InMoment XI

NOVEMBER 30, 2023

Define Your Brand Identity: Establish a clear and consistent brand identity that aligns with your values and resonates with your target audience. When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level.

Brands 378

Brands Management Multi-Channel Social Media 378

C3Centricity

APRIL 23, 2024

Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5% While B2B companies have a slightly lower ROI, they benefit from the long-term value of relationship building and lead nurturing through email. of company revenue to 9.1%

ROI 226

ROI Marketing Social Media How To 226

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. The true value lies in taking decisive action based on the insights gathered from customers.

NPS 260

NPS Customer Centricity Tips Automotive 260

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics).

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Lumoa

MAY 19, 2022

Retailers need to assess all of the potential variables impacting the performance of their shopping apps to be successful and customer reviews allow them to collect feedback directly from the source. Our shopping apps performance report includes. Non-app related variables that impact customer experience.

Report 208

Report Ecommerce Retail Customer Satisfaction 208

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

BlueOcean

OCTOBER 4, 2023

The most recent census reports that 21.4% The impact of bilingual support on the customer experience cannot be understated. The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. And what about offshore?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

OCTOBER 23, 2023

Define your mission statement and company values. How does your corporate culture align with your understanding of our own company, values, and culture? Reporting Your customer care program may accumulate more data than any other part of your organization. What reports form the foundation of your quarterly business reviews?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

ChurnZero

APRIL 1, 2024

Rarely are teams thinking about the impact on new logo pipeline. Customer success is one of the most impactful teams on the post-sale experience. At Champify, we wanted to understand how previous experience impacted conversion rates across the sales funnel. This is a missed opportunity. 2: Increase product adoption.

B2B 92

B2B Customer Success Customers Sales 92

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. All of these actions propel customers toward a faster realization of their goals while eliminating low-value customer success manager (CSM) tasks. Customer health. Usage statistics and patterns.

Report 91

Report Trends Customer Success Self Service 91

Clarivate

APRIL 14, 2024

Dive into the historical evolution and contemporary challenges of assessing the socioeconomic impact of publicly funded research with insights from the Institute for Scientific Information. In research and higher education circles, there is a widespread notion that the socioeconomic impact of research is a new concern for funding agencies.

Government 59

Government Policies Report Culture 59

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Retention is a smart investment for your budget that can cement your customer loyalty and boost their lifetime value. Loyalty as an emotion spans several areas, including trust, competency, reliability, transparency, and value. Levels of this chemical impact how a customer assesses the pros and cons of a decision.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Horizon CX

DECEMBER 1, 2023

These examples highlight how successful companies strategically align their CX initiatives with broader organizational goals, demonstrating that a customer-focused approach can directly impact strategic milestones and contribute to overall success. These reports often include statistics, trends, and success stories.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

TechSee

FEBRUARY 12, 2024

However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success. Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers.

Study 109

Study Training Innovation ROI 109

Comm100

APRIL 2, 2024

Empathy leads to more patient, understanding interactions, which are highly valued by customers. This proactive approach can uncover areas of dissatisfaction that might not be voluntarily reported, allowing for targeted improvements. The post How to Improve CSAT Score – 6 Step Strategy appeared first on Comm100.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

BlueOcean

DECEMBER 13, 2022

Furthermore, a McKinsey report revealed that brands with top-performing loyalty programs earn a 15 to 25 percent bump in revenue thanks to their loyal customers, who are either buying more or buying more often (or both). But McKinsey reports that approximately two-thirds of programs are not succeeding in delivering real value.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Clarivate

JULY 26, 2022

Starting from the 2023 JCR release, Journal Impact Factors will be expanded to all Web of Science Core Collection journals including arts and humanities. Today we’re proud to announce that in the 2023 release of the Journal Citation Reports , all Web of Science Core Collection journals will receive a Journal Impact Factor (JIF).

Report 143

Report Exercises Consulting Feedback 143

ShepHyken

SEPTEMBER 29, 2023

Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them. A telling study by Dimension Data reported that 84% of companies that improved their customer experience saw an uplift in revenue.

Employee Engagement 135

Employee Engagement Engagement Strategy Effort Score 135

Clarivate

APRIL 3, 2024

The business world is experiencing rapid, profound and unprecedented change—from the “great retirement” of the baby boom generation to the impact of artificial intelligence (AI). For more resources on AI in IP view our webinar and special report: Webinar: Is AI the dawn of a new era for IP practitioners?

Technology 59

Technology Strategy Analytics Government 59

CX University

APRIL 16, 2024

As consumers become increasingly discerning, the alignment between a company’s values and the personal values of its customers has emerged as a significant driver of loyalty. The Rise of Values-Driven Consumers The modern consumer is no longer solely motivated by price and convenience.

Loyalty 52

Loyalty Brands Social Media Consumers 52

Clarivate

JUNE 28, 2022

Today we release the 2022 update to the annual Journal Citation Reports (JCR). This year’s release demonstrates the enormous impact the COVID-19 pandemic has had on scholarly publishing. We also identify and define a new type of anomalous citation behavior: self-stacking. You can view that here.

Report 141

Report Metrics Comparison Conference 141

Clarivate

NOVEMBER 27, 2023

A new global survey captures community challenges and views on the future of research A new report from Research Professional TM News, an editorially independent part of Clarivate TM , explores the key priorities, challenges and drivers of change for academic research offices.

Report 69

Report Measurement Policies Survey 69

Gainsight

MARCH 4, 2024

It is actually not difficult to demonstrate since modern training software (like Gainsight Customer Education ) incorporates tracking and reporting functions that go right to the heart of ROI metrics. At all times, your employees act as the face of your brand, its values, and its standards. And it’s easy to calculate this impact.

ROI 52

ROI Training How To Course 52

Thematic

APRIL 3, 2024

SMART goals ensure your efforts are focused and measurable, allowing you to track progress and demonstrate the program's value. Consider overall business objectives and identify areas where customer feedback can have the most significant impact (e.g., Step 3: Analyzing Data and Deriving Insights Data alone is just information.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

BirdEye

SEPTEMBER 6, 2023

Birdeye’s latest data report explores the significance of online reviews in consumer decision-making processes and sheds light on how the reputation of a multi-location business impacts its selection in local markets. To read the full report, download our free guide today. Does reputation affect consumer choices?

Consumers 116

Consumers Report Multi-Channel Data 116

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. Value is fundamental here. Whatever you want to measure, that is the value.

ROI 78

ROI Return on Investment Exercises Measurement 78

Optimove

SEPTEMBER 29, 2023

Optimove scored the highest in the Journey Orchestration use case in Gartner’s Magic Quadrant companion report, “The Critical Capabilities for Multichannel Marketing Hubs.” Get your complimentary copy of the report here. Optimove also ranked second for Customer Intelligence, and third for Measurement and Optimization.

Marketing 78

Marketing Analytics Report ROI 78

ECXO

JUNE 11, 2023

A simple smile can make a huge impact.” Employees who feel that their contributions are valued and that they are working for an organization that is making a positive impact in the world are more engaged and motivated in their work and perform better. Value creation is about more than money. Humans are meaning makers.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

2020 Research

APRIL 8, 2024

Gen C’s impact will be felt across various industries including education, wellness, fashion, tech, and media. Gen C values transparency and authenticity, so brands should, too. Gen C believes mental wellness is part of total wellness, and resources that reflect this philosophy will have a greater impact with this group.

Connections 52

Connections Brands Fashion Entertainment 52

Interactions

APRIL 26, 2024

Yet, it’s easy to negatively impact CX with technology solutions that promise good service for lower costs, but end up falling short. 2: Every interaction leaves callers feeling valued and heard. they are neither being valued nor heard. A key way to make customers feel like they are valued is through personalization.

Interaction 62

Interaction Strategy Self Service Technology 62

2020 Research

OCTOBER 18, 2023

Impact and Applications of AI in Market Research Q: How are AI tools currently being used in qualitative research? Q: How is the use of AI impacting sample providers in market research? Q: What is the potential impact of AI in healthcare market research and outreach? It’s all about how you prompt the tool.

Marketing 108

Marketing Healthcare Analysis Case Study 108

Retently

MARCH 11, 2024

From measuring satisfaction to understanding the effectiveness of each segment, these questions are your stepping stones to creating more impactful and memorable events. Through a series of thoughtfully crafted survey questions, organizers can gather quantitative and qualitative data that shed light on the event’s impact.

Survey 119

Survey Analysis Feedback Effort Score 119

Clarivate

MARCH 6, 2024

2024 report key findings Samsung Electronics ranks first in the Top 100 Global Innovators 2024. See more analysis from the 2024 report here. Within the report we pinpoint the organizations leading the innovation ecosystem. Their ideas impact others and they are affected by the inventions of others. This year, ranked.

Innovation 52

Innovation Report Analysis Analytics 52

Clarivate

OCTOBER 31, 2023

Our latest Global Research Report from the Institute for Scientific Information (ISI) charts China’s research trajectory and its path of growth, quality and international collaboration. Our latest ISI report, China’s research landscape , draws on Web of Science data to reveal the trajectory and dynamics of China’s research landscape.

Policies 75

Policies Trends Analysis Report 75

Clarivate

FEBRUARY 27, 2024

Our sustainability report is full of real-life examples of how we help our customers, colleagues and communities, with transparent, data-driven results and real insights on where we need to focus moving forward. With over 130 million students benefiting from our solutions, we have a significant impact on education.

Healthcare 52

Healthcare Case Study Resources Government 52

Retently

JUNE 28, 2023

Are customers more satisfied with your product if it costs more, and would raising your prices positively impact metrics like Net Promoter Score®? Likewise, products marketed for cheap, value-for-money pricing often attract buyers seeking a great deal at a low cost. As it turns out, it might.

Customer Satisfaction 146

Customer Satisfaction Net Promoter Score Fashion B2C 146

NobelBiz

NOVEMBER 13, 2023

This article serves as a comprehensive guide, navigating through the intricacies of measuring CX ROI, unraveling the layers of customer experience impact, and providing actionable insights for businesses aiming to leverage their investments in customer satisfaction. After that, you can calculate your Customer Lifetime Value.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111