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

Forrester's Customer Insights

MARCH 27, 2024

If your approach to helping customers succeed is spread across account management, customer service, training, sales, customer marketing, etc., you’ll get a great return by consolidating it.

Customer Success 30

Customer Success ROI Customer Service Training Sales 30

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Insights 141

Insights Brands Banking ROI 141

CloudCherry

DECEMBER 1, 2018

Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms. It’s even more difficult to measure the impact introducing proactive service has on the customer experience. Actionable customer insights.

CEM 186

CEM ROI Metrics 2018 186

BirdEye

JANUARY 16, 2024

Focuses mainly on customer relationship management features. Customer insights Offers deeper insights by integrating data from multiple touchpoints. Insights are limited to interactions within the CRM system. Personalization Enables hyper-personalization in customer interactions by leveraging integrated data.

Management 57

Management Social Media 2028 Customer Relationships 57

CloudCherry

NOVEMBER 13, 2018

Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms. It’s even more difficult to measure the impact introducing proactive service has on the customer experience. Actionable customer insights.

CEM 170

CEM ROI Metrics 2018 170

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

SurveySensum

MAY 2, 2024

From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights. It’s a dynamic process where customer insights aren’t just collected. But what exactly is a Closed Feedback Loop?

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

Alida

MAY 5, 2017

If you’re a retail business executive, answering these three questions with customer intelligence will help de-risk your capital expenditures and maximize your ROI from new tech initiatives. Customer insight revealed, for example, that shoppers aren’t necessarily looking for new tech like VR and beacons.

Retail 100

Retail E Commerce ROI Technology 100

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”. To me, that’s hugely positive.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

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. That would allow the bank to set a price that promises the greatest ROI for each segment, or even each customer.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

Lumoa

MARCH 12, 2023

Most companies have a good gut feeling about the top issues customers care about, but it’s hard to quantify and prioritize those issues. A CX platform offers: Improved customer engagement. Having a 360-degree view of customers across all touchpoints means you can understand them better. Increased sales and revenue.

Customer Experience 83

Customer Experience Customer Journey Mapping NPS Consulting 83

Happy or Not

DECEMBER 7, 2023

To succeed, you need valuable insights that go beyond the usual customer feedback. That’s where non-buyer customer feedback comes into play. For most companies, customer insights are a goldmine waiting to be tapped. Multi-channel engagement In a digital landscape, customer engagement takes various forms.

Feedback 36

Feedback Social Media Multi-Channel Return on Investment 36

Retently

FEBRUARY 21, 2024

survey data helps identify effective marketing channels, adapt campaigns for better ROI, and build stronger customer relationships through informed strategy adjustments. Enhancing customer engagement These surveys do more than just help you understand your marketing channels; they also serve as a bridge between you and your customers.

Social Media 78

Social Media Advertising Events Insights 78

Forrester's Customer Insights

DECEMBER 27, 2023

Customer experience (CX) has been a professional competency for two decades, and “Prove CX ROI” is still our CX clients’ top priority! Obstacles Ahead! Forrester’s data shows that 86% of CX professionals are building (or rebuilding) their business cases.

ROI 32

ROI Customer Experience Customers Customer Experience Management 32

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

ClearAction

AUGUST 6, 2019

They’re using customer journey insights to help the whole company align with customers, as described in my last article, Marketing’s Role in Employee & Customer Experience Journeys. Generating & Using Customer Insights. Analyzing Customer Insights. Customer-Aligned Branding.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Pointillist

JUNE 5, 2019

Top-Performing CX Teams Have Mature CX Measurement Programs High-performing customer experience teams have significantly more mature customer experience measurement programs than average-performing or underperforming teams. 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

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

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. DEWALT’s award-winning insight community has resulted to savings of over $1 million in study costs this year and close to $6 million since its launch.

2016 267

2016 Innovation Marketing Insights 267

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. This strategy transforms satisfied customers into brand champions who actively refer new business. It streamlines the process of managing referrals, loyalty programs, and customer feedback, all in one platform.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.

Loyalty 40

Loyalty Measurement Loyalty Programs Automotive 40

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.

Loyalty 40

Loyalty Measurement Loyalty Programs Automotive 40

ClearAction

NOVEMBER 27, 2018

First Layer: All Customer Touch-Points. Communications is only one touch-point of many that marketing has with customers. Channel partners, alliance partners, market research, events, customer engagement and loyalty marketing are other touch-points with customers that certainly should be customer-centric.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

Lumoa

JANUARY 11, 2022

Improves Business Profit The business profit comes from the customers, and if your customers are happy with your brand, they will come back. Aiming for a high NPS score will help you in increasing your profit and achieve a high ROI on your customer experience. NPS surveys or full NPS analytics? Promotoer.io

NPS 103

NPS Net Promoter Score Feedback Multi-Channel 103

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. Push your team to capture exclusive customer insight.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

NOVEMBER 15, 2021

Because each customer segment will respond differently to available loyalty incentives, tailoring the customer experience by segment across channels is essential to maximize ROI. This means that anything can be in the redemption catalog, and it gives brands maximum freedom to drive customer engagement as they wish.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Banking 52

Currency Alliance

DECEMBER 19, 2022

In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability. This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. The ICX Summit is for B2C businesses who are interested in utilizing interactive technologies to enhance the customer experience.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Currency Alliance

JUNE 11, 2017

That is good news for everyone because for merchants ´opening-up´ their loyalty ecosystem, they stand to double or triple the customers participating – with only a linear increase in cost. Stated a different way, ROI from loyalty marketing investments could grow exponentially with a few tweaks that put the customer´s interests first.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Travel 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Thematic

MARCH 27, 2019

Plus unbearably slow services are major reasons customers churn a business. Low Levels of Customer Engagement. When you don’t keep in touch with your customers, you lose out. But here’s the thing; track customer engagement and proactively reach out to customers who seem dormant and find out why they are silent.

Feedback 54

Feedback Poor Customer Service Customers Engagement 54

Comm100

NOVEMBER 13, 2022

(More on the benefits of omnichannel customer service in Chapter 2). Meet your customers’ CX expectations with Comm100 Omnichannel – the AI-powered, secure omnichannel customer engagement platform. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support.

Omnichannel 90

Omnichannel Customer Service Social Media Healthcare 90

Waypoint Group

JUNE 13, 2018

You may feel that you’re driving customer success with CX activities, but. Companies buy your products and services because there’s a promise of ROI. The more your company helps your customer see the business result(s) that your products and services drive the more they will rely on you. Then measure the ROI and communicate it.

Customer Success 40

Customer Success ROI Voice of Customer Feedback 40

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. The best way to keep customers engaged is by delivering good value, a good experience, and trusting them to make wise, informed decisions. Consistency is key.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Gainsight

SEPTEMBER 8, 2020

Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. Another pressing problem plaguing customer success? With Gainsight PX, we’re reaching customers we’ve never reached before,” she says.

Webinar 52

Webinar Customer Success Customer Journey Events 52

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap 2012 Customer Centricity 88