Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 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.

2017 48

2017 B2C 2016 B2B 48

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

2017 85

2017 Consumers Customer Connectedness ROI 85

Alida

SEPTEMBER 22, 2016

DEWALT’s award-winning insight community has resulted to savings of over $1 million in study costs this year and close to $6 million since its launch. RELATED STORIES: How DEWALT uses customer insight to accelerate innovation [customer story and video]. Enhance marketing with customer insight.

2016 267

2016 Innovation Marketing Insights 267

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

2018 58

2018 2017 B2C B2B 58

BirdEye

NOVEMBER 20, 2023

It offers customizable campaigns, real-time tracking, and powerful analytics, helping businesses to identify key influencers and track ROI. InviteReferrals InviteReferrals offers a wide range of features, including in-depth customer insights and the ability to customize campaigns. million registered users by 2017.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

Currency Alliance

JUNE 11, 2017

That is good news for everyone because for merchants ´opening-up´ their loyalty ecosystem, they stand to double or triple the customers participating – with only a linear increase in cost. Stated a different way, ROI from loyalty marketing investments could grow exponentially with a few tweaks that put the customer´s interests first.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Travel 52

Qualtrics

DECEMBER 8, 2016

Last year more than 2,300 attendees made Summit the one-stop event for insight leaders at every stage of sophistication. 2017 will be even bigger with three tracks, world-famous thought leaders on the main stage, and more than 60 breakout sessions. Find your own track and a few teaser sessions at the 2017 Insight Summit.

Insights 20

Insights 2017 ROI Innovation 20

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Formal onboarding strategies and programmes (Figure 3) yield a very good return on investment (ROI).

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Formal onboarding strategies and programmes (Figure 3) yield a very good return on investment (ROI).

Customer Experience 49

Customer Experience Sales Customers ROI 49

Forrester's Customer Insights

NOVEMBER 6, 2018

Adoption has now slowed (51% adoption in 2017; 53% adoption in 2018). And budgets remain low in contrast to the ROI and transformation expectations for AI (under $2M […]. Last year, Forrester predicted that firms would struggle with new technologies, particularly artificial intelligence.

2019 50

2019 2017 2018 ROI 50

Forrester's Customer Insights

APRIL 19, 2018

In 2017, 92% of global B2B marketing decision makers said that improving the ROI of marketing or effectiveness of marketing would be among their top marketing initiatives over the 12 months that followed. Turns out this was a bit of a pickle, because 77% of the same group of respondents said that lacking the ability […]

B2B 47

B2B Metrics Marketing 2017 47

Lumoa

JANUARY 11, 2022

Improves Business Profit The business profit comes from the customers, and if your customers are happy with your brand, they will come back. Aiming for a high NPS score will help you in increasing your profit and achieve a high ROI on your customer experience. NPS surveys or full NPS analytics?

NPS 103

NPS Net Promoter Score Feedback Multi-Channel 103

Currency Alliance

MAY 20, 2024

In the case of a typical middle-income customer, this would mean the bank is missing out on hundreds, if not thousands of dollars of incremental revenue per year. A further benefit is the ability to use these richer customer insights to better price the bank’s own products and services.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. She is a Speaker, Author, and Customer Success Influencer. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

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

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. Without measuring the ROI of customer experience, all the efforts will be futile.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

Help Scout

JUNE 22, 2021

The ROI of great customer service. “We We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” As you can tell, excellent customer service is a name maker, no matter what your industry.

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

Chattermill

AUGUST 29, 2018

A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). Nunwood offers services in customer insight and planning, and customer experience design and consulting, making it a one-stop shop for anyone who needs an expert to help design a winning CX program.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). Nunwood offers services in customer insight and planning, and customer experience design and consulting, making it a one-stop shop for anyone who needs an expert to help design a winning CX program.

Technology 40

Technology Customer Experience Consulting Customers 40

Currency Alliance

FEBRUARY 26, 2019

Customer data: maximize ROI. Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. As you prepare for change, simplify everything as much as possible – for the benefit of your team members and your customers.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Alida

DECEMBER 20, 2017

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Insight-driven businesses take off. According to Forrester, insight-driven businesses are on track to steal $1.2 Edelman’s 2017 Trust Barometer suggests that the world today is suffering from an implosion of trust.

2017 154

2017 Retail Insights Innovation 154

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.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52

Thematic

NOVEMBER 13, 2018

If they care this much about their customers you better also, if you want to stand a chance in today’s competitive market. Now we’ll talk about how you can actually capture those customer insights and respond to them in a way that works for you. Voice of Customer examples: two success stories. One of their biggest Aha!

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101