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

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. Don’t waste the time, energy, money on creative, content and campaigns without taking into consideration if you are solving your customer care issues. Speakers: Jessica Woodbury, Sr. Waladeen Norwood, Global Social Media Manager for HP.

Customer Care 58

Customer Care Social Media Connections Marketing 58

Natalie Petouhof

APRIL 26, 2016

What’s interesting – and if you follow me, you know I am an ROI gal – is that GM was able to trace their social interactions to actual car sales. This new case study shows the depth and strength of how GM is taking advantage of what social media can provide to the business.

Social Media 56

Social Media Engagement ROI Customer Care 56

Lithium

JULY 7, 2022

ROI's of high SEO scores on communities. Traffic drives sales, questions, answers, and authentic customer engagement with your brand. Thanks to SEO, customer care agents' volume could be reduced by having engaged community users answering frequently asked questions. How would high user traffic mean higher sales?

Social Media 98

Social Media Reference ROI Brands 98

SurveySensum

MARCH 20, 2024

From launching industry-specific surveys to real-time text analysis to a closed-loop ticketing system, the tool packs a strong punch when it comes to extracting actionable insights, taking action in time, and boosting the overall customer experience while driving the CX-driven ROI. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

Natalie Petouhof

MAY 27, 2016

Customer Experience IOT in the Automotive Industry-Upcoming. **. . Customer Experience IOT in the Automotive Industry-Upcoming. **. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. •

Social Media 40

Social Media E-support E Commerce ROI 40

Customer Bliss

DECEMBER 20, 2016

Like many Chief Customer Officers, Amy kept getting pulled in the direction of the customer, but needed to find her path to a formal role. At Lifesize, she was initially VP of Customer Care. That scope ultimately didn’t make sense, which is how she became the Chief Customer Success and Happiness Officer.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

CSM Magazine

FEBRUARY 17, 2022

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service. About the Authors.

Customer Service 98

Customer Service 2016 2022 Brands 98

BlueOcean

DECEMBER 13, 2022

If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. A team of passionate, empowered agents can affect your loyalty program’s ROI.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Magellan Solutions

OCTOBER 18, 2016

“It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013. In the same report, 49% of the respondents recognized that they achieved better ROI by investing in relationship over acquisition marketing. Need help in upgrading your customer care?

Customer Base 68

Customer Base Social Media 2013 ROI 68

Gainsight

MARCH 21, 2019

The natural tendency of customers and vendors is to drift apart, not closer together. Let’s say it another way: The natural tendency of all your customers is to churn. You make the sale, close the deal. Every ex-customer is just another lead for a new sale. The y-axis is experience—does the customer like you?

ROI 78

ROI Webinar Return on Investment Customers 78

ClearAction

OCTOBER 4, 2015

For example, at Applied Materials where I worked for 11 years, we had a corporate value of "close to the customer" We took a lot of pride in that. We had to be close to our customer because the sales cycle was many months in duration, and the product manufacturing and installation cycles were just as long.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

ShepHyken

JULY 31, 2020

It is a great growth hacking tool for companies with continually evolving standards as it merges CX and customer service to help the customer understand your novel offerings, all the while increasing upselling opportunities and shortening the sales cycle. Measure Customer Satisfaction Beyond Traditional C-SAT Scores.

Customer Service 110

Customer Service Customer Experience Net Promoter Score E Commerce 110

CustomerSuccessBox

APRIL 19, 2022

This enables marketers to rise above opens and clicks and connect campaign performance to customer experience goals and business objectives such as revenue, cost, and retention. Customer Care and Customer Service Team. Scaling success within Customer care and service effort is a nerve-wracking deal.

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 52

Currency Alliance

APRIL 15, 2024

A currency owner must account for issued points as a cost of sale, and, if they follow solid fiduciary guidelines, set aside a pool of money in a separate bank account to cover liabilities when the points are redeemed. On the customer side, you’re looking to create the greatest possible perceived value.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

TechSee

JULY 24, 2018

This approach enables the enterprise to engage him in a personal way, ensuring that his needs are met at every stage of the customer journey. According to the Harvard Business Review , personalization can deliver five to eight times the ROI on marketing spend and can lift sales by 10% or more.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

Joe Rawlinson

AUGUST 15, 2018

That said, in trying to revamp their policies many brands lean into myths that make no business sense nor bring any customer satisfaction: 1. The Great Myth: The Customer is Always Right. This is thought to have been perpetuated by sales gurus and trainers. More training for customer care executives = More satisfied customers.

Customer Satisfaction 88

Customer Satisfaction Customers Brands Customer Care 88

Lithium

JUNE 11, 2019

Understand why Marketing and Customer Care are merging. ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Understand why Marketing and Customer Care are merging. ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Understand why Marketing and Customer Care are merging. ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction.

Workshop 40

Workshop 2018 Social Media ROI 40

CCO Council

NOVEMBER 4, 2019

And ensure you can demonstrate relevant ROI. One company was experiencing 33% annual customer churn. Interviews with customers, sales, and customer care showed that the problem wasn’t about poor customer rescue and retention processes in customer care. Finalize the Business Case.

ROI 40

ROI Call Center Effort Score Measurement 40

BlueOcean

FEBRUARY 7, 2019

We get it; earning executive buy-in on the decision to outsource your contact center usually includes a discussion about ROI. But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

Metrics 219

Metrics Customer Care 2019 Measurement 219

Comm100

DECEMBER 14, 2017

Measurements assessing the ‘gap’ between these two states should be made at regular intervals, as services can change based on many different variables – time of year, sales volumes, holidays etc. The former get a new perspective and insight, while the latter appreciate the work going into the customer experience. Conclusion.

Customer Experience 94

Customer Experience ROI Metrics Net Promoter Score 94

Think Customers

JUNE 1, 2021

And RPA can help employees across the board in an organization: customer care, sales, finance, HR, supply chain, IT, and procurement. The purpose of automation isn’t to phase out humanity; it’s to make people better at what they do and deliver great customer experiences.

Contact Center 52

Contact Center Automotive Hospitality Insurance 52

Pointillist

SEPTEMBER 10, 2020

Since sales, marketing, customer service, operations and billing all engage directly with customers, many organizations are challenged to integrate data across business functions and touchpoints. The customer care team oversees the call center, IVR, chat and other customer service channels.

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

NetBase

JANUARY 2, 2020

Resolution #2: Customer Care. Customers expect to reach you on social media when they have a problem. Leading businesses udnerstanding how crucial CX is to ROI, using it to inform every bit of their processes, including: Launching new products. Improving customer satisfaction. Improving operations.

2020 60

2020 Brands Social Media Consumers 60

Magellan Solutions

SEPTEMBER 9, 2020

Based on the live chat statistics 2020 of Finances Online, 67% of B2C businesses use live chat for customer support. 74% of B2C and 85% of B2B utilize it for sales. 91% of customers globally want real-time assistance. When used properly, live chat for customer service can bring you 120% ROI with payback in only 6 months.

2020 52

2020 Insights B2C E-support 52

Lithium

AUGUST 3, 2022

Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. We sat down with Matt Deluca, Khoros Director of Strategic Services, to better understand when cost-cutting makes sense, and how to understand the varying ROI of the marketing world. Parker Hicks.

ROI 52

ROI Marketing Social Media Advertising 52

Magellan Solutions

JUNE 13, 2020

This American multinational information technology company has invested in a self-hosted live chat service to provide its customers with tech support 24/7. Through a Live Help feature , customers can choose between the different departments namely Sales Help, Returns & Exchanges, and Product Support to attend to their needs.

Retail 52

Retail Apparel Customer Satisfaction Fashion 52

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. So, let me share some insights into some recent customer service journey experiences I’ve had with organizations where AI and the cultural/people integration are being (or not) applied. I tried that to no avail.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. In our coaching study with the Sales Management Association, only about 40% of the managers we surveyed said they are coached by their leaders. Empowering Your Contact Center Managers to Act.

Contact Center 60

Contact Center 2018 2019 Culture 60

Kayako

OCTOBER 25, 2017

Deliver live chat incorrectly and you will put customers off using your business: . But live chat done correctly will boost your sales , revenue, and loyalty: When the chat experience is geared towards the user, consumers are 51% more likely to return. 56% of consumers could not recall a positive live chat experience – ever.

User Experience 84

User Experience Consumers ROI Loyalty 84

Fox Metrics

NOVEMBER 19, 2020

Measure ROI and Your Marketing Impacts. This tells you the ROI from your social media efforts. If you’re one of those not seeing increased ROI from social media , you are in good hands. The customer care team is always available to provide help whenever you need it. Revenue From Social Channels.

Social Media 59

Social Media Metrics ROI Measurement 59

NetBase

DECEMBER 3, 2019

Keeping pace in a few, very fixable, ways would make a huge difference to their long-term ROI. Those ways include: Understanding every part of the customer journey. Qualify and act on customer leads. Determine how to cross-sell to current customers. Update your customer care program, operational processes, and policies.

2019 52

2019 Entertainment Insights Social Media 52

SmartKarrot

OCTOBER 10, 2022

Create account engagement plans for all customers, Own and drive operational communications, including Customer ROI from the platform throughout the customer journey. Assist in the on-going technical and sales education and development of the broader team.

Customer Success 19

Customer Success Seminar Roadmap Healthcare 19

SmartKarrot

MAY 22, 2023

The customer strategy will be completely in line with the CC’s area management strategies as well as our divisional goals. To promote customer success and loyalty, assemble a team of customer success managers and customer care agents. Cultivate enduring connections with BioSpace customers.

Customer Success 19

Customer Success ROI Customers Customer Retention 19