Customer Bliss

DECEMBER 29, 2017

As 2017 comes to an end, I’m thanking all of you who have taken the time to listen to my podcast. Many of us are spending these last few days of the year relaxing, so during this time, I’m replaying 3 of my most popular podcast episodes of 2017. If this ROI isn’t there, very few will ultimately care.'

Chief Customer Officer 111

Chief Customer Officer 2017 ROI Leadership 111

Customer Bliss

DECEMBER 20, 2016

A culture maven who believes Customer Obsession comes from the heart; success is simply unlocking the deep passion that lies within each of us by helping each person realize the important part they play in our Customers’ lives and servant leadership is a huge part of this. Interviewing Senior Leadership. The ROI is there.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

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. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

2017 48

2017 B2C 2016 B2B 48

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Webinar 186

Webinar 2017 Financial Measurement 186

delighted

SEPTEMBER 8, 2021

For example, in my role now, I can’t stand up in leadership meetings and say, “We closed $14 million in Monthly Recurring Revenue.”. There’s a lot of talk about the ROI of customer experience. ROI is, of course, important to FIGS, but for us, we know that some things are just right for the customer.

Customer Experience 91

Customer Experience Healthcare Net Promoter Score E Commerce 91

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Webinar 150

Webinar 2017 Financial Measurement 150

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Webinar 150

Webinar 2017 Financial 2018 150

Alida

OCTOBER 2, 2017

So how can organizations make sure that the billions of dollars they invest in digital transformation deliver ROI? A regular speaker at national and international conferences, Bennett also received the Mayo Clinic Platinum Fellow designation in 2013—an award that recognizes his pioneering leadership in health care social media.

Hospitality 100

Hospitality Social Media 2012 2010 100

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. After all, happy agents mean happy customers.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI.

Blog 82

Blog Demo 2018 Reference 82

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? Improving Sarah’s desire to stay with your company has an ROI of itself. For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.”

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

Maru Group

AUGUST 13, 2019

Coca-Cola did away with the global CMO role in 2017. The Global Business Research Network ( GRBN ), in conjunction with the Boston Consulting Group (BCG), has done some brilliant work on this in their report, ROI of Insights. From the GRBD report ROI of Insights. Insights is transitioning from reacting to leading.

Insights 40

Insights Marketing ROI Return on Investment 40

Magellan Solutions

JUNE 24, 2021

In a 2016-2017 talent shortage survey, employers found sales positions to be among the most difficult roles to fill, beating out even engineers, management, and executive roles. This is why we will work closely with your internal leadership to integrate fully with your processes and strategy. Client overview. Qualification criteria.

Sales 52

Sales B2B 2016 2017 52

BlueOcean

MARCH 30, 2018

Let’s make sure our stakeholders and our senior leadership have a strong connection with this partner. Yes, ROI is found in tangible dollars, but we’re also talking about factors such as customer satisfaction, innovation, process improvement and more. This post was originally posted on April 18th, 2017. It’s a two-way street.

Insights 184

Insights Contact Center Hospitality Culture 184

CSM Magazine

JULY 3, 2017

The survey commissioned by Yonder Digital Group canvassed the opinions of 1,000 consumers in January 2017, asking them if, and how they share their experiences with a company with their family or network. However, new research shows that customers are just as likely to share a positive experience as a negative one. About the Author.

Social Media 81

Social Media Automotive Customer Service Representative 2017 81

Second to None

APRIL 4, 2018

This marketing tactic has an ROI of 3800 percent , making it a top method for retailers to improve customer conversion. For this study, purchases were made from every retailer and every email sent was collected, as first-time buyers, for the first 45 days after a purchase was made, from November to December 2017.

Retail 54

Retail 2017 2018 Voice of Customer 54

Second to None

MARCH 5, 2018

By scientifically identifying what matters most to customers and quantifying the ROI of delivering it to them. At a time of aggressive investment in new channels such as e-commerce, mobile, click-and-collect and last-mile service providers, it is common for retailers to develop business cases to assess the ROI of these channels.

Brands 54

Brands E Commerce Retail ROI 54

Experience Matters

JANUARY 8, 2018

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

2018 58

2018 2017 B2C B2B 58

Alliance by IFS

OCTOBER 17, 2017

2) ROI is unclear. Frost & Sullivan presented Astea with the Customer Value Leadership Award for Mobile Workforce Management because Mobile Edge helps service companies overcome all these challenges. Is easily adopted by technicians, helping achieve ROI faster. At Astea, we understand all these concerns.

Management 32

Management ROI 2016 2017 32

SurveySparrow

NOVEMBER 21, 2020

SAP increased its stock price from $80 to $100 in the year between 2013-2017. Employee experience and customer experience go hand in hand; you should invest in both aspects to have better ROI in your business. . However, you can use the surveys as employee 360 evaluation or leadership assessment or tweak the surveys accordingly. .

Employee Experience 59

Employee Experience 2013 Feedback Engagement 59

Natalie Petouhof

SEPTEMBER 12, 2018

MIT Sloan and BCG Study, 2017. Choose a solution designed to allow customers to easily get the answers they need on their own, your agents to intelligently engage with customers and for you to deliver business results that matter. References: Is Your Business Ready for Artificial Intelligence?

Customer Service 89

Customer Service E Commerce Average Handle Time Metrics 89

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. You certainly want to be looking at ROI and the potential upside versus how complicated it will be to enact.

2017 40

2017 Roadmap Innovation Customers 40

Natalie Petouhof

MARCH 6, 2017

This is enticing because leaders want to know what they need to “do” to create and/or transform their culture and leadership to build a network of like-minded leaders and human capital that will attract customers for life and employees that are brand advocates. So Who Are Some of The Speakers?

Culture 40

Culture Competitive Advantage 2015 2012 40

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link]. LinkedIn : [link] /.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

2021 45

2021 Events Social Media 2013 45

ChurnZero

JANUARY 26, 2021

Next are the day-to-day leadership contacts. Joint Success Planning can help you help your stakeholders look like rock stars inside of their companies and in front of leadership. Deprioritization of rollout in eastern region due to leadership changes. This is the person whose budget funds your product.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

PeopleMetrics

JANUARY 28, 2021

My name is Madeline, and I am the Marketing Manager here at PeopleMetrics, and I joined the team in 2017 - just about four years ago. I joined in 2017, the same year Madeline joined, so about four years here. Leadership - it's really important to start there - has to believe that the customer experience is important.

2001 62

2001 2012 Feedback Books 62

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Let me help you understand where I am coming from.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” Build proof-points to show ROI from CX. That’s why I talk about one-company leadership all the time, and I’m also fond of this idea of “earning the right” to do the work. Why is that?

Customer Experience Professionals 162

Customer Experience Professionals NPS 2016 Leadership 162

Magellan Solutions

JULY 17, 2021

billion in 2017. . In 2005 its leadership team made a strategic decision to integrate the company’s multiple business units into a single unit. They assist with lead generation, campaign management, and other essential services to make sure you’re generating a high ROI. Alibaba.com. Everyone’s familiar with Alibaba.

2021 52

2021 Call Center 2014 B2B 52

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” Build proof-points to show ROI from CX. That’s why I talk about one-company leadership all the time, and I’m also fond of this idea of “earning the right” to do the work. Why is that?

Customer Experience Professionals 111

Customer Experience Professionals NPS 2016 2017 111

ClientSuccess

APRIL 4, 2017

Although excellent customer service may be more expensive in the short-term, the long-term ROI is much more valuable. While all of the metrics, positioning, and growth initiatives are important, customer success really boils down to whether or not your employees believe in your company, in your leadership, and in your mission.

Customer Success 40

Customer Success Metrics Culture Presentation 40

Pointillist

MAY 23, 2018

Prioritize the key CX opportunities identified in a high level customer journey map with leadership across organizational silos and use that as a starting point for creating a strategic roadmap for making changes. Less than half of respondents (43%) in the 2017 Gartner survey characterize their current efforts as “mostly event-triggered.”

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Alida

DECEMBER 20, 2017

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Edelman’s 2017 Trust Barometer suggests that the world today is suffering from an implosion of trust. The CX leadership gap widens. The business world is plagued by a growing CX leadership gap.

2017 154

2017 Retail Insights Innovation 154

West Monroe

APRIL 19, 2017

In March 2017, the Trump Administration proposed The American Health Care Act to repeal and replace the Affordable Care Act (ACA) and give Americans access to ‘truly affordable, quality health coverage.’ Current State. Furthermore, any changes to existing policy will ultimately result in downstream impact to payers.

Healthcare 40

Healthcare 2017 Government Call Center 40