Philadelphia Insurance Realizes VoC Return on Investment

Confirmit

" — Seth Hall , VP Customer Service. Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle.

Measuring “ROE” – Return on Ease

Heart of the Customer

ROI is the Holy Grail for customer experience (CX) programs – an elusive target that can validate your program and lead to greater influence. Unfortunately, focusing on that big goal can be overwhelming. So for today, let’s target our efforts a bit more modestly, focusing on gains made through making it easier to be your […]. The post Measuring “ROE” – Return on Ease appeared first on Heart of the Customer.

Show Me the Money: Predicting the Return on Investment for Customer Experience

Strativity

Most companies agree that having an exceptional customer experience is a good thing. Customer experience transformations can produce benefits such as more loyal and satisfied customers; improved sales, marketing, and service capabilities; and increased employee engagement. They forgo quantifying the financial benefits of improving customer experience but have obvious known costs of such initiatives. Sample Customer Journey-Value Driver Graphic.

Show Me the Money: Predicting the Return on Investment for Customer Experience

Strativity

Most companies agree that having an exceptional customer experience is a good thing. Customer experience transformations can produce benefits such as more loyal and satisfied customers; improved sales, marketing, and service capabilities; and increased employee engagement. They forgo quantifying the financial benefits of improving customer experience but have obvious known costs of such initiatives. Sample Customer Journey-Value Driver Graphic.

Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.

Think Privacy’s Just A Cost Center? Think Again.

Forrester's Customer Insights

In fact, many privacy budgets shrank in 2019, after firms were forced to spend more than they expected on GDPR compliance in 2018. But what if we told you that customer-centric privacy programs […]. B2C marketing GDPR privacy return on investment (ROI) security & risk

Biometrics, Digital Decisioning, And APIs: These Are The Droids Investment Firms Are Looking For!

Forrester's Customer Insights

age of the customer financial management financial services return on investment (ROI

New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

Natalie Petouhof

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI.

ROI 70

Creating An ROI For Human Capital And Organizational Change Projects: Part 2

Natalie Petouhof

And I’d like to meet people who were seeking the same or similar positions to what I was seeking – who would be these new people on-boarding with me? Then they were invited to interview with a hiring manager there on site. The hiring managers were given the ability to hire people on the spot (something we’d never done before.). What was interesting was the feedback we collected on video as the employees left the career day.

Is Organizational Change Management Just the “Fluffy Stuff” or Is there Real Business Value?

Natalie Petouhof

On time? With a proactive attitude vs “not invented here or we don’t do that – that way here” attitude… Get a high rate of return on projects- projects on time, within budget and scope, high customer satisfaction…? Giving orders that projects needs to be on-time, within budget and on scope didn’t really lead to change. More on that in future posts. Tweet Is OCM and CC Kumbaya?

The Reciprocal Nature of ROI: Maximizing Value for the Customer

Speaker: Sarah Tarraf, Director of Customer Experience, Gongos & David Robbins, Account Strategist, Gongos

Countdown To Forrester’s 10th Annual CXNYC Forum June 19–20

Forrester's Customer Insights

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds.

5 Steps to Effectively Implement the Voice of the Customer

MaritzCX

The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work.

ROI 387

5 Steps to Effectively Implement the Voice of the Customer

MaritzCX

The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work.

ROI 260

How Powerful CRM Can Help You Delight Customers

NICE inContact

The last couple years have seen an important turning point for customer service and customer experience. Many companies recognized the importance of digital customer service and CX as key differentiators. How big is your customer service team?

The Voice of the Customer is Asking for a Better Citizen Experience, is Your Agency Listening?

NICE inContact

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. Not surprisingly, that is where many agencies are focusing their investments (and with good reason.) appeared first on NICE inContact Blog.

7 Important Questions to Ask Customers for a Better Customer Experience

GetFeedback

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors. Customer Experience

7 Customer Experience Questions with Shep Hyken

Kayako

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Fundamentals of a Customer First Strategy For Every Industry

C3Centricity

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. It is true that without satisfaction, customers will not return to a hotel or restaurant.

Why Customer Experience is Dying (And What To Do About It)

Beyond Philosophy

It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? The post Why Customer Experience is Dying (And What To Do About It) appeared first on.

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. You’ll get clarity on the different components of this space, without getting lost in the details. (We What is customer experience?

Build the Business Case to Invest More in Customer Experience

NICE inContact

This is part one of a four-part series on the economic value of NICE inContact CXone. Customer experience is now becoming the new tool to compete in this experience economy. Enhanced customer experience helps you get new customers easily, retain them longer and grow them bigger.

ROI 218

The cost of NOT focussing on Customer Experience

ijgolding

The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? Ultimately, customers the world over are struggling to know what to expect when they interact with businesses in most industries.

How to Use Continuous Improvement Strategies for Customer Experience Improvement

Comm100

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Important Questions to Ask in Improving Customer Experience.

Uncover Meaningful ROI Results with a Multi-Method Approach

Think Customers

Measuring the return on investment of any campaign, tool, or strategy is crucial, but it can be a murky endeavor. Consider customer experience initiatives. Delivering outstanding customer service is one of the few ways businesses can win loyal customers and increase their bottom line, according to customer experience professionals. Customer Engagement Customer Experience Customer Strategy Social Media homepage

ROI 72

How Valvoline’s Service Team Pleased Two Very Diverse Constituents — Its CFO and Its Customers

NICE inContact

Chief financial officers (CFOs) are notoriously tough customers when it comes to approving expenditures for new initiatives. They expect to see a solid business case with a strong, defensible return on investment (ROI). The effort was expected to yield lower costs, greater retail staff productivity, increased customer retention, and even a bump in client acquisition. For example, it’s critical to stay focused on the problem you’re trying to solve.

Building a Customer Experience (CX) Strategy

CX Accelerator

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” And remember, stay laser focused on the customer!

Customer Experience Management: Five Proven Customer Experience Tips If You Want to Stay on Customer Pulse

SurveySensum

If your business would like to celebrate One thing – then it would be the love of your customers. Believe it or not, the only predictor of customer loyalty is the overall study of customer behavior at various touchpoints and how customers are engaging with the brand.

Do You Need a Chief Customer Officer?

Customer Bliss

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Understand the Work of the Chief Customer Officer.

No Agent Is an Island: Why Collaboration Is Key to Great Customer Service

Kayako

Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. Customer service isn’t valued.

AI Customer Service: Today’s Most Transformative Technologies

TechSee

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Customize Your Customer Experience For Each Generation

Storyminers

If the majority of your customers are baby boomers or Gen Zers, then marketing is a simple matter of reaching that generation where they spend the most time and in a way that speaks to them. Here are nine ways to customize your in-store and online experience to reach multiple generations: 1.

18 Ways to create a more effective Customer Retention Strategy

One Millimeter Mindset

These 18 ways create a more effective customer retention strategy. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers. And what is important to customers throughout that time period.

Do You Need a Chief Customer Officer?

Customer Bliss

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Understand the Work of the Chief Customer Officer.

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. It is not too difficult to listen to the customer.

ROI 332

Calculating the Returns on Customer Data Investments

Think Customers

As companies gather boatloads of data to help support their customer strategies, a growing number of firms are taking a closer look at which data sets are delivering the greatest returns on investment. According to IDC, the digital universe is doubling in size every two years. By 2020, the amount of that''s created and copied annually will reach 44 zettabytes or 44 trillion gigabytes.

Why companies are focusing on their customer experience strategy

Vision Critical

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea.