ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Standout firms outperformed the S&P 500 by an 8-to-1 ratio in a study of companies that aligned the interests of all stakeholder groups , cited in the first article of this series.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

ClearAction

NOVEMBER 7, 2017

scientific specifications, and downstream customer concerns, as explained in the recent article: Business-to-Business Customer Experience: What’s It Like? Integrating data is one of the big challenges for customer experience management. Image licensed to ClearAction by Shutterstock. .

B2B 109

B2B Customer Journey Mapping Presentation Insights 109

ClearAction

APRIL 17, 2019

In recent decades, managers have realized that the industrial revolution distanced them from having a pulse on customer experience. Tightening ranges for competitive differentiation have brought customer experience management to the forefront of most companies’ strategic priorities today.

Management 69

Management Customer Experience Management Books Financial 69

ClearAction

FEBRUARY 4, 2020

Investing in remedial efforts with narrow impact on the full customer base requires constant funding for status quo returns or upticks. Tactical CX management falls short of enterprise needs for differentiation and growth. Operationalize Customer Experience. Reward Proactive Customer Experience Management.

Customer Experience 62

Customer Experience 2019 Metrics Insurance 62

ClearAction

AUGUST 3, 2015

Combat is incongruous with customer experience, even in rough and tumble environments. Granted, everyone is doing case management, following up with low survey raters. That's all very nice for a small percentage of your customer base. Beware: heroics are not a winning formula for customer experience excellence.

Customer Experience 80

Customer Experience Customer Experience Management Sports Customers 80

Comm100

MARCH 2, 2022

One of the things organizations can do when faced with customer feedback indicating expectations are not being satisfied is reevaluating their approach to customer experience management. There are three distinct approaches for a customer experience management program. Closing the Delivery Gap.

Customer Expectations 52

Customer Expectations Net Promoter Score 2005 Customer Experience Management 52

Totango

APRIL 5, 2022

It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Customizing your survey with additional response fields. Branding your survey. Survey scheduling is available.

NPS 103

NPS 2022 Net Promoter Score Multi-Channel 103

Totango

FEBRUARY 11, 2022

Start by developing an effective B2B customer experience strategy using these three simple steps. Collect Customer Feedback from Your Community. Good customer experience depends on listening to your customers. You can do this by using tools like automated alerts, ticketing systems, and other workflows.

B2B 109

B2B Customer Experience B2C Net Promoter Score 109

ClearAction

JANUARY 16, 2016

The enterprise feedback management (EFM) systems that promised to free-up so much time, compared to the old manual methods of collecting and reporting customer feedback, have instead fully consumed managers with real-time VoC dashboards in the effort to reach out to negative raters and convert individual customers to brand evangelizers.

Workshop 54

Workshop Customer Experience Management Customer Centricity Insights 54

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Voice of the Customer — resolve to drive action company-wide. Let customers give you feedback how and when they want. New Wisdom for Voice of the Customer.

2017 81

2017 Customer Experience Workshop Customer Journey Mapping 81

BirdEye

JULY 7, 2022

As you continue to scale your business, you might have trouble staying connected to your growing customer base. With automated text messaging, you can seamlessly streamline your messaging campaigns and improve your interactions with customers. Automated text messaging could be the solution your business needs.

Customer Experience 98

Customer Experience Events Customers Sales 98

ClearAction

SEPTEMBER 27, 2018

The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is. This article is the capstone of a 12-part series on Customer-Centered Business: 10 Keys to Organic Growth. Growth is the purpose of business and customer experience management.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

BirdEye

JUNE 1, 2023

In this article, we’ll break down different types of benchmarking and leave you with six easy steps to create your own benchmarking strategy. Then using what you’ve learned to improve the way you do things while still offering something unique to your customer base. Table of contents What is benchmarking?

Reference 98

Reference Metrics Competitive Advantage Transportation 98

BirdEye

MAY 7, 2021

To win in this new landscape, businesses need to consistently deliver fantastic experiences to their customers, then enable those customers to share their experiences. We call this process Experience Marketing. Reviews are essential for attracting new customers. Pillar #1: Collect reviews.

Marketing 98

Marketing Touchpoint Feedback Communication 98

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

BirdEye

AUGUST 21, 2020

Review your customer lists and identify those who have: Been loyal for the longest period of time Generate higher than average revenue Early adopters of any new products or services you offer Purchase more frequently than average. It includes some tips and tricks that aren’t in this article.

E Commerce 85

E Commerce E-support Reference Advertising 85

BirdEye

MAY 24, 2023

If you’re looking to implement a referral program for your business, you need some creative inspiration and brilliant customer referral program ideas. In this article, we look at everything you need to know about referral programs. The post 7 referral program ideas that work appeared first on Birdeye Customer Experience Management.

Social Media 98

Social Media Reference Sports Sales 98

ClearAction

AUGUST 29, 2015

Also, desktop dashboards showing real-time customer survey feedback are commonplace among a variety of managers in most companies, empowering them to follow-up about dissatisfaction and address issues specific to each manager's use case. Solving issues within one manager's domain at a time helps chip away at problems.

ROI 117

ROI Customer Experience Culture Customer Experience Management 117

Customer Guru

AUGUST 21, 2018

Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. She is a regular contributor to radio and web interviews. Micah Solomon Follow @micahsolomon.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Daniel Group

JULY 17, 2020

Although written in 2016, I recommend McKinsey’s “ Improving the business-to-business customer experience ” which outlines action steps for each leg of the B2B customer journey. Close the feedback loop (communicate with your customer, make changes.). B2B Customer Volume vs. B2C Customer Volume.

B2B 52

B2B B2C 2016 Feedback 52

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. What is customer experience management?

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

SurveySparrow

JUNE 20, 2023

Here’s a step-by-step guide on how to build good customer service in your organization. Understand Your Customers You can’t serve your customers effectively if you don’t understand them. Thus, research your customer base, identify their needs, preferences, and pain points. Eager to use?

Customer Service 52

Customer Service Exceptional Customer Service E Commerce Airlines 52

ClearAction

MARCH 24, 2017

Value chain thinking is extremely valuable in customer experience management. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. What is a value chain? That is mutual value creation. ” .

ROI 48

ROI B2B Metrics Culture 48

ClearAction

FEBRUARY 27, 2017

Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. This reflects the unfortunate current reality, but it does not guide managers to set themselves up for success.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Larger telcos are very competitive because they have built trust among a solid customer base.

Customer Centricity 83

Customer Centricity Telecommunications Webinar Feedback 83

Bob Hayes

AUGUST 15, 2016

Customer Experience Leaders Outperform Customer Experience Laggards. Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty.

Loyalty 64

Loyalty CEM Customer Experience Social Media 64

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience? How Does the B2B Customer Experience Differ from B2C? How Has the B2B Customer Experience Evolved?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

BirdEye

FEBRUARY 21, 2023

It’s especially important for local businesses looking to connect with their communities and grow their customer base. In this comprehensive guide, we’ll walk you through everything you need to know about social media management for local businesses. To do this, you can use real customer data or buyer personas if you have them.

Social Media 98

Social Media Management Multi-Channel ROI 98

BirdEye

NOVEMBER 21, 2023

From leveraging modern approaches like virtual tours to mastering collaborative content creation, this article guides you through strategic steps designed to innovate, captivate, and elevate your marketing game. Podcast sponsorships Sponsoring or participating in design-focused podcasts is a highly effective customer acquisition strategy.

Marketing 109

Marketing Social Media Advertising Workshop 109

BirdEye

APRIL 11, 2023

In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business. Describe your mission statement Within your mission statement, you’ll want to cover why you exist, what your goals are, what products and services you provide, your ideal customer base, and your region of operation.

Download 98

Download ROI Financial Return on Investment 98

BirdEye

SEPTEMBER 16, 2022

They’ll often browse industry-specific review sites and read testimonials from previous customers prior to making a purchase. If you’re eager to build trust with your customer base, you need to get listed on the top business review sites in your industry.

Healthcare 98

Healthcare Return on Investment Hotels Social Media 98

ClearAction

DECEMBER 31, 2017

Customer experience value creation occurs when you empower customers to achieve their goals with greater satisfaction in a win-win approach. We tend to think of how valuable it is to formally manage customer experience. Everyone in your company can contribute to customer experience value.

Customer Experience 73

Customer Experience Innovation Customer Journey Mapping Magazine 73

ClearAction

JANUARY 4, 2020

Gaps between what’s promised and what’s delivered are the main reason why we invest in customer engagement programs — remedial investments. Customer experience management, as it should be managed, is alignment of the company to customers. This was quite powerful in evolving customer-centric culture.

Engagement 48

Engagement Customer Experience Net Promoter Score Customer Centricity 48

BirdEye

MAY 30, 2023

In this article, we’ll tell you how to use competitive benchmarking to improve nearly every aspect of your business. Understanding your market share will help you develop strategies for growing your customer base. Taking a hard and closer look at how you stack up to your competitors will help your company improve and grow.

Social Media 98

Social Media Metrics Advertising Measurement 98

BirdEye

AUGUST 3, 2023

Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. In this article, you will explore the realm of customer satisfaction and how businesses can leverage it to create a loyal customer base. Table of contents What is the customer satisfaction score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Net Promoter Score 98

ijgolding

JULY 24, 2018

Has it helped you better understand your customers? This article will cover a high level overview of machine learning and three steps you can take to make the most of machine learning in your organization. Step #2: Find one or two tactical business rules used across your customer base and replace them.

Virtual Agent 57

Virtual Agent Customer Relationships Definition Customer Base 57

BirdEye

NOVEMBER 19, 2020

Customer expectations are changing rapidly. Businesses that are unable to pivot with customer tastes will find themselves losing revenue to the competition. In this article, we’ll outline the key pillars for a successful Voice of the Customer program. Online Surveys. Net Promoter Score. Download our comprehensive guide.

Net Promoter Score 98

Net Promoter Score Marketing Social Media NPS 98