Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. VoC tools capture customer feedback, storing it in one place.

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. If you misunderstand the customer experience, any strategy to improve it will fall short.

Customer Experience 52

Customer Experience Definition Net Promoter Score 2023 52

SurveySensum

OCTOBER 27, 2023

In today’s digital landscape, where your online reputation has the power to determine your B2B business’s fate, customer feedback stands as the cornerstone of your success. And when we say customer feedback, we mean every facet of it – not just the good but also the criticisms. Can I ever recover from this?”

B2B 52

B2B Social Media Feedback Customer Satisfaction 52

CSM Magazine

NOVEMBER 5, 2021

Effective campaigns through analytics : Most mobile platforms come with analytics and data collection programs to help you determine trends, which you can take advantage of. The B2B mobile market is steadily growing. However, you should know that even business-to-business (B2B) clients are now reachable through mobile as well.

Marketing 52

Marketing Social Media B2B Telecommunications 52

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Currency Alliance

NOVEMBER 4, 2022

Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Shutting down the loyalty programs was a huge strategic mistake by the banks. Next, we explain how to increase the perceived value of your loyalty currency, so that your loyalty program is more effective, and the ROI increases.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Currency Alliance

DECEMBER 7, 2021

I encourage you to keep experimenting because the constraint with AI is not the technology, but the lack of sufficient or clean data – two aspects covered by our Loyalty Imperatives. Most programs do a fairly good job focusing on frequent customers. Customer centricity implies that you build solutions around customer needs.

2030 52

2030 Loyalty 2022 Loyalty Programs 52

Oracle

JULY 15, 2019

In many ways, the expectations of these two demographics converge, but there are critical differences to hone in on as you create targeted customer experience strategies. Long-term relationships vs in the moment experiences. How generations shape the B2B experience. Generation X vs Millennials – A CX perspective.

B2B 64

B2B Entertainment Consumers Loyalty Programs 64

Kustomer

JANUARY 11, 2022

With the growth of e-commerce, businesses can now sell in a global marketplace. Of course, one potential barrier to operating in a global marketplace is the fact your customers could be in any timezone. Of course, one potential barrier to operating in a global marketplace is the fact your customers could be in any timezone.

Customer Service 98

Customer Service E Commerce E-support Customer Retention 98

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Blog 103

Blog Loyalty Programs Loyalty Lifetime Customer 103

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. The ability to capture the voice of your customer and act on these insights can separate your brand from competitors in the industry.

B2B 59

B2B B2C Transportation Voice of Customer 59

Currency Alliance

DECEMBER 11, 2023

For this reason, only very large partners end up collaborating even though the loyalty program members engage with thousands of medium or smaller potential partners on a daily basis. This is a major opportunity cost for every loyalty program. This workload can now be greatly reduced.

Loyalty 52

Loyalty Loyalty Programs Document Brands 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

SurveySensum

OCTOBER 5, 2020

Do you want to proactively prevent customer churn? Do you want to understand what your customer is looking for? You need to ask those questions at the right time throughout the customer life cycle. It will tell you at what different stages you should launch customer surveys to collect feedback. . CES Survey.

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

Optimove

JANUARY 16, 2024

In addition, we are honored by our partners, employees, and investors who have been instrumental in helping Optimove create the first Customer-Led Marketing Platform to uphold our promise: to unleash brands’ full potential so they can gain their customer’s loyalty for life.

2023 52

2023 Net Promoter Score 2012 2024 52

Strativity

APRIL 24, 2017

However, before an employee can even begin to actualize those successes they have built up in their mind, they must first go through the routine of the onboarding experience. One such innovation is “Employee Journey Mapping,” which is becoming more and more common among organizations who seek a more enhanced employee experience.

Employee Experience 55

Employee Experience Workshop Consulting Presentation 55

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. Companies who understand their customers reap the benefits.

Feedback 54

Feedback Net Promoter Score NPS 2014 54

ProProfs Chat

MAY 31, 2019

Be it our personal relationships or even the relationship we have with the customers. For a business organization, having a loyal customer base is essential for success. Because: Keeping an existing customer costs up to five times less than winning a new one. How to Cultivate Customer Loyalty. Share Customer Experiences.

Loyalty Programs 66

Loyalty Programs Loyalty Net Promoter Score Omnichannel 66

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. He leads a global organization of nearly 3,000 team members and over 25,000 contractors who support Dell EMC customers in more than 140 countries. Today, Robb leads field services for Sleep Number ( www.sleepnumber.com ).

2023 41

2023 Management Automotive Leadership 41

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Retently

MARCH 26, 2024

By taking a thoughtful and thorough approach to the selection process, you’re setting the ground for richer insights, better decisions, and a more connected relationship with your customers and employees. User Experience The complexity of a survey platform can be a double-edged sword. Why Look Beyond Qualtrics?

2024 78

2024 Multi-Channel NPS Feedback 78

SurveySparrow

MARCH 29, 2023

With the increasing number of eCommerce stores, business owners should find ways to streamline the experience of their customers. This is where mapping the ecommerce customer journey becomes important. The typical ecommerce customer journey can take days, and it can involve multiple channels. And that is no longer true.

Customer Journey 52

Customer Journey 2023 Customer Journey Mapping Touchpoint 52

Currency Alliance

JUNE 16, 2020

Of course, the Awards entrants are only a tiny sample from industries that have hundreds or even thousands or loyalty programs. Loyalty had evolved into a fairly segregated marketing function, but many of this years’ entries were more comprehensive, loyalty-enabled marketing programs. The program is actually called, ‘ Voxi Drop ’.

Magazine 52

Magazine Loyalty Innovation 2020 52

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Customer Success 52

Customer Success Net Promoter Score Multi-Channel ROI 52

Beyond Philosophy

AUGUST 25, 2019

For example, your business might go under if you treat too many people like family and not enough like customers. If it is something that requires customers to decide to go with you again and again, then a more relational perspective can help. This relationship is the basis for most b2b organizations. We changed our approach.

Customer Expectations 143

Customer Expectations Interaction Customers Loyalty 143

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

PeopleMetrics

APRIL 15, 2015

Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. So, if you need to find a new Voice of the Customer solution, this post is for you. What advice and guidance do you offer your clients when it comes to survey and program design? And, well, you’d be mistaken.

Net Promoter Score 82

Net Promoter Score Feedback ROI Customers 82

Confirmit

NOVEMBER 15, 2017

One of the industries that’s really started to embrace Customer Experience in recent years is the pharmaceutical market. Many pharma businesses have an interesting, not to say complex, relationship with clients, with many of them being B2B companies who also engage with end customers as part of their marketing strategy.

Return on Investment 40

Return on Investment Effort Score Events Insurance 40

Strativity

APRIL 24, 2017

However, before an employee can even begin to actualize those successes they have built up in their mind, they must first go through the routine of the onboarding experience. One such innovation is “Employee Journey Mapping,” which is becoming more and more common among organizations who seek a more enhanced employee experience.

Employee Experience 40

Employee Experience Workshop Consulting Presentation 40

Currency Alliance

DECEMBER 13, 2018

Reward programs still have an important part to play in this effort; but they are only part of the picture. YouGov data from the UK shows that even the youth demographic – supposedly disloyal – thinks that points programs “are a good way for brands to reward customers and 59% think all brands should offer one.”.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

SurveySparrow

AUGUST 22, 2022

A tool to transform feedback into insights to deliver an experience that customers want to share. An excellent reputation management software built for customer-driven marketing. This survey software is easily one of the best omnichannel platforms focusing on enhancing the overall customer experience for its clients.

2022 52

2022 Social Media Demo ROI 52

Education Services Group

SEPTEMBER 29, 2020

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios. Absolutely.

Sales 52

Sales Customer Success Leadership B2B 52

Beyond Philosophy

JULY 19, 2016

In a recent New York Times article , writer Frank Bruni laments the erosion of higher education as a result of the growing adoption of a consumer model positioning students as customers and colleges as mere providers of goods and services. Are you building your customer experience strategy around what you actually sell?

Entertainment 68

Entertainment Hospitality Healthcare Government 68

Centercode

APRIL 9, 2020

The Delta ’20: Virtual Customer Validation Conference saw over 400 Customer Validation professionals from companies like Bose, Roku, Autodesk, TechSmith, and countless others. They also asked a lot of eye-opening questions — both about the current state of customer testing and what’s in store for the future.

Roadmap 72

Roadmap Demo 2020 Definition 72

Strativity

JULY 16, 2020

We make a material impact through radical collaboration that ignites growth for the world’s top B2C and B2B brands. Material Experience – Deep human understanding is our jumping off point for delivering better campaigns, products, services, and experiences. It starts at the core of what we do. A Material Impact.

Consulting 52

Consulting B2C Loyalty Programs Social Media 52