ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Account Teams in B2B Voice of the Customer: Help Me Help You. One size does not fit all.

Customer Experience Management 54

Customer Experience Management Customer Experience Management B2B 54

Clarabridge

SEPTEMBER 21, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. This sort of thinking has to beg the question: why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?

Workshop 45

Workshop Touchpoint Average Handle Time Insurance 45

Michelli Experience

JULY 25, 2017

In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between businesses and customers. Every touchpoint in the brand will be examined and refined. Every department will be mobilized.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years.

Customer Experience 56

Customer Experience Definition Interaction Customers 56

Smith+co CX

SEPTEMBER 14, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. Why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?” NONE of these metrics instils a ‘customer experience’ mind-set.

Workshop 39

Workshop Touchpoint Average Handle Time Insurance 39

ENGAGE.cx

OCTOBER 28, 2015

The leading system for figuring out what marketing tactics are influencing and driving purchases is multi-touch attribution (MTA), which is shaping up to be one of the most important digital marketing tactics of 2016. Every customer grouping experiences a brand in different and unique ways.

Multi-Channel 49

Multi-Channel White Paper 2016 Metrics 49

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Team HGS

JUNE 14, 2017

3, The Beginning of Channel Guidance, highlighting strategies designed to reduce the burden on the customer for an improved and frictionless CX to ultimately drive a higher CSAT and NPS score for your business. According to Matt Dixon, author of The Effortless Customer Experience, “Channel choice was an idea companies invented.

2017 52

2017 Multi-Channel Average Handle Time 2016 52

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

Smith+co CX

SEPTEMBER 14, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. This sort of thinking has to beg the question: why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?

Workshop 28

Workshop Touchpoint Average Handle Time Insurance 28

LiveChat

OCTOBER 31, 2019

We live in a culture of instant gratification, and consumers expect a fast and convenient customer experience from brands 24/7/365. So, the ability to deliver an outstanding and unique customer experience is key to effective customer acquisition and retention. 4 automation strategies to improve customer loyalty.

Loyalty 57

Loyalty Call Center Return on Investment Consumers 57

Qualtrics

MAY 1, 2019

Since founding Holly Palmer Consulting in 2016, she has presented at industry conferences on topics including creating a relationship fundraising culture, how to improve donor retention and how to design a meaningful alumni research study. Key action: Ask for feedback at every touchpoint; don’t just rely on surveys.

Engagement 39

Engagement Events Workshop Social Media 39

Beyond Philosophy

DECEMBER 16, 2021

Dajani is based in Dubai and is responsible for Digital and Customer Experience Transformation for MEA, Turkey, India, and Oceania. . Dajani ensures that Nissan provides a seamless, frictionless, enjoyable, and memorable experience at every touchpoint, from the website to the app to the service centers and showrooms.

ROI 78

ROI Events Sales Leadership 78

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

BirdEye

APRIL 24, 2023

This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods. Sales cycle: B2B usually has a longer sales cycle involving multiple touchpoints, as purchasing decisions are more complex and require approval. Why is digital marketing important?

Marketing 93

Marketing Social Media B2C Advertising 93

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? They’re important questions because customer scenarios differ in each case.

B2B 86

B2B Customer Experience Customer Experience Management Customer Journey Mapping 86

ClearAction

OCTOBER 25, 2018

Thankfully, many companies have been migrating away from product-centric, month/quarter-end-centric and competitor-centric marketing, toward putting the individual or most profitable customer at the center of marketing design and delivery. Half of B2C companies and a third of B2B companies have a dedicated customer experience budget.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

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

ClearAction

AUGUST 16, 2019

Meaningful customer engagement requires that companies remain diligent, predictive and proactive”, reports a Forbes Insights and Pegasystems 2017 survey. What is customer engagement? Ensure your marketing is centered on customers’ well-being from their perspective to maximize both immediate and long-term rewards.

Customer Centricity 48

Customer Centricity Customer Engagement Engagement 2018 48

Pointillist

NOVEMBER 11, 2019

.” Today’s call centers must balance many priorities while maintaining an intense focus on customers. must now focus on achieving performance excellence across all three key priorities: customer experience, cost optimization, and revenue maximization. To resolve this late fee, the customers reach out to the bank.

Call Center 74

Call Center Metrics Multi-Channel Banking 74

John Paul

JULY 26, 2018

To stay relevant, concierge and customer loyalty companies must speed up the pace of innovation and adopt new strategies, while also striking the right balance between dedicated human interaction and digital automation. Here are five specific technologies that will change the concierge landscape this year.

2018 45

2018 Technology Hospitality Hotels 45

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. We now call these API-first, backend systems ‘headless’ because the customer-facing (head) component is no longer tightly integrated.

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59