Wootric

JUNE 13, 2019

You’ve watched brands in a variety of industries revamp their customer-facing operations to improve the consumer’s experience. You may have even begun investing in improving your brand’s customer experience in a variety of different ways. This is where customer experience enablement comes in. We promise.).

Customer Experience 69

Customer Experience Communication CEM B2B 69

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

SurveySparrow

OCTOBER 25, 2019

I bet every business guru you turned to advised you to create a customer experience strategy to enhance customer experience, didn’t they? Companies with successfully implemented customer experience strategies are found to achieve higher customer satisfaction, increased revenues, and reduced customer churn.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Retently

AUGUST 9, 2018

Compare that to one of their competitors – Fiat Chrysler’s Dodge Dart, a vehicle that was only backed by product development and no Voice of the Customer research. That example alone showcases how much the Voice of the Customer process can impact product development and innovation. VoC Data Can Improve Marketing Campaigns.

Feedback 93

Feedback Insights CEM Net Promoter Score 93

Ian Williams

NOVEMBER 15, 2015

CX (Customer experience) is the real deal. In fact, in a survey undertaken by Gartner in 2014, 89% of marketers stated that they expect to compete primarily on the basis of CX by the year 2016. These include customer research, customer satisfaction and loyalty, to name but a few. Is CX a completely new concept?

Customer Journey Mapping 142

Customer Journey Mapping Customer Journey CEM Blog 142

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. Billion in 2016 USD 13.18

CEM 122

CEM Customer Experience Customer Centricity ROI 122

Gainsight

DECEMBER 23, 2019

At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. Prior to Optimize, Adam was head of customer experience at ClearSlide where he reduced churn and increased the win rate by 15%. So what was it like, that interaction?

Customer Success 52

Customer Success Customers Sales Metrics 52