Maz Iqbal

JANUARY 8, 2015

Imagine the same scenario and two adults present. The other, spots the child and starts doing a ROI calculation: the cost of taking action v the payoff (return) in terms of what can be gotten from the child’s parents, neighbours, friends, the community at large. And what does this disclose?

ROI 75

ROI Leadership Loyalty Customer Relationships 75

Customer Bliss

AUGUST 29, 2017

A very intriguing dimension of a company we all know so well, and you’ll be intrigued to hear how customer experience is a key part of how they help companies grow. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. About Rhonda.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. So, the debate continues. I realize that this is a debate between people who like words and people who like numbers.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

CX University

MARCH 18, 2024

From personalized product recommendations and tailored marketing messages to customized pricing and individualized customer service interactions, hyper-personalization enables businesses to deliver seamless and engaging experiences across all touchpoints. This approach significantly improved customer engagement and loyalty.

Customer Experience 52

Customer Experience Retail 2023 2022 52

Bold360

FEBRUARY 13, 2020

I was honored to be joined by Michael Eastman , a 26 year veteran of customer service management, in a back-to-back Think Tank sessions, titled “How to Drive Seamless Digital Engagement.” It’s amazing what can happen when you seek the perspectives of an engaged, diverse, and experienced group of professionals.

Engagement 52

Engagement Multi-Channel ROI Events 52

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. This is why a salesperson who asks the right questions to help customers sift through and make sense of all this information is the most valuable resource in the entire equation.

Sales 107

Sales Loyalty White Paper Contact Center 107

West Monroe

MARCH 14, 2024

Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI. Featured Content Achieving ROI today requires speed, value, and adaptability Read More Our commitment to delivering results is reflected in every client engagement.

Banking 40

Banking 2030 Financial ROI 40

Alida

JUNE 30, 2017

To remain ahead in the luxury market, Cadillac is putting customers in the driver’s seat and accelerating its efforts to improve the end-to-end experience. All of these elements work together to make Cadillac’s customer service commensurate with its luxury branding. – Reclaiming the customer conversation.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. Engagement: It’s Dynamic! I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! What is it that customers truly expect?

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

ShepHyken

NOVEMBER 15, 2021

We just recently presented a program together on how to get the C-Suite to invest in customer service and CX. They want proof in the form of ROI. I even featured them as the role model throughout my book, Amaze Every Customer Every Time. What Customer Loyalty Looks Like Post Pandemic by Andy Stockwell.

Article 73

Article 2021 Customer Service Metrics 73

ShepHyken

MAY 12, 2020

When pitching ideas to the C-Suite, make sure you present them with an ROI attached. Prior to joining TTEC in 2019, he was senior vice president and general manager for Customer Engagement Solutions at Verint. The C-Suite must be open and accepting of the ideas of others—at the very least, they must be willing to listen.

Technology 98

Technology 2019 ROI Employee Experience 98

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.

2016 267

2016 Innovation Marketing Insights 267

CSM Magazine

DECEMBER 7, 2022

This innovative technology works by processing customer input and contextual data to produce insights which it uses to tailor the product offerings presented. This is empowering businesses to generate value from their customer relationships that has previously not been attainable. Improved customer segmentation.

Customer Experience 52

Customer Experience Customer Retention Customers Customer Engagement 52

BirdEye

DECEMBER 18, 2020

The weather’s getting colder, the decorations are up, and our presents came early. For the 12th consecutive quarter, G2 has named Birdeye a leader in customer experience management. Best Est. ROI- Overall. Best Est. ROI- Mid Market. Best Est. ROI- SMB. Conversational Customer Engagement. Leader-SMB.

Customer Experience 72

Customer Experience ROI Customer Experience Management Demo 72

Totango

OCTOBER 2, 2020

During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business. Maintaining strong customer relationships is the key to the long term success of both your customers and your organization. Clear, Empathetic Communication.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

ChurnZero

MARCH 5, 2021

Your customer said they were happy. Customer engaging? Customer satisfied? Customer seeing results? But still, when presented with the opportunity to leave, your customer just up and churns on you. For example, when a customer comes up for renewal, you may ask, “Would you like to renew early?”

Customer Success 98

Customer Success Presentation Customers ROI 98

ChurnZero

SEPTEMBER 20, 2022

The potential ROI for you includes glowing reviews, solid customer case studies, and constructive feedback to improve your product and service—as well as increased retention and recurring revenue. You just need to train your onboarding and implementation team to bring the right level of intensity to their customer engagements.

Presentation 52

Presentation Sports Hospitality Consulting 52

ClearAction

FEBRUARY 11, 2015

What was it about this seemingly clever idea that didn't jive with customer experience excellence ? It boils down to the notion of customer experience management as " engaging customers " in any way possible, or doing things to customers, or getting customers to do something for you.

Customer Experience 111

Customer Experience Customer Experience Management Customers Loyalty 111

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. Publishing. Communities.

2022 52

2022 Social Media 2023 Roadmap 52

Currency Alliance

FEBRUARY 20, 2023

Such vendors had very fixed views on how customers should be engaged and rewarded – regardless of how much they knew about the brand’s business, their customer, or their industry. These values can change when they take place in a sequence – i.e., ‘action B’ may be much more profitable if the customer takes ‘action A’ first.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

SurveySparrow

JULY 27, 2023

Whether it’s personalized recommendations, targeted offers, or interactive chatbots, AI ensures that every touchpoint with the customer feels relevant, meaningful, and engaging. The Cons of AI in Marketing While AI presents exciting opportunities, it’s crucial to be aware of the challenges it brings.

Marketing 52

Marketing B2B Insights Roadmap 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

Totango

AUGUST 21, 2020

It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide. Below we’ve captured our panelists’ answers to the engaging questions asked and submitted by the audience. Q: How did you figure out when/how to engage with customers?

Innovation 116

Innovation Customer Success NPS Reference 116

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Currency Alliance

MARCH 28, 2023

In short: it will increase loyalty engagement by enabling greater freedom and choice around redemptions; and, when dynamic value allocation is incorporated, will produce greater ROI. The more widely points can be earned and burned, the greater the proportion of customers that can be engaged.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Comm100

NOVEMBER 15, 2022

A positive customer service experience makes 94% of consumers more likely to purchase. However, although this presents great opportunities to stand out from the crowd, it also poses great challenges. With a higher value placed on customer service comes higher expectations too. This is known as omnichannel customer engagement.

Omnichannel 52

Omnichannel Contact Center 2025 Consumers 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

Totango

AUGUST 23, 2017

Thomas used that data vault to inform the frameworks he shared in his presentation about Building Customer Centric Organizations, and we’ve summarized those frameworks below. Thomas answered four primary questions in his presentation: Why do organizations need to be customer-centric now?

Customer Centricity 64

Customer Centricity Customer Success 2017 E-support 64

CSM Practice

DECEMBER 19, 2021

Building (spreadsheet) phase- This stage is characterized by a lower volume of customers. You’ll be able to provide a ‘High-touch’ engagement platform to customers. This translates to increased productivity and enhanced customer engagement. Happy customers are the true brand ambassadors for your business.

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

Lumoa

JUNE 23, 2021

Source: Gartner These developments are in keeping with Gartner’s Hype Cycle for Customer Service and Support Technologies , which identified five solutions that would take customer experience in the future. An IVR can be used to capitalize on this sentiment by asking callers relevant queries based on historical customer data.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

Comm100

JULY 20, 2020

Remember that social media is very public, which means that any customer complaints present will be highly visible to other potential customers. The good news is that social media is also an excellent marketing tool for promoting products or services , attracting new customers, and driving engagement.

Social Media 53

Social Media Blog ROI Brands 53

ClearAction

AUGUST 22, 2020

Characterizing these patterns by the moments of truth and associated consequences of these customers is powerful in establishing your intended customer experience as north star for everyone’s strategic and tactical decisions and hand-offs. Objective: identify the highest-ROI opportunities, and to motivate sustained focus.

Customer Experience 77

Customer Experience Customer Centricity Innovation Definition 77

CSM Magazine

JUNE 8, 2020

You can use ETL software to manage your data more efficiently and reduce customer churn. The software is easy to use and presents you with the visual flow of your system’s logic that in the end allows you to visualize the data much better than through manual data processing. Increase customer engagement.

Sales 52

Sales Leadership Fashion Social Media 52

ChurnZero

FEBRUARY 26, 2021

Generally, the [CSM’s] sentiment is ‘I don’t want to ask my customers for another favor. To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. Customer Success Around the Web.

Customer Success 59

Customer Success Management Roadmap Feedback 59

CSM Magazine

MAY 26, 2020

Steve DiGioia reveals his best strategies for winning back upset customers. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. Sometimes all it takes is a little effort to find out what is most important to our customer. Sure, sometimes.

Hospitality 59

Hospitality Events Hotels Customers 59

ReviewTrackers

JULY 23, 2018

Now, it’s time to grow your social media presence, drive engagement, and get real results that can impact your bottom line. Do you want to increase brand awareness, drive higher customer engagement, generate leads, or reduce marketing costs? The more you know your audience, the higher your engagement and performance will be.

Social Media 63

Social Media Marketing Multi-Channel ROI 63