GetFeedback

MAY 2, 2019

It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX. Scary, right?!

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Addressing one at a time can help you save one customer at a time from defecting to your competition. 2) Macro Customer Experience Action.

ROI 117

ROI Customer Experience Culture Customer Experience Management 117

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 56

ROI Customer Service Average Handle Time Customer Experience 56

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. Think about it.

ROI 45

ROI Social Media Airlines Customer Service 45

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. ” 3. .

ROI 48

ROI B2B Metrics Culture 48

Bill Quiseng

JANUARY 10, 2024

QUI QUOTES Reminders about Customers and Customer Service 15 QUI QUOTE Reminders about Leadership and Employee Engagement. You can either repeat these QUI QUOTES or remind yourself, your customer CARE team, or your leadership colleagues about these QUI QUOTES which are collectively published this month in 2024.

Leadership 97

Leadership Customer Service Social Media Advertising 97

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. In this session learn how HP, ALEX AND ANI and Honeywell not only provide exceptional service to their customers through social channels, but how they capitalize on these interactions as a marketing opportunity. Speakers: Jessica Woodbury, Sr.

Customer Care 58

Customer Care Social Media Connections Marketing 58

BlueOcean

FEBRUARY 27, 2018

If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Social Customer Care Cannot Be Ignored.

Social Media 199

Social Media Customer Service Contact Center ROI 199

BlueOcean

JULY 16, 2019

One that can wow your customers while simultaneously delivering an unparalleled ROI? That means greater buying power when your outsourced customer care team is located in Canada. You’ll access a deeper labor market. That means a more highly educated labor market and more qualified candidates to choose from.

Contact Center 174

Contact Center Sports Culture Customer Care 174

BlueOcean

JANUARY 8, 2019

This is a knowledge gap that prevents companies from comprehensively understanding the impact of a single customer on their revenue, and, in turn, how their customer experience impacts the company’s success. The Cost of Customer Retention vs Acquisition. How do these statistics help us determine the cost of losing a customer?

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service Social Media 299

NetBase

AUGUST 1, 2019

Is your brand doing everything it should be to capture the EMEA market? Our 2019 EMEA Social Media Market Survey Report answers that question, and more. It presents findings from a comprehensive survey of 588 senior EMEA marketers, sharing what they’re doing to get and stay ahead of competitors, and how you can do the same.

Social Media 53

Social Media 2019 Marketing ROI 53

NetBase

AUGUST 17, 2020

Many marketers are relying on advanced social media analytics intel combined with powerful social media listening capabilities to inform strategy. We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Global Marketers Share Social Media Analytics Understanding. Manage customer care.

Social Media 56

Social Media 2020 Marketing ROI 56

NetBase

JULY 25, 2019

Wondering if your marketing efforts are up to snuff when compared to other brands in your industry? Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. Social Media Marketing Metrics. Market Misunderstandings Can Prove Fatal.

Social Media 65

Social Media 2019 Marketing ROI 65

BlueOcean

OCTOBER 23, 2019

In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Expensive Labor Market. Deeper Labor Market. The More Affordable Alternative.

Customer Service 136

Customer Service Contact Center Transportation Customer Care 136

Lithium

JUNE 17, 2019

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media 2019 Advertising 40

Stella Connect

JUNE 15, 2017

Mystery shopping employed in isolation (without the benefit of subjective data) provides only one angle on the customer experience, which leaves a lot to assume or guess. If your employees are complying with brand standards 100% but your customers aren’t satisfied, what’s the problem? Mystery shopping alone can’t tell you that.

ROI 40

ROI Measurement Brands Omnichannel 40

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Whether you are a net winner or loser in this reset depends on your value proposition for each customer – not the general proposition you offer all customers.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. For more information on this report, you can find it here.

Social Media 56

Social Media Engagement ROI Customer Care 56

NetBase

FEBRUARY 18, 2019

If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start! Why are influencers the most powerful marketing tactic at your disposal? Yes, influence can – and does – offer jaw-dropping ROI for brands when done correctly.

2019 55

2019 Marketing Social Media ROI 55

BlueOcean

SEPTEMBER 30, 2019

Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customer care volume. And it doesn’t take a rocket scientist to figure out that vacant space has a negative impact on ROI.

Contact Center 149

Contact Center Omnichannel Customer Care ROI 149

Lithium

DECEMBER 28, 2020

So how can your brand stand out in the areas your customers care about? For example, 88% of brands think they are engaging with customers at every point of need, but only 15% of customers say they regularly see brands engaging with them. Proving the ROI of customer engagement is possible. Yes, numbers.

Engagement 52

Engagement Social Media 2019 ROI 52

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. However, only focusing on the care side of engagement would be a rather significant misstep. Marketing in new channels to draw in new customers is a delicate dance. For customer Care, it’s quite simple.

Hospitality 52

Hospitality Brands Travel Airlines 52

NetBase

FEBRUARY 18, 2019

If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start! Why are influencers the most powerful marketing tactic at your disposal? Yes, influence can – and does – offer jaw-dropping ROI for brands when done correctly.

2019 40

2019 Marketing Social Media ROI 40

Conversocial

MARCH 26, 2021

It’s never quite that simple though, there are always improvements that can be made to achieve the perfect balance of excellent ROI, low CPL and high sign-up rate. In a lot of digital marketing, brands are stuck trying to find and target the ideal leads until they can get an email address, phone number, or any form of contact details.

Engagement 110

Engagement Advertising ROI Brands 110

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Measurement 71

Measurement 2021 Management Omnichannel 71

Lithium

AUGUST 3, 2022

Don’t cut your marketing budgets only to lose ground to your competitors. Khoros Marketing expert Matt Deluca dives into exactly when cost-cutting makes sense. Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. Parker Hicks. Matt Deluca.

ROI 52

ROI Marketing Social Media Advertising 52

Natalie Petouhof

MARCH 10, 2016

Tweet New Call Tracking For Digital Marketing – Well if you thought the only people who cared about phone calls to brand were people in the contact center, then you may be surprised by DialogTech’s new solution. However, often times those “marketing” type calls go to the contact center.

Marketing 45

Marketing Contact Center ROI Advertising 45

NetBase

APRIL 5, 2019

It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. Price: Request a custom quote.

Social Media 99

Social Media Marketing Multi-Channel Metrics 99

COPC

NOVEMBER 5, 2021

When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. Again, it’s crucial to consider why the customer is reaching out and the best channel to communicate with them. Competitive Sourcing Insights.

Contact Center 52

Contact Center Workshop White Paper 2021 52

transcosmos Information Systems

MAY 31, 2018

Some of these channels include desktop, mobile, apps, SMS, and email marketing to name a few. Omnichannel e-commerce relies heavily on creating a consistent and seamless customer experience across all channels and is often confused with multi-channel. Embrace all possible channels in the customer journey.

E Commerce 83

E Commerce Omnichannel E-support Multi-Channel 83

Magellan Solutions

JUNE 1, 2021

Numbers Behind Non-voice Customer Care Outsource. To say it simply, businesses see it only as a background service or fallback option support to customers. . “The More than that, it is a low cost marketing and customer service tool to help you expand your reach, build trust and create a community.

Customer Service 52

Customer Service Social Media Call Center 2025 52