Beyond Philosophy

FEBRUARY 10, 2020

Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients. However, business is also all about return on investment (ROI). Customer Driven-Growth.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Investing in truly understanding them has a massive financial payoff. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Investing in truly understanding them has a massive financial payoff. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Investing in truly understanding them has a massive financial payoff. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

Lumoa

JUNE 30, 2022

There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. During an economic downturn, your greatest investment should be in your current customer base.

Return on Investment 75

Return on Investment Competitive Advantage ROI Communication 75

Magellan Solutions

FEBRUARY 20, 2024

Benefit: Improved customer query resolution and service accessibility. Outcome: Enhanced customer satisfaction and streamlined support processes. Toys “R” Us Toys “R” Us faced financial challenges but didn’t let that stop them from enhancing their customer shopping experience.

Customer Satisfaction 52

Customer Satisfaction Loyalty ROI Technology 52

ShepHyken

OCTOBER 4, 2019

Smart businesses are now turning their heads to customer engagement platforms. An effective customer engagement platform allows you to reward your brand loyals. Such rewards drive better revenues, ROI, and profits. What is customer engagement? Well, there is nothing fancy about customer engagement.

Blog 122

Blog Brands Engagement ROI 122

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. Don’t forget customer satisfaction & feedback. The problem is, many B2B community managers are unsure about how to get started.

ROI 61

ROI B2B Roadmap Download 61

CSM Magazine

FEBRUARY 3, 2023

Customers in a recession are more hesitant than ever to take the plunge with a new product or provider, so it takes more effort and resources to convert them than during a healthy economic environment. Some customers drop out of the market entirely. It’s clear, customer acquisition is not where our focus should be in 2023.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

BirdEye

MARCH 24, 2023

Table of contents Business development defined Differences between business development and sales Business development versus sales development Differences between business development and marketing What does a business development manager do? Business development is identifying prospects and looking for ways to reach prospects.

2023 98

2023 Return on Investment Social Media Sales 98

CSM Practice

SEPTEMBER 18, 2020

In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers. Financial acumen. Sales/CS experience. How to make sure they are coordinated?

Customer Success 52

Customer Success ROI Sales Customer Centricity 52

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Note, every customer success metric you can measure falls into one of these four categories: Customer Success Team Performance Metrics. Customer Financial Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Oracle

NOVEMBER 16, 2020

Make sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last. In a responsive selling environment, businesses’ ability to react quickly to customer demands pays off in the form of measurable returns on their respective investments.

ROI 40

ROI Sales Financial Government 40

Call Experts

SEPTEMBER 15, 2022

The first step in the sales process should be a lead qualification. Different strategies are recommended for qualifying leads depending on your sales team’s philosophy. If your product or service has a global customer base, support them around the clock. Great for Lead Qualification and Closing Ratio.

Customer Service 52

Customer Service Average Handle Time Customer Retention Metrics 52

West Monroe

JUNE 1, 2023

Where new CPO priorities are shifting In today’s resource-constrained moment, CPOs will need to have greater financial fluency, meet key data-driven metrics, and collaborate with other C-suite leaders to drive strategic growth. CPOs are well-positioned to be more strategic players in this evolving landscape.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

Magellan Solutions

MAY 16, 2021

On top of after sales support, nurturing existing customers and going after new ones is the standard business practice. This helps brands build rapport and grow their market reach and increase their loyal customers. Whether for business growth, sales or ROI increase. Provides customer with vital human support.

Telecommunications 52

Telecommunications Transportation Banking Insurance 52

Kustomer

NOVEMBER 4, 2020

Microsoft predicts that by 2025 as many as 95% of customer interactions will be through AI. Sales and CX teams are using business VoiP services equipped with AI to quickly address customer queries and improve their communication. The transportation industry is waiting in anticipation as automated cars threaten disruption.

2021 140

2021 Customer Experience E-support Omnichannel 140

Currency Alliance

APRIL 15, 2024

The costs and risk of being a currency owner Loyalty programs are regulated entities in most jurisdictions, which means there are legal and financial considerations to being a currency owner. On the customer side, you’re looking to create the greatest possible perceived value. Consider the example of a retailer (i.e.,

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

BirdEye

JULY 10, 2023

The end goal is to widen their respective customer bases by increasing awareness. Expanded reach: Collaborative efforts like influencer partnerships allow brands to tap into each other’s customer base or target audience. Goals might be to expand your audience, increase brand awareness, or drive sales.

Brands 52

Brands Fashion Social Media Retail 52

CSM Practice

JULY 6, 2020

At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn. SaaS businesses that thrive during this period not only retain their customers but also sell more of their services to them.

Sales 71

Sales Customer Success Connections Customer Base 71

CSM Practice

JULY 6, 2020

At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn. SaaS businesses that thrive during this period not only retain their customers but also sell more of their services to them.

Customer Success 71

Customer Success Sales Connections Customer Base 71

SurveySparrow

APRIL 11, 2021

It is a strategy where your buyer gets to know who you are, what you offer, and how you can help their business with targeted content and nurturing instead of pushing for a sale. You gain your prospective customer, aka buyer’s trust, move them from the top of the funnel to its bottom. What is a lead nurturing strategy?

Social Media 98

Social Media Metrics Webinar Demo 98

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Note, every customer success metric you can measure falls into one of these four categories: Customer Success Team Performance Metrics. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Note, every customer success metric you can measure falls into one of these four categories: Customer Success Team Performance Metrics. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

ChurnZero

OCTOBER 30, 2020

We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. They want to be trusted business partners and work strategically with the customers,” says Olson. “In

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

Pointillist

SEPTEMBER 10, 2020

While it does focus on the importance of context, the context employed by RTIM is typically limited to current and recent transactions, rather than a customer’s overall experience with the company. It’s about ensuring that every moment of your customer’s experience is relevant and cohesive.

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

Confirmit

OCTOBER 18, 2018

Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth. Despite this fact, and irrefutable evidence that existing customers are more valuable than new ones, customer retention has often taken a back seat to driving sales. Interesting Links. Learn More.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

CSM Practice

JANUARY 13, 2021

Sales, adoption, expansion, and renewal all start with the customer. SaaS customers buy products based on an expectation of value, which demands a shift to an outcome-based selling approach. The success of the renewal process is deeply connected to the sales process. Identify customer financial goals.

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

Currency Alliance

OCTOBER 12, 2020

Most people in developed countries spend about $2,000 per month on discretionary items: groceries, pharmacy, gas, clothing, financial services, utilities, and housing. I would argue that this type of ecosystem collaboration would lead to more sales, a shorter sales cycle, reduced delivery cost and greater customer satisfaction.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

ChurnZero

AUGUST 21, 2020

So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

ShepHyken

AUGUST 21, 2023

How to Turn Your Customers Into Fans by Sofya Pogreb (AllBusiness) How, then, can SMBs take these strong connections with customers and translate that into business growth? How can you activate your customer base to be vocal advocates for your business? It’s not just about making a sale. And why shouldn’t they?

Article 12

Article Hospitality Customer Service 2023 12

inmoment

JULY 4, 2020

Practitioners can also use these links to prove ROI to decision makers, which helps determine both which projects to prioritize and how to build a case for (more) funding. Remember that customers are a company’s best source of marketing. There are several key ways to think about and measure customer retention.

Customer Experience 40

Customer Experience Customer Retention Metrics Measurement 40

delighted

OCTOBER 4, 2019

Many organizations understand that customer experience (CX) is important for retention and brand affinity. 86% of consumers are willing to pay more for a better customer experience. According to the Temkin group, customers who have a positive brand experience are 77% more likely to refer your business or service to a friend.

Marketing 40

Marketing Customer Experience Net Promoter Score Reference 40

Kustomer

NOVEMBER 4, 2020

Microsoft predicts that by 2025 as many as 95% of customer interactions will be through AI. Sales and CX teams are using business VoiP services equipped with AI to quickly address customer queries and improve their communication. The transportation industry is waiting in anticipation as automated cars threaten disruption.

2021 52

2021 Customer Experience E-support Omnichannel 52

Bob Hayes

APRIL 11, 2016

In their attempts to improve systemic problems, companies use these data to identify where customer experience improvement efforts will have the greatest return on investment (ROI). Customer relationship surveys allow customers to provide feedback in two important areas: 1) their satisfaction with different customer touch points (e.g.,

Loyalty 40

Loyalty Reference Customer Relationships ROI 40