Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. It’s time to build some bridges.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? Now, let’s get down to the advantages.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Case Study 152

Case Study Airlines Conference Wait Times 152

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. To see the results regarding all 25 customer analytics practices, you can download the entire report for free here.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. To see the results regarding all 25 customer analytics practices, you can download the entire report for free here.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Maz Iqbal

OCTOBER 2, 2014

Filed under: Case Studies , Culture , Customer Experience , Customer Insight (inc VoC) , Customer Service , Management Tagged: customer experience , customer focus , customer obsession , customer service , customer-centric , Tesco.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

Optimove

MARCH 10, 2022

As a customer-centric organization, Melita believes that all strategic planning needs to begin with customer insights. And by partnering with us, they now have easy access to their unified customer data, orchestrate multiple channels at once, and leverage AI to drive CRM Marketing at scale.

Brands 52

Brands CRM Telecommunications Call Center Solutions 52

Thematic

OCTOBER 19, 2022

" Data that clearly shows customer needs and the value of focusing on these needs is the core of customer-led product strategy. Here are a few common mistakes that customer-focused team members make, along with suggestions on how to avoid them. Confusing anecdotes with data Customer quotes can be powerful.

Strategy 71

Strategy Banking Metrics Analysis 71

Comm100

DECEMBER 19, 2017

Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers. Numerous studies have shown that customers are willing to pay more money for good service.

Strategy 305

Strategy Customer Experience How To Customer Journeys 305

Experience Investigators by 360Connext

JULY 28, 2020

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

CloudCherry

JANUARY 21, 2020

As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” According to annual studies of the VoC landscape by CX thought leader Bruce Temkin , most companies focus on collecting and analyzing VoC feedback. Reaping the Rewards of Voice of the Customer Excellence.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Customer Bliss

AUGUST 15, 2017

She studied in Frankfurt (Germany) & Madrid (Spain) and lived and worked in London for three years. The beach hotels in this version brought them 75-80% new customers, which helped grow the business into segments who wouldn’t normally vacation with Thomas Cook. The process looks a bit like this: Invite customers.

Travel 204

Travel Industry Hotels Customer Journeys 204

BirdEye

NOVEMBER 8, 2023

Healthcare review sites you ought to be familiar with As per a study by Birdeye on the state of online reviews , 72% of customers won’t take action until they read reviews. Enhanced product evaluation Customer feedback helps improve products, making them more customer-focused and refined.

Ecommerce 57

Ecommerce Travel Hotels Social Media 57

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Research customers and employees to identify your biggest opportunities.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

BirdEye

MARCH 24, 2023

Studies estimate that 90% of startups fail, with 10% failing in the first year. Studies estimate that about 2.4 This is a secret weapon that leading businesses use to transform satisfied customers into repeat businesses and zero-cost brand ambassadors. Building an audience on the platform will lead to more customer insight.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

NobelBiz

JULY 4, 2023

Agents can now instantly access succinct summaries of customer interactions, eliminating the exhaustive process of manual documentation. By automating the process of extracting key insights from customer interactions, call center agents are liberated from administrative burdens and empowered with valuable customer insights.

Interaction 52

Interaction Call Center Engagement Contact Center 52

C Space

DECEMBER 5, 2019

Christina Stahlkopf is an Associate Director in C Space’s Boston office and a core member of our Global Research Team, Christina turns stats to stories and is a lead architect of our annual Customer Experience Code (CXC) Study, which connects key brand relationship behaviors to stronger business performance. The Right Insight.

Net Promoter Score 52

Net Promoter Score Connections Brands Innovation 52

ProProfs Chat

DECEMBER 23, 2019

Forbes reported that DHL’s customer satisfaction scores increased by 80% as a result of these co-creation initiatives. Now, wouldn’t you call this a customer centric strategy ? Another such impactful customer-focused strategy is to create an online knowledge platform using ProProfs knowledge base software.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Qualtrics

DECEMBER 15, 2021

CX professionals in the federal government have been true pioneers, cutting new paths and shifting their organizations toward customer-centricity. What communication is coming from other organizations that impact a customer’s journey with yours? Make sure you can listen where you need to, regardless of silos.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

SmartKarrot

JULY 19, 2021

and customer insights. Apply here: [link] Role: Customer Success Manager, Team Lead Location: Centreville, VA, US Organization: Stack Overflow As a Customer Success Manager, you will be responsible for customers’ growth & success via strategic development, key stakeholder management, data insights and account leadership.

Customer Success 10

Customer Success Consulting NPS Case Study 10

Hero Digital

OCTOBER 5, 2019

Below, you’ll find our five-step process for identifying key customer insights, untangling the buyer’s journey, and building full-funnel B2B messaging strategies. That doesn’t mean email is a substitute for direct interviews, but individual emails can offer valuable information and open a direct communication line with your customers.

B2B 40

B2B Touchpoint Multi-Channel Strategy 40

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. Generating & Using Customer Insights. Analyzing Customer Insights.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

SmartKarrot

AUGUST 27, 2020

Exchange customer stories. The customer success managers should share their client’s success stories with the marketing team. They have valuable customer insights to share with the marketing team. So, if they are able to share the stories of the existing customers, it will resonate deeply with the prospects.

Customer Success 10

Customer Success Marketing Customer Centricity Customer Journeys 10

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Thematic

MARCH 27, 2024

Analyzing this data helps you identify the specific areas where customer experience is faltering, empowering you to take targeted action to prevent customers from leaving in the future. Proactive vs. Reactive Customer Retention Without a churn risk model , your approach to customer retention remains reactive.

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Eptica

APRIL 25, 2019

This backs up UK consumer research in the 2019 Eptica Digital Trust Study. Both these reports show that 25 years on, customer service may have transformed into CX, but getting the fundamentals right is still all-important. For example, 58% of companies provided inconsistent answers to routine customer questions on different channels.

Contact Center 75

Contact Center Self Service Net Promoter Score First Call Resolution 75

SurveyGizmo

JULY 14, 2020

When the customer drives the sales process, everyone wins. According to a study by Hannover Research , more than half of B2B customers will pay higher prices for tailored product and services recommendations. She has seen firsthand how traditional sales culture lacks customer focus.

Sales 98

Sales CRM Feedback Leadership 98

Playvox

JUNE 15, 2022

By multiplying the number of tickets by the average customer’s monthly recurring revenue (MRR), you can calculate the potential cost of not fixing an issue promptly. Related Article: Uncover New Customer Insights with Customer AI. They can then use that information to direct the content strategy.

Case Study 52

Case Study Data Customer Success Strategy 52

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. So VoC managers conduct numerous analyses to prove the connection between customer feedback and revenue trends.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. Knowing your customer allows you to select the best communication channels to use for better CX.

Customer Experience 120

Customer Experience Social Media Self Service Multi-Channel 120

Pointillist

DECEMBER 10, 2019

Each customer’s value links to the ROI of your investment in CX initiatives and overall revenue, two major factors in your organization’s success. Customer insights leaders increasingly recognize the importance of calculating a more customer-focused metric like CLV and infusing it throughout their businesses.

NPS 111

NPS Net Promoter Score Customer Journeys Metrics 111

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. Customer Insight, Data and Action Generation.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

SuiteCX

JANUARY 19, 2015

It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements. 10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Verint

SEPTEMBER 29, 2017

They offered good illustrations of how the company was customer-focused, but all agreed there could be more structure and definition to the efforts going forward. We also find out what type of customer feedback is helpful to them, and we evaluate if we should incorporate that feedback request into some of our other projects.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Kustomer

JULY 29, 2021

We saw that when we served customers in one of our recent studies, 74% of people said they were likely to switch if they found the brand purchase was difficult. So they’ve learned that they’ve had to educate them, but interesting thing about Amaro is they actually call their support organization social customer insights.

Omni-Channel 98

Omni-Channel Social Media e-support Self Service 98