ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Article 48

Article Customer Experience 2009 White Paper 48

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That is what customers reward.

ROI 48

ROI B2B Metrics Culture 48

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. Your existing customers are far easier to upsell. Why is this?

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? 4 Steps to Customer Experience ROI. Capture customers’ informal post-purchase comments.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. There is even more room for disparity when CX lives in departments other than Marketing. When advertising doesn't align with experience. Your advertising and marketing should be consistent with that.

Marketing 67

Marketing CEM 2001 Advertising 67

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Let’s explore how you can use analytics to revolutionize your customer experience. Think about it.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

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. It usually takes into account factors such as marketing objectives, financial constraints, competitive analysis, and customer needs. Consider market conditions. What is a business strategy template?

Download 98

Download ROI Financial Return on Investment 98

GetFeedback

JANUARY 12, 2020

Rather, in this article, I’ll try to help you identify the weaknesses in your customer journey that, if improved, would actually lead to improved customer satisfaction and better business performance. . Read articles including one that discussed “ the best bike pumps in 2019. ” .

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

ClearAction

DECEMBER 30, 2017

When it’s not, we’re investing a lot in efforts that aren’t producing what they otherwise could (sub-optimal ROI). When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them. How to Solve Customer Experience Silos.

Customer Experience 118

Customer Experience Customer Centricity ROI Customer Experience Management 118

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. The market reacts, and reviews pour in. Real-time Analysis: In a fast-paced market, staying updated is key.

Social Media 157

Social Media Feedback User Experience Insights 157

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

BirdEye

FEBRUARY 21, 2023

Social media is also a powerful marketing tool used by businesses of all sizes. 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.

Social Media 98

Social Media Management Multi-Channel ROI 98

ClearAction

OCTOBER 20, 2015

In the future, companies that treat customer experience excellence as the context for everyone’s roles, thinking, and actions will outpace their competitors in success. Context is one of five success factors described in my recent article, Customer Experience for the Future: 5 Keys. NPS) scores.”.

Customer Experience 83

Customer Experience Social Media ROI Customer Experience Management 83

BirdEye

MARCH 29, 2024

This significant finding underscores the imperative need for real estate professionals to harness the power of social media to stay competitive and relevant in today’s market. These platforms can transform how you connect with clients and improve your real estate reputation management.

Social Media 58

Social Media Sales Advertising Connections 58

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Look inside at CLV to determine ROI. Start with the facts.

Leadership 70

Leadership ROI CEM 2001 70

ClearAction

NOVEMBER 3, 2015

are by customer or by department. prevent recurrence for all customers. customer-facing staff. is grounded in customers’ realities. Customer retention. It looks objectively at the plight of customers, and strives to stand out from the crowd in fitting like a glove to customers' needs.

Customer Experience 101

Customer Experience ROI Customer Experience Management Sports 101

BirdEye

APRIL 18, 2023

This means for business owners, advertising locally is essential to keep the doors open and reach the target audience in the local market. Local advertising, also known as local marketing , is a type of marketing strategy that targets people in a specific geographical location, such as a city or town. Let’s look at some below.

Advertising 98

Advertising Social Media Events Magazine 98

ClearAction

SEPTEMBER 28, 2015

Here are 5 words representing successful customer experience management (CXM) in the future: 1) Context. 1) Customer Experience Excellence as a Context. Every job exists thanks to customer funding. Why it's key to future success: Expecting customers to do something for the company is perhaps a bit odd.

Customer Experience 105

Customer Experience 2015 ROI Customer Experience Management 105

ClearAction

OCTOBER 25, 2022

What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors. How can customer experience management achieve this? Apply: how managers apply CX insights indicates your Align CXM and Embed CXM maturity levels.

Sports 71

Sports 2009 2022 Financial 71

Michel Falcon Experience

SEPTEMBER 17, 2014

They support their management team with a respectable operating budget. I recently hosted a keynote speaking engagement for customer experience management professionals. When I asked the audience, “How many people believe they have a sufficient budget to improve their company’s customer experience?”.

Customer Focused 167

Customer Focused Customer Centricity ROI Social Media 167

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

DECEMBER 11, 2016

Business results are correlated with coordination of customer experience management methods. 2 Companies that foster communication or central supervision among managers of different types of customer experience (CX) endeavors demonstrate better results than other companies.

Customer Experience 73

Customer Experience Net Promoter Score Loyalty Programs 2010 73

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Why do companies succeed?

Customer Experience 118

Customer Experience White Paper ROI Financial 118

BirdEye

MAY 19, 2023

If you’re running a business, then you have definitely heard that word-of-mouth is marketing gold. When a customer brings in a new customer, it shows the merit in your products, service, and the brand as a whole. It takes a higher level of customer satisfaction to get referrals than it does to get sales.

Metrics 98

Metrics Measurement Customer Satisfaction Information 98

BirdEye

APRIL 4, 2023

This article explores business budgets and a step-by-step guide on creating one with a free business budget template. Marketing budget A marketing budget focuses on advertising costs, organic content marketing costs, marketing event costs, and design costs, to name a few. But it is easier said than done.

Financial 98

Financial Events Sales Insurance 98

ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. It doesn’t cost.

2020 26

2020 Article Customer Service Customer Retention 26

ClearAction

DECEMBER 30, 2017

When it’s not, we’re investing a lot in efforts that aren’t producing what they otherwise could (sub-optimal ROI). When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them. How to Solve Customer Experience Silos.

Customer Experience 75

Customer Experience Customer Centricity ROI Customer Experience Management 75

ClearAction

DECEMBER 31, 2017

Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth. Strategy Prerequisite #5: Drive ROI.

Customer Experience 79

Customer Experience Customer Journey Mapping Net Promoter Score Definition 79

ClearAction

AUGUST 16, 2016

This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). We worked with people in HR, Marketing, and IT whose help we needed to pull together these tools and processes. 3 Types of Customer Experience Action Essential to ROI.

Voice of Customer 67

Voice of Customer Customer Experience Sports Workshop 67

ClearAction

FEBRUARY 11, 2015

What was it about this seemingly clever idea that didn't jive with customer experience excellence ? It boils down to the notion of customer experience management as " engaging customers " in any way possible, or doing things to customers, or getting customers to do something for you.

Customer Experience 111

Customer Experience Customer Experience Management Customers Loyalty 111

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ClearAction

AUGUST 3, 2015

" What's needed for customer experience management is a jack of all trades (in any person or among a cohesive team) in market research, analytics, organizational learning, change management, process improvement, lean/six sigma, team motivation, metrics, internal promotion, and organizational development.

Customer Experience 80

Customer Experience Customer Experience Management Sports Customers 80

ClearAction

SEPTEMBER 10, 2018

Here are the first 5 of 10 proven principles for centering your business on customers. This article is the capstone of a 12-part series on Customer-Centered Business: 10 Keys to Organic Growth , which prescribed 4 prerequisites for each of these 10 keys: 1. This article is twelfth in a year-long series with these topics: 1.

Customer Experience 48

Customer Experience ROI Customer Centricity Financial 48

PeopleMetrics

MAY 24, 2018

Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons. These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Bruce Temkin , Managing Partner, Temkin Group.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

ClearAction

FEBRUARY 27, 2015

If you believe that unhappy customers are caused by reality not living up to expectations, then one of the most valuable things your voice-of-the-customer research can reveal is how to recognize and proactively manage customers' expectations. Related articles: Voice of the Customer: Do This, Not That.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

Pink Guava

JUNE 14, 2022

Over the next few weeks, we will address different guiding principles that help drive innovation in customer experience management. if you want to buy a house, everywhere you look you find these sales banners, advertisements for exciting deals, and newspaper articles on tips to buy houses.

Customer Journey Mapping 76

Customer Journey Mapping Innovation Customer Experience Management Feedback 76

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