ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

2020 250

2020 Net Promoter Score ROI Metrics 250

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. And, in turn, they’re able to connect meaningfully with segments instead of just capturing (and speaking to) surface insights. manage their customer care. monitor brand heath.

Social Media 65

Social Media 2019 Marketing ROI 65

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. However, this doesn’t change the fact that email marketing has one of the highest ROI. Go omnichannel.

2019 92

2019 Marketing Omnichannel Travel 92

GetFeedback

NOVEMBER 4, 2019

Voice of the Customer (VoC) programs have been emerging across the board in the last few years. Having a strong VoC program is essential to connecting the dots and proving the value of customer experience (CX). If I say “Voice of the Customer” do you automatically think survey? But have they been thriving?

B2B 150

B2B Multi-Channel Net Promoter Score NPS 150

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

SurveySparrow

SEPTEMBER 21, 2020

How can you figure out what your customers or audiences are thinking? And in this blog, we’ll discuss how online surveys increase ROI. And, what’s more rewarding is the fact that online surveys can increase your business ROI like never before. Customer Satisfaction Surveys. So what’s the solution here?

ROI 45

ROI Return on Investment Social Media Net Promoter Score 45

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. 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). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Brands that don’t connect at a human, personal level may never break through the noise. With that in mind, here are 21 Top Social Media Tools to consider in 2019: 1. Already know what matters? AdEspresso. Oktopost.

Social Media 77

Social Media 2019 Demo ROI 77

Oracle

AUGUST 6, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Leveraging Connected Data Across the Marketing Lifecycle. AI is changing the way customers are engaged in marketing.

2019 47

2019 Marketing B2C Roadmap 47

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

Oracle

NOVEMBER 30, 2020

Be sure to check back each week to learn how Oracle CX customers drive success and build customer relationships that last. The Upshot Award for Best Demonstrated ROI in Service honors those who keep a watchful eye on performance and put analytics insights to work in their service experiences—realizing major ROI in the process.

ROI 40

ROI 2019 B2B 2020 40

Experience Investigators by 360Connext

JANUARY 7, 2020

I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” 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

Lithium

DECEMBER 28, 2020

Everyone came to discuss the state of the union for digital customer experience today. Although many topics were discussed at Engage, this article dives into some key takeaways that can benefit all digital customer engagement professionals in their effort to create customers for life.

Engagement 52

Engagement Social Media 2019 ROI 52

SurveySparrow

JULY 17, 2019

“The customer experience is the next competitive battleground.” – Jerry Gregoire. How prepared are you for this new battleground of customer experience? Every company of every industry pledges its primary focus to be on customer experience. Were you able to improve customer experience? The feedback system gets sidelined.

Customer Experience Management 55

Customer Experience Management 2019 Customer Experience Management 55

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Here are four truck roll optimization innovations to consider to improve customer experience, save a massive amount of money, and keep employees and customers safe. . Yes, they cost a lot.

Innovation 207

Innovation 2025 Transportation Consumers 207

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer service takes too long to answer the phone.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. Discover AI’s valuable yet complex role in enhancing efficiency and improving the customer experience.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. ICCU takes a fresh, unique approach to customer service, and it shows. These efforts pay off. We’re thrilled to be a part of it.

Contact Center 75

Contact Center 2019 Net Promoter Score NPS 75

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? They can reach any demographic at any time, thanks to the increasing addiction we all have to our mobile phones, and create an authentic, genuine connection with followers that’s more powerful than word-of-mouth. It depends on who you ask. Are they correct? And certainly more viral.

2019 55

2019 Marketing Social Media ROI 55

SurveySparrow

MARCH 16, 2019

Top 20 Marketing Agency Partner Programs for 2019. With the MailChimp partner program, agencies get exclusive co-marketing opportunities and the chance to promote their business to MailChimp customers. Zapier allows users to connect apps they use every day to automate tasks and save time. Total win-win! Enough said.

2019 75

2019 Marketing E Commerce Social Media 75

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Brands that don’t connect at a human, personal level may never break through the noise. With that in mind, here are 21 Top Social Media Tools to consider in 2019: 1. Already know what matters? Price: Request a demo.

Social Media 52

Social Media 2019 Demo ROI 52

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer Retention 136

Customer Retention Telecommunications Loyalty Programs Wireless 136

TechSee

DECEMBER 28, 2020

In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional responsibilities of agents, and the agent’s role includes more responsibilities traditionally held exclusively by technicians. Focus on reducing customer effort.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

Currency Alliance

DECEMBER 13, 2018

As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. But sustainable loyalty is based on the customer´s perceived value of, and cumulative experience with, each brand – and not on the points. Really think about that for a moment.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Can you start a VoC program without a customer journey map?

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. If you’d like to experience the value we provide to our customers, request a demo today. (1)

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. If you’d like to experience the value we provide to our customers, request a demo today. (1)

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. If you’d like to experience the value we provide to our customers, request a demo today. (1)

ROI 40

ROI Social Media 2019 Advertising 40

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Messaging Surpasses Voice.

2020 78

2020 Contact Center 2019 Omnichannel 78

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? They can reach any demographic at any time, thanks to the increasing addiction we all have to our mobile phones, and create an authentic, genuine connection with followers that’s more powerful than word-of-mouth. It depends on who you ask. Are they correct? And certainly more viral.

2019 40

2019 Marketing Social Media ROI 40

Upstream Works

MARCH 21, 2019

When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value. Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report.

Customer Experience Management 92

Customer Experience Management Customer Experience Management Omnichannel 92

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . He ended with a challenge and a promise to customer success leaders – The Results are In!

NPS 54

NPS Connections Events Customer Centricity 54

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. If you’d like to experience the value we provide to our customers, request a demo today. (1)

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. If you’d like to experience the value we provide to our customers, request a demo today. (1)

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. If you’d like to experience the value we provide to our customers, request a demo today. (1)

ROI 40

ROI Social Media 2019 Advertising 40