ClearAction

FEBRUARY 27, 2015

By saving time, effort, worry, and money for employees, you're enabling happier employees to enable happier customers. And you're aligning the company to focus on value that's rewarded by customers. Don't Confuse CX Technology with Customer Experience Management.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

ClearAction

FEBRUARY 26, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

ClearAction

AUGUST 6, 2019

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-Focused Mindset. Generating & Using Customer Insights. Analyzing Customer Insights.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

ClearAction

FEBRUARY 23, 2015

A sensible approach to customer experience journey mapping is what's needed for sustained customer experience ROI. Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation. Don't Confuse CX Technology with Customer Experience Management.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

Currency Alliance

JANUARY 18, 2021

Now is the time, while the pandemic causes a lull in occupancy, for hotel operators to re-evaluate how their loyalty strategies can become the glue that binds together every function in a customer-focused business. Because during the next several years, the customer’s journey to the rented bed will become very different.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

ClearAction

NOVEMBER 12, 2017

See how a British Columbia credit union adopted a customer-centric strategy as the company’s strategy, re-organized to align their leadership talents and functional accountability around customer experience, and achieved unanimous support among all managers and employees: Customer Experience ROI Trajectory.

Customer Experience 54

Customer Experience Customer Centricity Customers Article 54

Pointillist

DECEMBER 10, 2019

Customer lifetime value is, in many respects, the ultimate KPI. Each customer’s value links to the ROI of your investment in CX initiatives and overall revenue, two major factors in your organization’s success. Forrester What is Customer Lifetime Value?

NPS 111

NPS Customer Journey Net Promoter Score Metrics 111

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 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

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 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 69

Culture Roadmap 2012 Customer Centricity 69

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. So VoC managers conduct numerous analyses to prove the connection between customer feedback and revenue trends.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company?

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

Pointillist

AUGUST 18, 2021

The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries. It’s only when he went to customer experience that he lost it. Quantifying CX ROI Remains the Top Challenge for Third Consecutive Year. Dan Gingiss: That’s true.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Martin Hill-Wilson

AUGUST 27, 2015

Customer hubs have built this interchange into their core workflow to help make ‘perpetual beta’ work like a well rehearsed team of mechanics during a Formula One pit stop.

Multi-Channel 53

Multi-Channel Sports Social Media Customers 53

BirdEye

MARCH 24, 2023

Building an audience on the platform will lead to more customer insight. The more potential customers know about your brand, the more comfortable they will interact and allow you to learn about their needs. Then, prioritize your initiatives based on their potential return on investment (ROI) and your available budget.

2023 98

2023 Return on Investment Social Media Sales 98

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company?

Customer Experience Management 43

Customer Experience Management Definition Customer Experience Management 43

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Matters

APRIL 7, 2015

Our mission to provide customers with the best insights possible empowers each of our employees, regardless of their role in the company, to continually think of new ways to improve the customer experience. While this customer-focused philosophy is evident in our work culture, it’s also at the core of each of our products.

2015 97

2015 Multi-Channel 2014 CEM 97

Comm100

DECEMBER 11, 2017

Having an organizational framework that is aligned with customer experience is important because all the employees have to chip in. Knowing your customer allows you to select the best communication channels to use for better CX. Here are 10 first steps to improve your customer experience. Customer-Focused Culture.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

ProProfs Chat

NOVEMBER 26, 2021

If you know how your customer feels about your services, you will better be able to plan and strategize your future plans accordingly. Scaling customer experience. Given that the current customers are the biggest potential buyers, they can help increase ROI and costs way less than acquiring new customers.

Net Promoter Score 52

Net Promoter Score Social Media Voice of Customer Feedback 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. These types of solutions are often described as ‘Customer Insights’ platforms, or more recently, Unified Data Analytics. Design an effective product feedback loop.

Feedback 111

Feedback E-support Metrics Insights 111

Chattermill

AUGUST 29, 2018

Then, that new definition of CX can be applied to your business’ problems and used to create customer-focused changes that deliver better outcomes. KPMG Nunwood is committed to creating the best of the best in CX, which means happier customers and a higher business value for you.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

Then, that new definition of CX can be applied to your business’ problems and used to create customer-focused changes that deliver better outcomes. KPMG Nunwood is committed to creating the best of the best in CX, which means happier customers and a higher business value for you.

Technology 40

Technology Customer Experience Consulting Customers 40

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Emily Garza.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21