Ecrion

MARCH 27, 2020

Many companies entered into projects without a stated objective of, say, improving NPS by X% (which equates to $Y in increased revenues), increasing up-sales/cross-sales by $X, or improving customer retention by X% which would grow revenue by $Y. It is easy to take an amorphous objective from a customer and manage to that.

Customer Experience 74

Customer Experience B2C Customer Journey Mapping Metrics 74

Lumoa

APRIL 28, 2024

If you are looking for a customer experience platform that fits your needs, we compared three major tools to help you find the right one: Medallia, Qualtrics, and Lumoa. In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs?

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Kustomer

AUGUST 23, 2021

We know that CX has become a top differentiator online , and brands that invest in a better customer experience are seeing the greatest returns. I can say with confidence, a killer CX strategy is one that harmonizes brand interactions across the entire customer journey. The proof is in the pudding.

Interaction 98

Interaction Brands E Commerce E-support 98

ClearAction

SEPTEMBER 16, 2016

In customers’ minds, this means extra costs, delays, premature roll-outs, and lack of brand integrity: am I dealing with one brand or a mish-mash of opportunists? A variety of sales and service channels help customers get what they need when they need it. Customer Experience Management Prevents Process Silos. Next Steps.

Customer Experience 106

Customer Experience Return on Investment Chief Customer Officer Customers 106

CSM Magazine

NOVEMBER 18, 2020

Agents working from home and changes in customer expectations are just two of the challenges that organisations face. Ed Creasey of Calabrio discusses how successful Customer Service Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. For more information visit: [link].

E-support 52

E-support Customer Journey Mapping Return on Investment Competitive Advantage 52

VDS

MAY 6, 2020

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. However, most employees do not hear much about customers’ realities, experiences, and expectations.

Customer Experience 52

Customer Experience Contact Center Return on Investment Employee Experience 52

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. All this is great news for customer support as an industry. Customers love being able to help themselves.

ROI 40

ROI Return on Investment Customers Fashion 40

CloudCherry

JANUARY 21, 2020

The takeaway is clear: Listening to customers helps companies understand and address customer needs. By staying in touch with customer expectations, companies can win more business and reduce trouble spots in the customer journey. VoC leaders also see an uptick in customer and employee engagement metrics.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Customer Success 52

Customer Success Net Promoter Score Multi-Channel ROI 52

Currency Alliance

NOVEMBER 15, 2021

According to a study by Bain & Company and published in the Harvard Business Review , a 5% increase in customer retention rate can translate into an increase in profits by 25% to 95%. Loyalty mechanics give you the tools to automate frequent, incremental engagement with customers at scale.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

Currency Alliance

MARCH 9, 2021

In the next three years, what is described in this article about headless loyalty will be commonplace – because the benefits are so significant. This article explains what loyalty marketers need to know about the emerging trend of headless loyalty, and sets out the changes you can start making today to put your brand on the right path.

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59

Magellan Solutions

MAY 29, 2021

In this article, we have listed down 9 ways healthcare BPO uses social media to support customers and employees with their needs. Essentially the most basic function of Healthcare BPOs is to help you manage social media platforms to significantly meet customer expectations. 9 Ways Healthcare BPO Make Use of Social Media.

Social Media 52

Social Media Healthcare Hospitality Call Center 52

ERDM

JANUARY 22, 2019

Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* It is critical to rethink this point in the life cycle and move from a focus on ‘closing’ a sale to using this phase to open a relationship.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. He writes about designing a compelling customer experience process and training your team to implement it. What does a “well-designed customer success program” even look like?

Customer Success 134

Customer Success Return on Investment Customer Centricity B2C 134

ERDM

JANUARY 22, 2019

Article by Ernan Roman, President, ERDM Corp. By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Customers expect recommendations and content to truly reflect their preferences.

Customer Experience 49

Customer Experience Sales Customers ROI 49

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” However, most employees do not hear much about customers’ realities, experiences, and expectations.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

SmartKarrot

JULY 27, 2022

Considering the responsibilities handle, customer engagement managers play a critical client-facing role within an organization. However, there are still certain confusions and doubts about the roles and responsibilities of a customer engagement manager. This article discusses everything you need to know about the role.

Customer Engagement 10

Customer Engagement Engagement CEM Management 10

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

Currency Alliance

NOVEMBER 17, 2020

By working at the cutting edge of these trends, you will learn how to get a customer’s attention and target investment at the moments that matter, thereby maximizing return on investment. Continued evolution to being truly customer-centric. The underlying needs of most customers have not changed.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Customer success. Salesforce.

White Paper 71

White Paper Advertising Sales Social Media 71

Grade.us

JULY 13, 2020

36% of both older and younger demographics looked for online reviews at some point during the sales process. If you’re looking to generate leads and win customers with these online visits, it’s a good idea to (1.) provide customers with a unique call tracking number so you can measure campaign performance.

Advertising 27

Advertising Financial Information Return on Investment 27

SurveySensum

AUGUST 26, 2020

To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . And if you are making an investment, you need to make sure that there is a defined and forecasted return on that investment. . Customer Retention . Source: Forrester) .

ROI 98

ROI E Commerce Metrics E-support 98

Comm100

FEBRUARY 13, 2018

Many managers would say yes – the concept of delighting customers to cement loyalty has been ingrained into many people’s thinking, and has become such a commonly held belief that many organizations do not even question it. The ugly truth is that beyond meeting customer expectations, delighting customers has a minimal impact on loyalty.

Call Center 41

Call Center 2005 Social Media Loyalty 41

Comm100

FEBRUARY 20, 2018

Articles about Chatbots boast the innovation that they bring to the table and paint artificial intelligence (AI) as the future of customer service and marketing. What decision makers really want to know is: Is investing in a Chatbot worth it, and how much money can Chatbots actually save? Why Chatbots? Cheap 24/7 Availability.

ROI 53

ROI Contact Center 2018 Social Media 53

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. In the B2B world, the customer experience is crucial for businesses to differentiate themselves in a crowded market. You can foster a customer-centric culture by doing this. However, it also applies to B2B businesses.

B2B 10

B2B Net Promoter Score Customer Success Customer Journey 10