CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) How do we show ROI?

2018 37

2018 2005 2019 ROI 37

Lithium

AUGUST 8, 2018

Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved. ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. Regional Awards.

2018 40

2018 B2C Social Media B2B 40

Lithium

AUGUST 8, 2018

Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved. ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. Regional Awards.

2018 40

2018 B2C Social Media B2B 40

Lithium

AUGUST 8, 2018

Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved. ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. Regional Awards.

2018 40

2018 B2C Social Media B2B 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. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics.

Net Promoter Score 50

Net Promoter Score Metrics Insights Average Handle Time 50

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved.

2018 40

2018 Social Media B2C B2B 40

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. Alike in every demographic metric you could think of – but would you market to them the same way? Personalized marketing automation.

CEM 186

CEM ROI Metrics 2018 186

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report: Highlights specific examples of Read More.

2018 58

2018 2017 B2C B2B 58

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. Alike in every demographic metric you could think of – but would you market to them the same way? Personalized marketing automation.

CEM 170

CEM ROI Metrics 2018 170

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

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

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. However, many simply collect feedback or track metrics such as Net Promoter Score in isolation. million customers.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Managing up and down Ideally you want to select a range of relevant metrics to evaluate the customer experience – relying on one alone doesn’t work.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

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? A lot of CX teams report on individual metrics as a cause for celebration. As you roll out the new ideas, track those metrics and see if there’s an improvement.

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

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

Lithium

JUNE 11, 2019

Measurement through Metrics and Lithium Social Intelligence (LSI). ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction. Permissions and roles. Moderator Tools.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Measurement through Metrics and Lithium Social Intelligence (LSI). ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction. Permissions and roles. Moderator Tools.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Measurement through Metrics and Lithium Social Intelligence (LSI). ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction. Permissions and roles. Moderator Tools.

Workshop 40

Workshop 2018 Social Media ROI 40

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Published on: May 30, 2018. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. Share this page on: Tweet.

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

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). Measuring ROI is a popular task for brands that helps to calculate the profits of their investment.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

Second to None

MARCH 5, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Forbes on March 5, 2018: “It is difficult not to roll your eyes when you hear executives talk about “putting their customers first,” especially when their businesses behave like their customers are more of a burden than a blessing.

Brands 54

Brands E Commerce Retail ROI 54

BirdEye

MARCH 9, 2021

Expand Data Analysis Beyond Traditional Metrics. The problem is that traditional customer feedback metrics are not actionable. Even when those metrics are combined with KPI’s such as customer churn rate, lifetime value, cross-sell, repeat customers and cost-to-serve, you’re still left with the same question every quarter.

Marketing 72

Marketing Multi-Channel Net Promoter Score Customer Centricity 72

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. At its most basic, a survey is any set of questions you ask your customers and invite them to respond. Social Media.

Contact Center 82

Contact Center Feedback Blog Customer Journey Mapping 82

CSM Magazine

DECEMBER 10, 2019

Forrester’s recent report states that 1 in 4 people working in CX are at risk of losing their jobs if the investment in their role can’t be justified with a demonstration of ROI (Predictions 2020: Customer Experience, Forrester, Oct 2019). Getting the metrics right. One size definitely does not fit all. About the Author.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 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

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. Why it is time to calculate the ROI of VoC programs.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

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

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. Why it is time to calculate the ROI of VoC programs. Essentially, brands are getting a partial view that is internally focused, rather than customer-led. Share this page on: Tweet.

Net Promoter Score 50

Net Promoter Score Customer Insights Insights Brands 50

SurveySparrow

AUGUST 13, 2020

Then let me break this to you for every $1 spent email will give you a $44 ROI. According to DMA’s Report, 77% of email ROI comes from triggered and segmented campaigns. 5 Free Email Automation Tools to Save Your Money and Procure 4x Better ROI. Email for birthdays, or a specific milestone. Segment Your Subscribers.

ROI 95

ROI Measurement Marketing 2024 95

Eptica

FEBRUARY 6, 2019

What’s more, traditional VoC surveys are focused on numeric, quantitative metrics because these are easiest to analyze and are good for revealing, for example, that your customers are unhappy. Listening to customer insight can help deliver these changes, and ensure they deliver ROI. Share this page on: Tweet.

2008 73

2008 White Paper 2019 Automotive 73

NetBase

MAY 20, 2019

But many are still unsure of how to communicate the amazing engagement they’re seeing – and correspondingly unable to demonstrate it in terms of ROI. You can almost hear their end-of-year Instagram ROI reports falling flat if you listen closely. Let’s get started! Understanding Stories. Creating a Baseline. Media and images.

Banking 58

Banking Airlines ROI Social Media 58

Tricia Morris

OCTOBER 28, 2015

According to Gartner Research VP and Distinguished Analyst Michael Maoz in his research note Knowledge Management Will Transform CRM Customer Service , “by 2018, the rapid creation and retrieval of relevant content (KM) will be a key attribute of leading enterprises.” and how to measure ROI. . and how to measure ROI.

2016 83

2016 Virtual Agent ROI 2015 83

ReviewTrackers

JULY 23, 2018

Set objectives, identify key metrics, and have a realistic timeframe. According to the 2018 Online Reviews Survey , 94 percent say that a negative online review has convinced them to avoid a business. A report even found that as much as 83 percent of marketers believe that managing reviews “absolutely” delivers good ROI.

Social Media 63

Social Media Marketing Multi-Channel ROI 63

ChurnZero

JANUARY 4, 2019

The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. While bots continued to get a bad rap in 2018, the solutions available significantly improved. Interested in what our predictions were for 2018, last year?

2019 73

2019 Customer Success 2018 Chief Customer Officer 73