NICE inContact

MARCH 8, 2018

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. At Interactions 2018, you’ll be interacting with your peers from other business segments in addition to industry experts. You can still register at the early bird rate now through April 13, 2018.

2018 48

2018 Interaction Management ROI 48

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) How do we show ROI?

2018 37

2018 2005 2019 ROI 37

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! Want to know how to get the ROI out of Dreamforce? And there’s so much to do and see! To get the most out of the week I’ve put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! Have colleagues not attending DF?

2018 75

2018 Workshop Demo Contact Center 75

Currency Alliance

JUNE 21, 2018

In brief: what we’d fully expected (and set out in our ‘ Top Loyalty Trends ’ blog several months ago) was large scale proliferation and diversification of loyalty marketing, as brands beyond established loyalty sectors discovered how better customer experience could deliver bigger ROI. Smarter Investments in Customer Experience.

Magazine 45

Magazine 2018 Loyalty Multi-Channel 45

Lithium

JUNE 11, 2019

Outline of Topics covered: Common settings for discussion styles, including Forums, Blogs, Ideas and the Tribal Knowledge Base. ROI Connection. Learn how to identify, define, and measure ROI for customer care. Audience: Beginner/Intermediate Community Managers and Administrators. Prerequisites : None. Permissions and roles.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Outline of Topics covered: Common settings for discussion styles, including Forums, Blogs, Ideas and the Tribal Knowledge Base. ROI Connection. Learn how to identify, define, and measure ROI for customer care. Audience: Beginner/Intermediate Community Managers and Administrators. Prerequisites : None. Permissions and roles.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Outline of Topics covered: Common settings for discussion styles, including Forums, Blogs, Ideas and the Tribal Knowledge Base. ROI Connection. Learn how to identify, define, and measure ROI for customer care. Audience: Beginner/Intermediate Community Managers and Administrators. Prerequisites : None. Permissions and roles.

Workshop 40

Workshop 2018 Social Media ROI 40

Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. Put these together and it is vital that VoC programs deliver real ROI if they are to continue to win investment and drive improvements.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. The post How to Improve Your Customer Satisfaction Score (CSAT) Score appeared first on GetFeedback Blog.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

NICE inContact

OCTOBER 24, 2018

If you haven’t already, you can register now through November 30, 2018 at the amazing Super Save rate of just $1,095, which includes all training sessions. It spells out all the benefits, including ROI, and why Interactions 2019 is a can’t-miss event!

2019 48

2019 2018 ROI Events 48

GetFeedback

NOVEMBER 30, 2018

Actually, according to the 2018 Customer Service Benchmark report , the average live chat response time is just two minutes, whereas the average response time for an email is 12 hours. The post The Ultimate Playbook for Live Chat Customer Service appeared first on GetFeedback Blog. Try GetFeedback for free today.

Customer Service 236

Customer Service Customers Presentation 2018 236

GetFeedback

SEPTEMBER 20, 2019

Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. A 2018 CustomerThink study found that firms may start out using NPS or CSAT, but over time tend to use multiple metrics including composite indicators that can be proven to link to desired business outcomes. . Free CSAT Calculator.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

CSM Magazine

MARCH 28, 2018

Here are five small steps you can take towards growing your business in 2018. blog posts), however, this might not be enough anymore. If you’re investing a substantial amount of budget and effort into running several marketing campaigns, determining whether and where you are receiving the highest return on investment (ROI) is crucial.

2018 40

2018 Social Media E Commerce Return on Investment 40

Optimove

NOVEMBER 28, 2019

This year’s research database – while statistically significant with more 750K customers and almost 950K orders placed between Thanksgiving and New Year’s Eve of 2018 – focused on retail brands only, to pinpoint more relevant holiday shopping behavior. The Insights. repeat customers’ ?average number of items per order?was

2018 59

2018 2017 2016 Retail 59

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. P.S. What did you think of this blog post?

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Whether engaging the newest technologies or relying on live agent support, one thing is for sure: Contact Centers can help you increase ROI during the holidays, and have happier customers. . . .

Contact Center 60

Contact Center Management Call Center 2018 60

Michel Falcon Experience

APRIL 23, 2019

I spend a few hours a week studying other companies and use their stories as motivation to constantly strive to be better than we are today (as of writing this blog post our Net Promoter Score is 79). As you read this blog post, I suggest you think, “why not us?!”. What’s my secret? Why can’t WE lead our industry like this?

Customer Experience 95

Customer Experience Customer Service Workshop Net Promoter Score 95

Call Experts

MAY 2, 2019

It is essential to focus on the ability of agents to develop secure connections with callers and your ROI. More Blogs Menu. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. Telephone Etiquette.

Contact Center 56

Contact Center Call Center 2018 Effort Score 56

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Whether engaging the newest technologies or relying on live agent support, one thing is for sure: Contact Centers can help you increase ROI during the holidays, and have happier customers. . . .

Call Center 49

Call Center Management Contact Center 2018 49

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. An Intense Focus on Outcomes and ROI.

2018 74

2018 Customer Success ROI Return on Investment 74

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. Lower customer churn and higher revenue growth. Increase in sales / upsells and referrals. More reviews and testimonials.

Net Promoter Score 60

Net Promoter Score Customer Success NPS Culture 60

Tricia Morris

OCTOBER 28, 2015

According to Gartner Research VP and Distinguished Analyst Michael Maoz in his research note Knowledge Management Will Transform CRM Customer Service , “by 2018, the rapid creation and retrieval of relevant content (KM) will be a key attribute of leading enterprises.” and how to measure ROI. . and how to measure ROI.

2016 83

2016 Virtual Agent ROI 2015 83

Integrity Solutions

MARCH 3, 2020

Both in 2018 and 2019, we polled CCW attendees about the critical issues they’re facing in two overarching categories: agent challenges and operational challenges. If you can spread it in your organization, the ROI is extraordinary.” Empowering Your Contact Center Managers to Act. Make coaching part of the culture.

Contact Center 62

Contact Center 2018 2019 Events 62

Eptica

FEBRUARY 6, 2019

Listening to customer insight can help deliver these changes, and ensure they deliver ROI. Reviewing 2018 – our top 10 blog posts from the year. The key to success here is to have an ongoing, rigorous process that identifies and implements change opportunities that will drive continuous incremental improvements to CX.

2008 73

2008 White Paper 2019 Automotive 73

Bizagi

JANUARY 24, 2019

Reduced costs – UiPath reports that RPA projects can reduce costs by up to 80% with most companies seeing a positive ROI in less than a year. From 2018 to 2019, global spending on RPA software is estimated to increase by 57% to $680million, proving its popularity as the technology matures. Why is RPA so popular right now?

Webinar 68

Webinar 2018 Banking 2019 68

Optimove

JUNE 16, 2022

According to “The State of Fashion Technology,” a new report by McKinsey and Business of Fashion, since 2018, the global average CPM on Facebook has increased by almost 17% per year. And as mobile commerce is growing at a rapid pace, the ROI issue is only getting more and more noticeable.

ROI 52

ROI Marketing Fashion Advertising 52

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! Lesson #1 – CX ROI is a very big topic both within CXPA and the B2B community in general.

Customer Experience 60

Customer Experience Events CEM ROI 60

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! Lesson #1 – CX ROI is a very big topic both within CXPA and the B2B community in general.

Events 60

Events CEM ROI Customer Satisfaction 60

Optimove

APRIL 21, 2022

In 2018 she began teaching a class called Psychology and the Good Life, which quickly became one of Yale’s most popular courses; nearly a quarter of the undergraduate student body enrolled in the first year it was offered. Laurie Santos is a renowned psychology professor at Yale University. Marketing Manager at Paper Source.

E Commerce 52

E Commerce Multi-Channel Touchpoint Social Media 52

ReviewTrackers

JULY 23, 2018

Other forms of content include webinars, case studies, gated guides, and blog posts. According to the 2018 Online Reviews Survey , 94 percent say that a negative online review has convinced them to avoid a business. A report even found that as much as 83 percent of marketers believe that managing reviews “absolutely” delivers good ROI.

Social Media 63

Social Media Marketing Multi-Channel ROI 63

Strativity

MAY 30, 2018

Given this, we analyzed the returns of leaders in customer experience (using the Temkin Group Q1 2018 Consumer Benchmark Survey) in a collective index versus those of the S&P 500 over the past 10 years. Temkin Group Q1 2018 Consumer Benchmark Survey . January 2, 2018). The results are striking.

2009 58

2009 Customer Experience Marketing 2018 58

Oracle

NOVEMBER 16, 2020

We’re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Oracle Markie Awards and its categories, finalists, and winners. The first finalist, WebContinental , believes that ROI is simply a way of life. Keep consumers cool with an exceptional ecommerce platform.

ROI 40

ROI Sales Financial Government 40

Clarivate

JANUARY 29, 2019

Case Study: DTN’s COO Mark Holland gave us some great insights about the benefits of focusing the company culture on journey mapping and how that has improved customer experience and has had a great ROI. She talked about how to gain CX buy in from executives using ROI and share price. CX Bootcamp June 2018 Webinar.

Customer Journey Mapping 65

Customer Journey Mapping Webinar ROI Employee Experience 65

C3Centricity

MAY 25, 2020

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge to understand your customers. Is this your case?

Technology 77

Technology Information Consumers Retail 77

Thematic

OCTOBER 8, 2018

But for 2018, the company set itself an ambitious goal: to significantly improve their transactional NPS. She has recognized the ROI to business in such a short period of time. Do you measure transactional Net Promoter Score (NPS)? Understand customer priorities and find insights.

Net Promoter Score 59

Net Promoter Score Telecommunications NPS 2018 59

ClientSuccess

APRIL 25, 2018

For those just joining our blog series CSM from the Trenches , welcome. Let’s move forward with this week’s blog post! On April 18, 2018 I introduced a presentation called “3 Essential Pre-onboarding Principles” at a local Customer Success meet-up in Utah. What 6-12 months ROI looks like. Current pain points.

Blog 42

Blog Sales Customer Success Presentation 42

Chattermill

MAY 23, 2018

by Dmitry Isupov on 24 May 2018. CX has strong ROI. The major difference compared to traditional marketing is that the ROI in CX can be measured a lot more robustly (CFOs will love this). CX Will Do a Lot More Good Than Marketing. customer experience. Also Marketing will soon report into CX. colourful crowd. Dmitry Isupov.

Marketing 40

Marketing NPS ROI Consumers 40