CloudCherry

FEBRUARY 3, 2019

In 2018 Sirius Decisions ran a study that showed 54% of companies say their biggest challenge to data-driven marketing success is the lack of data quality and completeness. In 2018 85% of B2B marketers were not using their Marketing Automation to its full potential. The simple answer is you can’t back-track data, you have to start now.

NPS 150

NPS 2018 Marketing Customer Journey 150

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018.

2018 40

2018 Net Promoter Score NPS 2017 40

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Published on: April 11, 2018. This customer intelligence goes beyond simple insight (the who, what, when and where) to unlock the why – why is the customer behaving in this way? Share this page on: Tweet.

Net Promoter Score 50

Net Promoter Score Customer Insights Insights Brands 50

Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. Put these together and it is vital that VoC programs deliver real ROI if they are to continue to win investment and drive improvements.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

CloudCherry

DECEMBER 1, 2018

Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Actionable customer insights. Personalized marketing automation. This is where integrating CX data with financial metrics can help.

CEM 186

CEM ROI Metrics 2018 186

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. Published on: July 25, 2018. This delivers real, measurable ROI from VoC programs. Share this page on: Tweet.

Net Promoter Score 50

Net Promoter Score Metrics Insights Average Handle Time 50

CloudCherry

NOVEMBER 13, 2018

Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Actionable customer insights. Personalized marketing automation. This is where integrating CX data with financial metrics can help.

CEM 170

CEM ROI Metrics 2018 170

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. A review program. This is a problem for vendors.

Blog 81

Blog Demo 2018 Reference 81

BirdEye

MARCH 9, 2021

Every customer interaction and touchpoint – from a review left online, to a webchat, to a survey response – becomes an opportunity to start or deepen a relationship, and a way to extract valuable insights from the experience. True Actionable Customer Insights. The Experience Marketing Flywheel.

Marketing 72

Marketing Multi-Channel Net Promoter Score Customer Centricity 72

Confirmit

DECEMBER 17, 2018

While, as CX practitioners, we often love to see NPS® scores increase, we need to get our heads out of the analysis and focus on delivering on the promise – real business impact. The future of Voice of the Customer is about change and ROI. How to measure the ROI of your VoC program. How to turn words into action.

2018 40

2018 Chief Customer Officer Return on Investment ROI 40

Thematic

OCTOBER 8, 2018

Do you measure transactional Net Promoter Score (NPS)? Thematic has been working with a global telecommunications provider who has been measuring NPS using an established Voice-of-Customer platform for many years. But for 2018, the company set itself an ambitious goal: to significantly improve their transactional NPS.

Net Promoter Score 59

Net Promoter Score Telecommunications NPS 2018 59

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Demonstrating the ROI of CX initiatives There is no doubt that improving the customer experience can have a direct or indirect financial impact on the business.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

SurveySparrow

JANUARY 5, 2021

We are quite familiar with the term, ROI or returns on investment. When it comes to measuring the benefits of a particular cost-related investment, there’s no effective metric available then return on investment (ROI). You can’t measure returns on employee experience with NPS or surveys. Data Collection.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

CX University

JANUARY 20, 2021

When I attended the first Members Insight Exchange, I was thrilled to meet so many like-minded people who had been toiling in the CX trenches for years. My career started to turn around for the better in 2018 when I joined Delta Dental of California to create a CX Center of Excellence virtually from scratch.

Fashion 52

Fashion 2018 ROI NPS 52

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. An Intense Focus on Outcomes and ROI.

2018 74

2018 Customer Success ROI Return on Investment 74

Chattermill

MAY 23, 2018

by Dmitry Isupov on 24 May 2018. CX has strong ROI. The major difference compared to traditional marketing is that the ROI in CX can be measured a lot more robustly (CFOs will love this). They know exactly how much uplift in revenue they will get from increasing their NPS score by x points. customer experience.

Marketing 40

Marketing NPS ROI Consumers 40

Thematic

MARCH 27, 2019

Look at this: In our own case study on Greyhound , Greyhound’s Senior Customer Insights Analyst Matthew Schoolfield reveals how they were able to identify that their customers in New York get frustrated when waiting for a late bus. Or those who raised serious issues you need to handle urgently. Why does this matter?

Feedback 54

Feedback Poor Customer Service Customers Engagement 54

ChurnZero

SEPTEMBER 21, 2018

An automated NPS campaign is sent to Valerie now that she has finished training and has logged-in five times within one week. Valerie gives you a nine on the NPS score and is now marked as a Promoter. We will also give you actionable tips to help you combat each churn monster, and insight into how ChurnZero can help.

Rewards Programs 45

Rewards Programs NPS 2018 Document 45

SurveySparrow

JANUARY 15, 2021

If you want to get better ROI, work engagement, and high employee retention, it’s crucial to provide constructive feedback. It will give them proper insights into their strengths and better understand weaknesses. Also, the feedback software will give you rich insights and review reports. Don’t Google this fact.

Net Promoter Score 52

Net Promoter Score Feedback NPS Measurement 52

Retently

AUGUST 22, 2018

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. Why do Airlines Have Low Customer Satisfaction Ratings.

Airlines 92

Airlines Customer Satisfaction NPS Net Promoter Score 92

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization….

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. Rewards value rose 15% in Q3 2018 alone[vi]. Card attrition rates rose to 15% in 2018 from 10.5% Actually, they do. in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

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

SurveySensum

JULY 14, 2020

With a mission to help the businesses deliver better customer experiences, he advises them on customer experience and customer engagement and offers insights to success. He has extensive experience in designing, managing, and delivering insight-driven projects for clients around the world. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

OCTOBER 1, 2018

For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry. Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment. Faulty CXM Trajectory. CXM Status Quo vs. CXM Flow.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

SurveySensum

MARCH 26, 2024

Now, to effectively harness the power of customer feedback, you need a robust customer feedback tool to create surveys, gather and analyze thousands of feedback, and derive actionable insights from it. This ultimately enhances the overall customer experience and drives CX-focused ROI. The paid subscription starts at $99 per month.

2024 52

2024 Feedback E-support 2023 52

SurveySensum

MARCH 26, 2024

Now, to effectively harness the power of customer feedback, you need a robust customer feedback tool to create surveys, gather and analyze thousands of feedback, and derive actionable insights from it. This ultimately enhances the overall customer experience and drives CX-focused ROI. The paid subscription starts at $99 per month.

2024 52

2024 Feedback E-support 2023 52

Currency Alliance

DECEMBER 20, 2022

Cutting cost has 2-4 times more impact on ROI than generating incremental revenue. At many brands, we are now seeing this play out, even elevating the importance of loyalty-driving engagement to optimize ROI across customer engagement initiatives. More on this below. For those who have not considered this, let me share an example.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

Currency Alliance

MARCH 20, 2020

share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement. Share data insights. There are really only four ways to create value for all stakeholders in a loyalty program: maintain low operating costs, and funnel the savings into rewards. What to do?

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Customer Guru

DECEMBER 13, 2017

In her latest Forbes article, Blake Morgan – a leading CX authority – discusses the five trends that will shape CX in 2018. We shared these insights in our infographic below: Are these challenges still relevant today? Why should you commit to overcoming these challenges in 2018? ” It is an irrefutable ask!

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Chattermill

AUGUST 29, 2018

on 30 Aug 2018. That means conducting frequent NPS surveys, but also a little more. Your NPS score is just the raw data, the “what.” As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. For more insight on Google BigQuery check out this blog here. by Sam Frampton.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

on 30 Aug 2018. That means conducting frequent NPS surveys, but also a little more. Your NPS score is just the raw data, the “what.” As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. For more insight on Google BigQuery check out this blog here. by Sam Frampton.

Technology 40

Technology Customer Experience Consulting Customers 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. As a result, the supermarket’s NPS has gone up and up.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52