ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Claim the full promise of customer experience ROI by balancing customer acquisition and retention. 1 2018 NPS® & CX Benchmarks Report , CustomerGauge. trillion).

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Net Promoter Score 86

Net Promoter Score 2018 NPS Insurance 86

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 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. This report: Highlights specific examples of Read More.

2018 58

2018 2017 B2C B2B 58

Maru Group

NOVEMBER 2, 2018

In the wake of the Autumn statement, consumer’s confidence in their personal finances remains low as just 1 in 4 (26%) feel that their own economic situation has improved in 2018. 2018 has been a difficult year for consumer businesses – especially in the retail market where store closures and restructures have almost become the norm.

Customer Experience 149

Customer Experience 2018 ROI Travel 149

Oracle

SEPTEMBER 19, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. In this session, gain insight into the investments and product strategy that will shape the future for sales and service.

2018 49

2018 Sales Roadmap Loyalty 49

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. At Wootric, we aim to give you the best tools and content to make CX management about insight, action, and ROI. Here at Wootric we pride ourselves on providing information about trends and best practices that can help our CX champions shine.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

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. Most tech is merely an enabler.

2018 40

2018 Net Promoter Score NPS 2017 40

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.

Net Promoter Score 50

Net Promoter Score Metrics Insights Average Handle Time 50

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

Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. Retail is far from dead. Get closer to your employees.

Retail 189

Retail 2018 ROI Touchpoint 189

NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. The ROI of SaaS – Forrester Research. The post Planning for 2018? Happy reading! New Omnichannel Customer Experience Research – How Well Are You Doing?

2018 48

2018 Blog 2017 Contact Center 48

Alliance by IFS

OCTOBER 17, 2018

In 2018, 42% of field service organizations have already incorporated Internet of Things (IoT) into their business, and 31% are planning to incorporate it in the next two years. Learn more about: Key insights on the advances of IoT in field service. The post The ROI of IoT Investments in Field Service appeared first on Astea.

ROI 37

ROI Download 2018 Insights 37

Oracle

APRIL 10, 2018

On Monday, I started my journey from New York City to Chicago for Oracle Modern Customer Experience 2018. Small acts like this have huge ROI, requiring little effort/cost on the company’s behalf and going a long way in customers’ minds. Stay tuned for more insights from the SmarterCX team at Modern Customer Experience 2018!

2018 40

2018 Airlines Hotels Customer Experience 40

Currency Alliance

JUNE 21, 2018

In brief: what we’d fully expected (and set out in our ‘ Top Loyalty Trends ’ blog several months ago) was large scale proliferation and diversification of loyalty marketing, as brands beyond established loyalty sectors discovered how better customer experience could deliver bigger ROI. Smarter Investments in Customer Experience. i] [link].

Magazine 45

Magazine 2018 Loyalty Multi-Channel 45

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

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. Analyze the ROI of a campaign based on the correlation between.

NPS 150

NPS 2018 Marketing Customer Journey 150

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

Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

2018 74

2018 Download Interaction Consumers 74

Grade.us

DECEMBER 20, 2018

The Best Influencer Marketing Blogs of 2018. The Top 10 Breakout Influencers of 2018 2018’s Best Influencer Campaigns: 21 Case Studies On Top Brands, Influencers, and More 7 Tips For Designing the Perfect Sponsored Instagram Story. The Best Influencer Marketing Articles of 2018. Get their contact details fast.

2018 47

2018 Blog Article Marketing 47

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

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

Confirmit

DECEMBER 17, 2018

The only way to achieve this lofty ambition is to become a true catalyst for action – by delivering the right insight to the right people, in the right way, at the right time. 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

Optimove

NOVEMBER 28, 2019

This year’s research database – while statistically significant with more 750K customers and almost 950K orders placed between Thanksgiving and New Year’s Eve of 2018 – focused on retail brands only, to pinpoint more relevant holiday shopping behavior. The Insights. repeat customers’ ?average number of items per order?was

2018 59

2018 2017 2016 Retail 59

NetBase

AUGUST 1, 2019

The EMEA economy has experienced an economic leveling in recent years, with industrial production in EMEA on a downward trend since 2018. We’ll see how EMEA marketing masters, spanning a wide swath of categories, are using social insight to generate awareness and grow in these challenging times. Savvy EMEA Senior Marketer Insight.

Social Media 53

Social Media 2019 Marketing ROI 53

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

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Social Media. Jaime Bailey is the Vice President of Marketing at VHT.

Contact Center 82

Contact Center Feedback Blog Customer Journey Mapping 82

GetFeedback

SEPTEMBER 20, 2019

Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. A 2018 CustomerThink study found that firms may start out using NPS or CSAT, but over time tend to use multiple metrics including composite indicators that can be proven to link to desired business outcomes. . Free CSAT Calculator.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

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

Oracle

MARCH 20, 2018

**Attending Oracle Modern Customer Experience 2018? Don’t miss “ Driving to Marketing Cross-Channel Success: Case Study with Mack Trucks “ If you’re not yet registered, visit the registration page and use discount code “SmarterCX” to get $500 off the onsite rate now through April 9, 2018.

Marketing 60

Marketing Social Media 2018 ROI 60

Oracle

FEBRUARY 21, 2019

“The Insight Award for Best Use of Data” Finalists. “The Upshot Award for Best Demonstrated ROI in Marketing” Finalists. “The Upshot Award for Best Demonstrated ROI in Sales and Service” Finalists. Header image is from the 2018 Markie Awards ceremony. Axcess Financial. ConnectWise.

2019 75

2019 ROI Hotels Financial 75

Eptica

APRIL 25, 2018

Date: Wednesday, April 25, 2018 4 ways to transform your CX maturity levels. Published on: April 25, 2018. However, knowing what they need to do, and actually achieving it, are clearly very different things, as the latest Temkin Group State of CX Management 2018 report shows.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

West Monroe

JULY 30, 2023

Targeted data insights will enable banks to proactively identify potential weaknesses, withstand uncertain market conditions, and capitalize on opportunities for expansion. Whether there’s a budget set aside or room to dig internally to reallocate, the shift to customer centricity will prove a strong ROI in today’s market.

Banking 52

Banking 2023 Multi-Channel Financial 52

CSM Magazine

DECEMBER 10, 2019

Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important. Customer feedback is managed by the customer insights team, right? And with greater trust and engagement comes better quality data and customer insights in the long term.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

NetBase

DECEMBER 3, 2019

Why, then, are brands failing to make the most of this insight? The EMEA customer experience experts surveyed had titles like Agile Coach and Head of Success – and if you think those sound extremely specific and insight-focused, we’d have to agree! We can tell you that most rely on survey insight pretty extensively.

2019 52

2019 Entertainment Insights Social Media 52

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 use both ROX and ROI to form a more controlled and better experience for your company’s success.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

Second to None

MARCH 14, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Chief Marketer on March 8, 2018: “To combat advertising fatigue, more companies are turning to experiential marketing—creating powerful memories for participants while connecting with the people who genuinely want to interact.

ROI 54

ROI Events Social Media Return on Investment 54

Comm100

MARCH 19, 2018

If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look. In the report, we discuss some of the possible reasons for this fall, with insights and knowledge from myself as well as CCW Digital’s Brian Cantor. Register Now.

Webinar 40

Webinar Competitive Advantage 2018 Exceptional Customer Service 40