Brad Cleveland Blog

MARCH 24, 2023

We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior and drivers of new technologies. Here’s an excerpt with a link to read the full … Continue reading → The post Are We There for Our Customers When They Need Us?

ROI 47

ROI Customer Experience Professionals Customers Technology 47

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI.

2019 97

2019 ROI Metrics Hospitality 97

Brad Cleveland Blog

MARCH 24, 2023

We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior and drivers of new technologies. Here’s an excerpt with a link to read the full … Continue reading → The post Are We There for Our Customers When They Need Us?

ROI 26

ROI Customer Experience Professionals Customers Technology 26

GetFeedback

AUGUST 14, 2019

Are you satisfied with customer satisfaction? Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. You’ll get custom recommendations based on your score. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Free CSAT Calculator.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . However, business is also all about return on investment (ROI). When a company invests $1, they want to make at least $2 back for their trouble.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional.

CEM 40

CEM Customer Experience Professionals ROI Webinar 40

ClearAction

OCTOBER 1, 2018

Likely, the promise of CXM ROI has been alluring to executives who have asked for quick wins and near-term gains. Apply customer lifetime value to customer intelligence and you’ll prioritize, motivate and sustain internal engagement in improvement and innovation efforts that your whole customer base will reward.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

ROI 100

ROI Net Promoter Score Metrics B2C 100

ClearAction

OCTOBER 4, 2015

c) Put processes in place to pursue both sides of the ROI equation: the faulty investments of status quo processes that aren't hitting the mark for customers (whittle-down dumb costs), as well as upside potential of being easier to do business with. d) Step back and look at things from a customer's viewpoint.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

GetFeedback

JULY 19, 2019

Your customers are definitely ready to share! This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts. Voice of the Customer (VoC) educational video . We’re not the only ones obsessed with the Voice of the Customer. Get the Guide.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Customer Guru

AUGUST 21, 2018

Kate is the VP and Principal Analyst at Forrester and serves Application Development & Delivery Professionals. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. She is also a board member of the Customer Experience Professionals Association.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Kitewheel

MARCH 25, 2019

Unfortunately, many businesses still struggle to deliver great, well-orchestrated experiences. This blog highlights ten simple ways that your business can clean up your CX this spring. Most businesses struggle to connect all of the relevant data on their customer experience. Measure ROI across interactions.

Hotels 76

Hotels ROI Customer Journey Retail 76

Beyond Philosophy

JUNE 6, 2019

In these cases, customers know they are being recorded and that the technology is analyzing their facial expression, a big difference from mass surveillance without permission. Your job as a marketer and a Customer Experience professional is first to ensure that customers understand the benefits and that they can see them.

Banking 141

Banking Airlines Technology Competitive Advantage 141

Lumoa

APRIL 21, 2022

Assume that your Customer Insight technology tells you that: 8% of your calls can be categorised as “lack of transparency”, where customers contact you to find the status of a process or get an update on something (e.g., But so long as you connect the Customer Story to the Money Story, people will listen. You’re not alone.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

ROI 62

ROI Net Promoter Score Metrics B2C 62

Pointillist

MAY 19, 2020

times more likely than underperformers to be able to connect customer data in each channel with three or more other channels. “ Diane Magers, CCXP Founder and CEO Experience Catalysts For the second consecutive year, quantifying the ROI of customer experience initiatives is the top CX challenge.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

ijgolding

JANUARY 15, 2016

They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

CX Journey

JANUARY 2, 2019

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!) This is an ongoing conversation: What does customer experience transformation success look like? How do we show ROI? How do we show ROI? I outlined how each contributes.

2018 37

2018 2005 2019 ROI 37

CX Journey

JULY 5, 2018

It appeared on their blog on December 14, 2017. Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear.

2017 47

2017 Customer Experience Professionals Metrics Presentation 47

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Lumoa

APRIL 24, 2018

Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. blog linkedin twitter Why? "I Companies need to employ multiple sources of information to tell the story of customers lives. Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Pointillist

JUNE 5, 2019

While experience metrics (like NPS® or CES) provide guidance for understanding the outcome of customer interactions with your brand, the financial outcomes quantify any changes in customer behavior that result. For example, only 26% say they use revenue as a yardstick to measure customer experience success.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Beyond Philosophy

OCTOBER 28, 2021

In addition to oversimplifying both the concept and the solution, the third reason Customer Experience as we know it is dying is because organizations jumped on the Customer Experience bandwagon without knowing what it means. However, Fairbanks didn’t stop there, and now there are Capital One Cafes. .

Customer Experience 97

Customer Experience Net Promoter Score Insurance Leadership 97

CX Journey

OCTOBER 5, 2015

Yes, she wants/needs to see the numbers , the ROI. This means that, as a CX professional, you know you need to start by building the bu siness case and earning your CEO's commitment. Jon Madonna This post is part of the Customer Experience Professionals Association's Blog Carnival "Celebrating Customer Experience."

E-support 68

E-support Leadership Government ROI 68

Alida

SEPTEMBER 22, 2016

Mike Thiede, customer experience consultant at Alliant Energy, agreed, saying that continuous engagement is required to ensure your customer personas reflect changes in preference and taste. RELATED STORIES: Finding power in feedback: How Alliant Energy drives award-winning customer experience [blog post].

2016 267

2016 Innovation Marketing Insights 267

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Natalie Petouhof

SEPTEMBER 22, 2016

But if they are doing all that, why do customer still report, in large part, that their experience of most brands is not up to snuff? What I discovered is that there are two groups of people that think about customer / digital experience, but in very different ways. So how could that be? DrNatalie Petouhoff.

Customer Experience 69

Customer Experience Customer Experience Professionals Social Media 2016 69

Storyminers

MAY 8, 2017

They all use the six customer experience pillars.

Innovation 76

Innovation ROI Customer Experience Professionals Customer Centricity 76

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. It’s only when he went to customer experience that he lost it. Dan Gingiss: That’s true.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Once this is understood, I’d recommend speaking with customers to collect feedback about what success actually looks like. Question 6. Question 7.

Customer Success 40

Customer Success Culture Books Blog 40

Customer Guru

MARCH 7, 2018

We hear many stories where companies have gone over-the-top to delight the customers. While it is great for customer experience, it is also a cost to the company. Also, what kind of ROI must the senior management look for in investing in customer centricity? For me, going over the top might not help.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Customer Journey Orchestration: Accordant on Finding a Path to Purchase. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Russel Lolacher

OCTOBER 10, 2022

DoingCXRight Website – Contact , Podcast , Blog , Mentorship. Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. Connect and learn more about Stacy on her platforms: Twitter.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21