Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event.

2024 52

2024 Events Leadership Innovation 52

CSM Magazine

APRIL 11, 2024

“However, achieving this level of insight is challenging without a truly centralised data strategy that gathers information and insights from across the entire business. CRM is no longer just a tool for routine marketing activities and sales administration.

Books 52

Books E-support Customer Experience Customer Journey 52

Forrester's Customer Insights

MARCH 18, 2015

And in order to activate insights from these customer analytics solutions, you need a robust set of marketing technologies to serve as systems of customer engagement. We have two open Customer Insights analyst positions to focus on these critical coverage areas - customer analytics & enterprise marketing technologies.

Customer Insights 40

Customer Insights Insights Technology Presentation 40

CCO Council

NOVEMBER 2, 2017

Customers with the best experience generate 140% more revenue. Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

SurveySparrow

JUNE 20, 2023

What is a Customer Experience Dashboard Imagine having all the critical information about your customers at your fingertips, presented in a visually appealing and user-friendly way. That’s precisely what a Customer Experience Dashboard is. Excited to know what a CX Dashboard gives?

Insights 52

Insights Net Promoter Score Customer Experience Social Media 52

CSM Magazine

FEBRUARY 19, 2024

The Cornerstones of a 360 Degree Customer View The essence of a 360 Degree Customer View lies in its all-encompassing perspective. It considers every interaction — past and present — that a customer has with a business, creating a detailed narrative and a clearer understanding of their behaviors and preferences.

Customer Centricity 52

Customer Centricity Social Media Customer Relationship Management Customer Satisfaction 52

Forrester's Customer Insights

FEBRUARY 12, 2020

As marketing clouds continue to expand, new technologies achieve mainstream adoption, and marketers double down on customer insights and personalization, the fast-paced martech space has become just as convoluted as it is critical to brands’ customer engagement success. In December, B2C […].

Technology 31

Technology Marketing B2C Presentation 31

ClearAction

AUGUST 6, 2019

Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

GetFeedback

MAY 23, 2019

NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. . The survey should be presented to all stakeholders within the organization.

NPS 308

NPS Net Promoter Score CEM Metrics 308

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. Here’s how. 3) CX innovation is accelerating.

2016 98

2016 Innovation Return on Investment Airlines 98

BirdEye

SEPTEMBER 20, 2023

Competitor insights 4. Customer insights 5. Customer experience 6. Respond to customers 7. In addition to tracking consumer data, AI tracks trends, customer behavior, and effective customer engagement options. Track strategies, products, and customer information throughout the industry.

Marketing 62

Marketing Advertising Social Media E-support 62

Lumoa

APRIL 21, 2022

When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. Believe me, I’ve been there. You can do this.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

SurveySparrow

JUNE 30, 2023

Data Analysis and Reporting: With data as their ally, customer experience specialists analyze customer feedback, behavior patterns, and satisfaction metrics to gain actionable insights. They generate reports and present findings to key stakeholders, enabling data-driven decision-making that fuels continuous improvement.

Customer Experience 52

Customer Experience Workshop Customer Service Representative Customer Centricity 52

BirdEye

MARCH 7, 2023

With this in mind, you can understand how vital social media can be for attracting and retaining customers. The vast reach of social media presents unique opportunities for marketers. Share engaging content Social media can showcase your content to attract new followers. billion people use social media today.

Social Media 94

Social Media Multi-Channel Metrics Measurement 94

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Develop an engagement plan.

2016 267

2016 Innovation Marketing Insights 267

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. Here’s how. 3) CX innovation is accelerating.

2016 60

2016 Innovation Return on Investment Airlines 60

Maz Iqbal

DECEMBER 22, 2014

Notice the difference: in the realm of ‘caring about’ we are dealing with customers whereas in the realm of ‘caring for’ we are in the realm of the individual customer – that one human being. I say it matters – it matters to each customer. There is a vast difference.

Leadership 103

Leadership Customer Philosophy Loyalty Engagement 103

West Monroe

DECEMBER 11, 2022

” A volatile economic landscape—especially in a post-COVID banking world—presents more opportunities for digital capabilities to play a role. Customer expectations have changed, and banks must now compete on a product and service level as opposed to a traditional vertical business model. Customer Engagement.

Banking 52

Banking Marketing 2008 Financial 52

Tricia Morris

AUGUST 21, 2015

Customers want one of two things: to solve something, or experience positive emotion. Engagement is transitory. In the future, sales, marketing and customer service must be connected (and preferably on a single platform) so that the customer experience is consistent. Ray” Wang. Brian Vellmure.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

Gainsight

MARCH 8, 2022

CSQLs offer Sales opportunities to work on warmer leads because they are surfaced based on customer data, insights, and interactions from your own CS teams. . Create a better feedback loop between Sales and CS, strengthen collaboration and communication to avoid missed opportunities, and surface new and more detailed customer insights.

Insights 98

Insights NPS Events Leadership 98

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. You'll learn a lot in the process!

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

inQuba

JULY 3, 2022

Why deep customer insight is at the heart of better experiences & revenue growth. Customer Journey Management is the process of discovering and optimizing your customers’ journeys, to improve customer experience and achieve positive business outcomes. What is Customer Journey Analytics?

Customer Journey 52

Customer Journey Multi-Channel Touchpoint Customer Journey Mapping 52

Kustomer

NOVEMBER 4, 2020

Collect customer data and analyze it to gain insight into customer behavior. Reduce pressure on customer service staff by automating low level support, allowing them to deal with more difficult inquiries. Increase customer engagement and conversions. Virtual Assistants. Hey Google!)

2021 140

2021 Customer Experience E-support Omnichannel 140

ShepHyken

MAY 26, 2023

This social dimension enhances engagement, encourages advocacy, and strengthens brand loyalty. Overcoming Implementation Challenges Implementing next-generation loyalty programs may present certain challenges, but with proper planning and strategies , these obstacles can be overcome.

Loyalty Programs 62

Loyalty Programs Loyalty Customer Experience Customer Centricity 62

Currency Alliance

MAY 20, 2024

When a bank compares the LTV of their customer in their current standard loyalty program with the huge LTV that is possible from a bank-sponsored loyalty ecosystem of many partners, they will want to get started immediately. This nearly always created inconsistent customer experiences and made things difficult for the marketing team.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

Lumoa

FEBRUARY 14, 2024

Check out our Also, data analysis in CX will become much more exhaustive as customer relationship management (CRM) software becomes adept at gathering data. This CRM software will need AI and machine learning (ML) features to present a meaningful analysis of all that data. But CX very rarely deals in absolutes.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Kustomer

JANUARY 8, 2024

Zendesk customer support software allows you to build a vast knowledge base for your help desk. It also supports community forums to boost customer engagement and organically build a knowledge base. This allows agents to see the entire customer journey in one place, which can lead to more personalized and efficient support.

Multi-Channel 97

Multi-Channel Social Media Interaction Insights 97

Forrester's Customer Insights

MARCH 19, 2020

In early March we held our 5th Annual Financial Services Summit 2020 in both Sydney and Melbourne, where I presented on how customer-obsessed CIOs are driving business success by: Accepting that the firm’s ultimate customer is also IT’s customer; Engaging across a wide, business-focused field while taking responsibility for revenue generating initiatives; (..)

Banking 39

Banking Leadership Financial 2020 39

Bizagi

FEBRUARY 10, 2020

Initially, the firm wanted to reduce customer waiting times across branches and enable sales advisers to provide consistent service and advice on the spot. Automated and streamlined customer engagement processes now manage customer authentication and present customers.

Financial 58

Financial Customer Experience Banking Net Promoter Score 58

Lumoa

JANUARY 11, 2022

For that, leaders should stop spending all their time collecting and analyzing by trusting it to the right tools and spend time on driving product and customer experience changes by looking at the results of customer feedback. It is all-in-one SaaS platform for collecting and analyzing customer feedback, including NPS feedback.

NPS 103

NPS Net Promoter Score Feedback Multi-Channel 103

Retently

MARCH 18, 2024

Examples of leading questions include those that make assumptions, present a leading statement before the question, or combine multiple inquiries into a single question. This will ensure that the team’s objectives are directly connected to improving customer satisfaction.

Customer Service 130

Customer Service Net Promoter Score Customer Service Representative NPS 130

ERDM

JANUARY 7, 2019

This situation raises the question— why are so many companies placing the burden for good CX on the customer? After several unsuccessful attempts to pair a new smart home device with a product’s app, my colleague contacted customer service. The most effective way to get there is to be guided by the wisdom of your customers.

Consumers 53

Consumers Feedback Brands Presentation 53

2020 Research

AUGUST 29, 2022

Rob Berger, Executive Vice President of Global Quantitative Research, and Tom Doulos, Vice President of Client Service Operations at Schlesinger Group, presented a webinar Aug. This can be done through a branded insight community (IC). What is a Quantitative Insight Community?

Brands 52

Brands Banking Webinar Insights 52

CCO Council

MAY 20, 2014

Leverage the opportunity presenting itself and use it to mine information about customers, users, and even competitors and detractors. Chief Customer Officer Customer Centricity Customer Engagement Customer Insight' What are your thoughts? Who cares whether or not the CCO tweets?

Social Media 74

Social Media Chief Customer Officer Customer Centricity Call Center 74

Bold360

FEBRUARY 19, 2020

According to our research, 43% of customers say getting a resolution from the first person they contact is what it takes to make them happy, but only 35% of customer support agents say this is possible. Many agents rely on colleagues for help (29%), which means putting customers on hold. Agent Statistics.

Average Handle Time 52

Average Handle Time Customer Satisfaction 2019 Information 52

Thematic

MARCH 27, 2019

Maybe it is an occupational hazard, but every time I receive service, I make two snap decisions: Does this company know how to care for my presenting need? 6 best practices for customer inquiry. From customer data to actionable customer insights. Does this company care about me?

Customer Experience 48

Customer Experience Net Promoter Score Healthcare Consulting 48