyond Philosophy

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. Blogs Customer Experience

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

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. We were also able to use this data to predict future membership length based on the quality of experience.

ROI 168

Value Chain Solution to VoC ROI

ClearAction

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.

ROI 62

3 Types of Customer Experience Action Essential to ROI

ClearAction

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. Here's the recipe: 1) Micro Customer Experience Action.

ROI 122

Webinar: Create a Compelling CX Business Case to Secure the Budget You Need

CloudCherry

Being able to prove that changes in the customer experience improve the bottom line, drive customer loyalty and impact overall business growth can be a tough battle. Maxie Schmidt-Subramanian: Maxie Schmidt is a principal analyst serving customer experience (CX) professionals.

Webinar: Create a Compelling CX Business Case to Secure the Budget You Need

CloudCherry

Being able to prove that changes in the customer experience improve the bottom line, drive customer loyalty and impact overall business growth can be a tough battle. Maxie Schmidt-Subramanian: Maxie Schmidt is a principal analyst serving customer experience (CX) professionals.

Webinar: Create a Compelling CX Business Case to Secure the Budget You Need

CloudCherry

Being able to prove that changes in the customer experience improve the bottom line, drive customer loyalty and impact overall business growth can be a tough battle. Maxie Schmidt-Subramanian: Maxie Schmidt is a principal analyst serving customer experience (CX) professionals.

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested.

ROI 90

Cost centre or profit driver? Customer Experience and ROI

Syngro

Last year’s webinar we held revealed that over 98% considered themselves to be “under pressure” to demonstrate ROI from their customer experience programme. Nevertheless, for those who are willing to commit to customer experience management, demonstrable ROI is not only achievable – in today’s customer-driven marketplace, it is necessary. Well firstly, get into the mindset that business decisions should begin and end with the customer.

ROI 46

Why every CX team needs to plug into the power of integrations

CloudCherry

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. There are better ways to understand your customers.

CEM 195

8 Customer Experience Metric Silos Mask Momentum

ClearAction

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed.

Why every CX team needs to plug into the power of integrations

CloudCherry

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms. Successful CEM programs require breaking down silos for a complete view of the customer. There are better ways to understand your customers.

CEM 163

CEO’s Guide to Growth through Customer-Centered Management

ClearAction

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. 3 Putting Customers First: If Not You, Who?

B2B Customer Experience: Do This, Not That

ClearAction

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? B2B Customer Experience: Do This, Not That.

B2B 96

3 Predictive Strategies to Drive Revenue and Impact the Bottom Line

CloudCherry

Every customer experience team wants to improve their bottom line, but it’s usually one of the hardest things to make an impact on. While most customer experience platforms focus on increasing NPS because it’s a helpful indicator of customer intention, NPS is ultimately just a more easily measured, less accurate stand-in for true customer loyalty. They might say they really want more color options, but will be providing more customization increase sales?

Three Problems with Customer Surveys and How to Fix Them

Bob Hayes

Customer surveys are the foundation of many CX programs. Businesses now have a plethora of data sources to help them understand their customers. The use of these Big Data sources will necessarily impact the type of questions you need to ask in your customer survey.

Survey 126

How to Get In-Tune for Customer Experience Success

ClearAction

An out-of-tune piano or violin may be one of your most vibrant memories of a poor user experience. And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. Anyone asking customers for something.

What is Customer Experience Strategy?

ClearAction

What is Customer Experience Strategy? Is “customer experience strategy” like the Wheel of Fortune spinner? As such, for instance, it’s a misnomer to claim that digital marketing is customer experience strategy. It spans the end-to-end customer life cycle.

Customer Experience Planning: Do This, Not That

ClearAction

Customer Experience Planning: Do This, Not That. Make sure your approaches are aligned with what customers want, and make sure your strategy is aligned with your enterprise objectives. Be brutally honest in your assessment of what is helping customers help you.

ROI 97

CMO’s Investment Priorities 2014 – I’m shocked

Doug Leather

I downloaded an infographic [link] this morning from Customer Management Exchange Group that shows the Top 5 Areas of Investment for Marketing Leaders and how investment priorities have changed for strategic marketers over the last 12 months.

If It’s Called Customer Experience, Why is it All About the Company?

ClearAction

If It’s Called Customer Experience, Why is it All About the Company? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger.