InMoment XI

OCTOBER 12, 2022

However, even though they’re different, it’s important to point out that one isn’t necessarily better than the other—and brands need both if they want their customer experience (CX) programs to reach their potential. Breaking Down the Difference Between Voice of Customer & Market Research.

Voice of Customer 295

Voice of Customer White Paper Marketing Definition 295

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post.

White Paper 48

White Paper Engagement Customer Centricity Culture 48

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. My Comment: Our first entry into this week’s Top Five wasn’t really an article but a white paper.

White Paper 70

White Paper Article 2022 Customer Service 70

InMoment XI

OCTOBER 7, 2021

In the customer experience world, most goals are “outcome goals” versus “performance goals.”. customer contact center call, product purchase experience, etc.), customer likelihood to recommend the brand, customer relationship satisfaction with the brand, or customer retention/repurchase behavior.

White Paper 493

White Paper Measurement Customer Retention Contact Center 493

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

Customer Bliss

FEBRUARY 9, 2017

If you do customer experience right — think in terms of the five core competencies — then you will (over time) create a customer-driven growth engine and see revenue uptick from your customer experience side. Good customer experience can get you there. Those are awesome numbers.

White Paper 226

White Paper 2017 B2B Article 226

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series. Download CX Realities 2023 here.

2023 52

2023 White Paper Omnichannel Download 52

CSM Magazine

JULY 27, 2022

Here, Janine Hunt, client partnership director at customer service expert Kura , discusses why a continuous good experience is so important and how you can deliver an experience that makes sure your customers aren’t poached by competitors. The state of brand loyalty in the UK. Offer loyalty benefits.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. Download The Article.

Retail 105

Retail Net Promoter Score Customer Experience Download 105

One Millimeter Mindset

OCTOBER 8, 2018

The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Customers are skeptical enough about making the decision do business with organizations.

Engagement 74

Engagement Customer Experience White Paper Magazine 74

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image. We studied 88 companies that have a formal customer program (e.g.,

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. primarily customer experience or customer success programs).

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. Definition of Loyalty Diverges.

2019 53

2019 Customer Experience White Paper Definition 53

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. primarily customer experience or customer success programs).

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

SaleMove

JULY 9, 2021

Supercharge P&C Insurance Sales with the Digital Customer Experience. The Property and Casualty (P&C) insurance industry is being dramatically transformed by digital technologies that are shifting the customer relationship back to the carriers.

Insurance 52

Insurance Sales White Paper Customer Centricity 52

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

Kayako

MAY 13, 2022

Customer self-service portals are a win-win situation because they increase customer satisfaction while freeing up live agent time. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. Are you ready to provide fast and responsive customer care?

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Talkdesk

DECEMBER 10, 2020

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. Delaying the modernization of your call center can impact various aspects of your brand, including revenue, customer loyalty and retention and more.

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Why do companies succeed? Follow the money.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. Next, banks need to understand who their customers are. This means identifying customers by their usage loyalty (i.e.

Banking 52

Banking Retail White Paper Financial 52

Zeisler Consulting

JUNE 30, 2021

If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years. Not out of your top-line metrics, at least.

White Paper 93

White Paper NPS ROI Metrics 93

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. The post Leveraging the Power of CRM to Create Extended Loyalty for Your Bank appeared first on The Blend: A West Monroe Partners Blog.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Totango

AUGUST 23, 2022

Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. White papers. Customer Success Communities. 8 Types of Customer Journey Touchpoints for B2B SaaS Clients. Loyalty and advocacy. Loyalty and Advocacy. Social media posts and ads. Blog content.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

Zeisler Consulting

SEPTEMBER 15, 2021

Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) That’s on purpose, because the more I think about the “ ROI of CX ,” the more I realize that we in CX are writing checks that the Customers’ experiences alone (no matter how awesome they may be) can’t cash.

White Paper 93

White Paper Sales Brands ROI 93

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

White Paper 45

White Paper Engagement 2015 Customer Experience 45

Totango

MARCH 8, 2022

These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders. Nine Best Customer Success Communities in 2022. Here are nine of the best customer success communities to consider joining. CS in Focus. Support and Success Boston.

2022 115

2022 Customer Success White Paper Social Media 115

CSM Magazine

JUNE 7, 2023

Building trust and credibility with customers is essential for the long-term success of any business. Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. You will want to make sure that customers view you as an expert in your field.

2023 52

2023 White Paper Social Media Document 52

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Behaviors lead to loyalty. Start with the idea that human interaction is essential to the customer experience and then build a tech touch strategy to support it. Download our Neuroscience and Customer Success white paper.

White Paper 51

White Paper Download Customer Success 2015 51

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Historically, companies have been centered around the customer’s needs coming first.

White Paper 40

White Paper Contact Center Engagement Customer Care 40

delighted

AUGUST 23, 2019

Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. An effective customer experience program can help with just that. What is a customer experience program? Delighted’s 20 Customer Experience Terms to Know.

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

Bob Hayes

DECEMBER 17, 2017

25 Data Science Terms Every Customer Professional Needs to Know - I believe that a good first step for customer-centric professionals to leverage customer data is to understand the terms data professionals use when extracting insights from their data. Download the complete 22-page white paper. What Must You Ask?

2017 46

2017 White Paper Blog Competitive Advantage 46

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Conclusion.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. As I told them – I will not be staying with them again.

Airlines 65

Airlines Hotels Customer Experience White Paper 65

Centercode

JUNE 18, 2019

One focuses on communication and customer experience and looks like this: Customer submits product feedback as issues, ideas, or praise. Company reviews customer feedback. Company responds to the customer. Here are three big benefits to closing the customer feedback loop. Website down?

Feedback 56

Feedback White Paper Customer Centricity Social Media 56