Alida

DECEMBER 15, 2016

In this blog post, we look at five ways to use customer feedback to inform cohesive, strategic and integrated content marketing strategies. Use customer feedback to understand who your buyer personas are, who is most likely to convert (and why) and learn what type of content those readers gravitate toward. Final thoughts.

Feedback 213

Feedback Marketing Social Media 2017 213

CloudCherry

FEBRUARY 26, 2019

In this blog, we will discuss the key highlights of this report. More firms choose to adopt analytics to increase customer acquisition: ‘Increasing customer acquisition and targeting’ is the top driver that encourages organizations to adopt measurement and analytics, with 57% of respondents opting for it.

2018 256

2018 2014 Measurement Retail 256

Retently

JULY 28, 2023

By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017. This data reflects a growing recognition of the importance of CX leadership in driving business success and delivering exceptional customer experiences.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Experience Investigators by 360Connext

OCTOBER 4, 2017

RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! Jeannie Walters (@jeanniecw) October 4, 2017. So let’s unpack that a bit… First, customer service and CX are often used interchangeably. CX Investigators (@360Connext) October 4, 2017. cxday #custexp pic.twitter.com/cxdCaGEpzn.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Data were collected from January to March 2017.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Eptica

AUGUST 19, 2020

Demonstrating this, the results of the Institute of Customer Service’s latest UK Customer Satisfaction Index show that levels of CX are worsening, with the overall score down from Summer 2019 and well-below the high point recorded in mid-2017. How can this be fixed? What would my mother think about this?

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Alida

SEPTEMBER 22, 2016

Mike Thiede, customer experience consultant at Alliant Energy, agreed, saying that continuous engagement is required to ensure your customer personas reflect changes in preference and taste. RELATED STORIES: Finding power in feedback: How Alliant Energy drives award-winning customer experience [blog post].

2016 267

2016 Innovation Marketing Insights 267

West Monroe

JUNE 29, 2017

Welcome to 2017, folks! This trend is good for customers as newcomers tend to compete on price offering increasingly higher interest rates, with current leading rates at 1.25%-1.3% on liquid savings accounts (as of June 2017). The post Good News for Banks and Customers, It’s No Longer a Zero-Sum Game!

Banking 53

Banking 2008 2017 Retail 53

BirdEye

NOVEMBER 20, 2023

When customers have a recommendation from a friend, they are 4x more likely to make a purchase. In this blog post, we’ve listed out 20 best referral marketing software tools to level up your referral game. million registered users by 2017. They chose to use referral marketing to get more customers to open savings accounts.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

Thematic

DECEMBER 5, 2018

Customer professionals said their biggest barrier was the inability of translating customer insights into business operations. 3 benefits to improve customer retention with analytics. Only focus on high-quality leads.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

Clarivate

DECEMBER 6, 2018

The CFN Insight software platform was launched early last year and was included as a Leader in the 2017 Aragon Research Tech Spectrum report for Customer Journey Mapping. We’re thrilled to have won this Innovation Award, and to lead the effort to bring CX benefits to every company” said Kerri Nelson, CEO of CustomersFirst Now.

Customer Journey Mapping 49

Customer Journey Mapping 2018 Customer Journey Innovation 49

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

CX Journey

JANUARY 17, 2018

This post was originally published on his blog on October 2, 2017. Over the last 12 years he’s created, lead and improved customer insight teams across Lloyds, TSB, Halifax and Scottish Widows. He’s delivered incremental profit of over £10m pa and improved customers’ experiences. Do you have a stakeholder map?

Fashion 51

Fashion 2017 Insights Management 51

Comm100

DECEMBER 1, 2017

The scores are as follows: Reducing customer effort for transactional/informational issues (4.22/5). Gaining customer insights from digital touchpoints (3.94/5). Honoring customer channel preference (3.78/5). Better qualifying customers (3.63/5). Recommended for you : Missing Customer Feedback?

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Bold360

FEBRUARY 16, 2017

With customer insight analytics , data is gathered every time a visitor asks a question or seeks guidance. This kind of customer intelligence and Voice of the Customer insight is based on real conversations, not guesswork, and helps you work out the issues behind the questions your customers are asking.

2017 80

2017 White Paper Events Customers 80

Kerry Bodine

JANUARY 27, 2018

As part of that effort, I recently took a look back at our most popular posts of 2017—and I wanted to share them with you here. Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. Number 1: The 4 Types of Customer Journey Maps. I hope they inspire your work for 2018!

2017 0

2017 Customer Journey Mapping Customer Experience Workshop 0

Forrester's Customer Insights

OCTOBER 17, 2018

This blog post is part of Forrester’s Holiday 2018 retail series. Online holiday shopping in the US is set to grow to $151 billion this year, up 14% from $133 billion in 2017. Total holiday sales will grow at a more conservative 1.7%. All told, we see approximately one-fifth of all US holiday shopping this […].

2018 41

2018 Sales 2017 Retail 41

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is a Speaker, Author, and Customer Success Influencer.

2020 132

2020 Customer Experience Magazine Consulting 132

Lumoa

JANUARY 11, 2022

For that, leaders should stop spending all their time collecting and analyzing by trusting it to the right tools and spend time on driving product and customer experience changes by looking at the results of customer feedback. It is all-in-one SaaS platform for collecting and analyzing customer feedback, including NPS feedback.

NPS 103

NPS Net Promoter Score Feedback Multi-Channel 103

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Arie Goldshlager.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Arie Goldshlager.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Lumoa

FEBRUARY 9, 2023

. “It’s every contact the customer has with your people, your product, and the way it is delivered. According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. It includes service, packaging, the actual product itself and more.”

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Lumoa

MARCH 20, 2018

"It’s every contact the customer has with your people, your product and the way it is delivered. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Social media is a powerful tool when it comes to customer experience.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi.

2016 111

2016 2017 Customer Experience Social Media 111

Chattermill

AUGUST 29, 2018

A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). For more insight on Google BigQuery check out this blog here. That’s strong uptake, considering it has only been available since 2012. Visualisation. But that data needs to be presentable.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). For more insight on Google BigQuery check out this blog here. That’s strong uptake, considering it has only been available since 2012. Visualisation. But that data needs to be presentable.

Technology 40

Technology Customer Experience Consulting Customers 40

Lumoa

MARCH 20, 2018

"It’s every contact the customer has with your people, your product and the way it is delivered. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Social media is a powerful tool when it comes to customer experience.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Pointillist

APRIL 17, 2019

Customer Data Platforms (CDPs) The hype around Customer Data Platforms (CDPs) is at an all-time high. According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. What are Customer Data Platforms? By some estimates, there are more than 80 vendors claiming to offer CDPs.

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51

Currency Alliance

FEBRUARY 26, 2019

If high integration cost can be removed from the equation, you will find a great many potential partners, that your customers shop with, that can be tested to see what appeals to each segment. I’ve blogged extensively about how partnerships are crucial to an effective loyalty program. You can read our blog on loyalty coalitions here.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Alida

DECEMBER 20, 2017

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Subscribe to the Vision Critical blog newsletter for more stories like these in 2018. Insight-driven businesses take off. According to Forrester, insight-driven businesses are on track to steal $1.2

2017 154

2017 Retail Insights Innovation 154

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101