SuiteCX

JANUARY 19, 2015

It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements. 10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

Hello Customer

MAY 17, 2020

CEO Leslie Cottenjé: “The coronavirus has placed the relationship between companies and their customers under a magnifying glass. More than ever businesses realise the importance of listening to customers, especially now that personal contact has been absent for some time and online sales are booming.

2015 52

2015 2013 B2B 2014 52

Thematic

DECEMBER 5, 2018

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). Customer professionals said their biggest barrier was the inability of translating customer insights into business operations.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. A Decline in Revenue It goes without saying that a drop in customer loyalty will result in a direct fall in revenue. Sales surged , and their stock prices skyrocketed.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Tricia Morris

AUGUST 21, 2015

When asked what will be the most important business priority in their organization 12 months from now, respondents said (1) building strong relationships with customers over (2) promoting the company, product and/or brand. We are living in a post-sale, on demand, attention economy. ~ Ray” Wang. Kate Leggett. ” 11.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

Maz Iqbal

DECEMBER 30, 2014

So in this final conversation of 2014, I want to share with you my thoughts on what it takes to become great; greatness necessarily involves effecting significant and substantial change. Or the customer journey mapping? IVR) have they taken you to the heights of sales effectiveness and/or customer service delight?

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. finding customer acquisition channels that are highly scalable, repeatable, and profitable. . Large enterprises require: a dedicated CSM, on-demand human training, custom configurations, 3rd party software integrations, etc.

Customer Retention 52

Customer Retention Customers Customer Success 2014 52

SurveySparrow

FEBRUARY 18, 2024

Integration Here are some big players to name a few: Zapier Google Drive Microsoft Teams Hubspot Mailchimp Power BI Salesforce Suitable For Medium to large enterprises, Marketing and sales professionals, Customer service teams, Human resources professionals, hospitality and tourism industry. 5 Capterra 4.8/5 5 Capterra 4.6/5

2024 52

2024 Multi-Channel E Commerce Tourism 52

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

SurveySensum

JULY 14, 2020

Shane Goldberg has 20 of experience across customer experience, business improvement, sales operations, and product management. James has worked with both start-ups & top S&P 500 organizations, including co-founding a successful iGaming business that was successfully exited through sale to a U.K. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

inmoment

JUNE 1, 2020

Since the pandemic transcended into Australia/New Zealand in early 2020, InMoment’s APAC Sales Director Simon Benns has seen an interesting shift toward an empathy economy. Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.”

Customer Experience 69

Customer Experience Feedback Insights NPS 69

SurveyGizmo

JULY 13, 2018

If you work in a company with $10M+ in annual sales/revenue, you probably have a market research department (often also called “customer insights” or “shopper insights”). Are you a customer insights/market research manager?

Brands 51

Brands Marketing E Commerce E-support 51

delighted

OCTOBER 22, 2019

The team decided to use NPS as one of their key metrics for measuring exactly how a customer felt about their Bonobos experience and whether or not the customer would be willing to refer Bonobos to friends or family. At the beginning of 2014, the company experimented with adding an extra step to the shipping process.

Net Promoter Score 41

Net Promoter Score NPS Measurement Feedback 41

Forrester's Customer Insights

OCTOBER 3, 2018

On October 6, 2014, Flipkart launched “Big Billion Day,” which falls during the festive season in India that accounts for 40% of key Indian brands’ total annual sales. Now in its fifth year, Big Billion Days has become a five-day event; this year, it starts on October 10 — the same day that Amazon will […]

Sales 36

Sales 2014 Events Brands 36

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Thematic

SEPTEMBER 6, 2018

The idea is that customers who were willing to recommend the brand to actually did so. They capture customers’ testimonials on video and create case studies. These are then leveraged by the sales force to target responses and ultimately increase sales. Just 2% of guests were detractors!

Net Promoter Score 54

Net Promoter Score NPS Feedback Metrics 54

SmartKarrot

APRIL 20, 2022

The success or failure of loyalty programs tells a lot about the product, service, and customer behavior. These insights can further be used to enhance the product, sales & marketing, and partnership departments. This is a key reason businesses should invest in building customer loyalty, and loyalty programs help.

Loyalty Programs 11

Loyalty Programs B2B Loyalty Rewards Programs 11

delighted

JANUARY 7, 2020

Fueled by big data, AI is reshaping how brands scale their businesses, improve product offerings, and connect with customers. According to Gartner, 30% of all B2B companies will employ artificial intelligence to augment at least one of their primary sales processes by 2020. Kick off your CX journey with a free trial.

2020 40

2020 Brands Customer Experience Feedback 40

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer. lift in recorded sales.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52

Forrester's Customer Insights

NOVEMBER 7, 2014

Blogged in collaboration with Rebecca McAdams, Research Associate, serving Customer Insights professionals. Marketers are jumping at the chance to connect with their customers through proactive marketing campaigns and even through non-marketing interactions. customer purchase path measurement. Well, look no further.

2014 35

2014 Metrics Measurement Download 35

Bold360

NOVEMBER 21, 2016

Over time, the number of customer service emails has fallen sharply and sales have increased. All this happened by listening to customers, hearing their questions and concerns, and answering them in a direct and public way, in a format that made it easy for them to find their own solutions. Dean Heckler.

2016 111

2016 2017 Customer Experience Social Media 111