CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). The most recent Temkin VoC data reveals that 13% of companies collaborate on VoC insights throughout the organization.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

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. broadcast still rocks!

2016 267

2016 Innovation Marketing Insights 267

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”. Masses of current, contextual, insightful data.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

ChurnZero

NOVEMBER 3, 2021

It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. Owler is a Customer Success tool that provides insights on your customer’s organization and helps you stay up-to-date on their recent happenings.

Customer Success 98

Customer Success Return on Investment Fashion Reference 98

Alida

JUNE 27, 2016

Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. The insight community gives a face to consumer research,” explained Makk. That’s quickly changing.

Insights 145

Insights Consumers Feedback Advertising 145

Alida

SEPTEMBER 21, 2018

Marketing is about work that matters for people who care,” Godin argued in his presentation. Scott said there’s a big opportunity for customer intelligence professionals to provide more value to the organization and take thei career to the next level as a result. Be an expert in ethical customer data management.

2018 145

2018 Insights Innovation Feedback 145

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement. " mentality.

Social Media 62

Social Media Feedback NPS Insights 62

Lumoa

NOVEMBER 10, 2021

Organizations that dedicate their energies to customer experience design find ways to let their customers know that they are valued, and commit to a strategy that can lead to measurable improvements in churn, retention, conversions, and ROI. A good CX design addresses the subjective and objective needs of the customer.

Customer Experience Design 83

Customer Experience Design Customer Experience User Experience Touchpoint 83

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious. They don’t want to risk buying additional seats without proof of ROI in case they go unused.

ROI 98

ROI Presentation Metrics Sales 98

BirdEye

MARCH 9, 2021

Every customer interaction and touchpoint – from a review left online, to a webchat, to a survey response – becomes an opportunity to start or deepen a relationship, and a way to extract valuable insights from the experience. True Actionable Customer Insights. The Experience Marketing Flywheel.

Marketing 72

Marketing Multi-Channel Net Promoter Score Customer Centricity 72

ClearAction

OCTOBER 25, 2022

Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Sports 71

Sports 2009 2022 Financial 71

inQuba

MAY 23, 2022

To measure customers’ sentiment and gather their emotional context throughout their journeys. To uncover the ‘why’ behind customer behavior. To measure ROI and the impact of strategies, and fine-tune to further optimize. Customer Journey Management. Is Journey Management really important?

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. What is a Voice of Customer (VOC) program? Our main takeaway?

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. Customer Experience Conferences and Events.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Kustomer

NOVEMBER 4, 2020

We’ll see businesses using chatbots to cut operational costs and streamline customer service processes. They can’t completely replace humans, but chatbots can: Provide instant answers to simple customer queries, 24/7. Collect customer data and analyze it to gain insight into customer behavior.

2021 140

2021 Customer Experience E-support Omnichannel 140

Bob Hayes

MAY 4, 2015

They provide the data that fuel the customer experience analytics that generate the customer insights to drive the business forward. quick processing, text analytics) to get additional customer insights. Here are four things companies can do to improve their customer surveys. customer sentiment) about it.

Call Center 108

Call Center Social Media Loyalty Metrics 108

SurveySensum

SEPTEMBER 25, 2023

Identify promising platforms and determine the type of video content suitable for these platforms: Customer feedback can provide valuable insights into which platforms your target audience is using and what type of video content they prefer. Let’s explore the various ways feedback platforms collect valuable customer data.

ROI 52

ROI Feedback Marketing Social Media 52

C3Centricity

APRIL 2, 2018

No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery. It depends? I am probably in the third camp.

Marketing 70

Marketing ROI Insights Social Media 70

Totango

OCTOBER 19, 2018

It was a valuable and insightful event and the turnout at our booth from prospects and customers plus the successful session with our CEO Guy Nirpaz and Dilip Kumar, COO of Dimension Data, as they presented how Dimension Data has achieved better business results overall running on Totango, was by far the highlights for us.

ROI 48

ROI Customer Success Financial Events 48

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.

Voice of Customer 54

Voice of Customer Workshop 2016 Metrics 54

ClearAction

AUGUST 22, 2020

This strengthening better aligns offerings and ways of doing business in ways that matter to customers and are hard for competitors to copy. Voice-of-Customer Almost-Free. Objective: provide non-customer-facing groups with relevant insights to guide their strategies, policies, processes and hand-offs. Compelling Action.

Customer Experience 77

Customer Experience Customer Centricity Innovation Definition 77

Natalie Petouhof

NOVEMBER 2, 2016

Social, digital media listening, monitoring and engagement platforms are designed to build better brand engagement to drive customer loyalty and advocacy. The Constellation ShortList presents vendors in different categories of the market relevant to early adopters.

Engagement 84

Engagement Advertising Document Reference 84

CCO Council

NOVEMBER 2, 2017

One reason is that some customer executives struggle to demonstrate quantifiable ROI for customer initiatives. Done right, digital transformation promises improved customer engagement, a better experience doing so, and decreased costs to serve. Why is this so low? And that’s a compelling argument.

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

C3Centricity

MAY 25, 2020

Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. And then develop insights and actions.

Technology 77

Technology Information Consumers Retail 77

Kustomer

NOVEMBER 4, 2020

We’ll see businesses using chatbots to cut operational costs and streamline customer service processes. They can’t completely replace humans, but chatbots can: Provide instant answers to simple customer queries, 24/7. Collect customer data and analyze it to gain insight into customer behavior.

2021 52

2021 Customer Experience E-support Omnichannel 52

C3Centricity

MARCH 15, 2018

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge and understanding, and then into actionable insights.

Retail 82

Retail Information Consumers Connections 82

BirdEye

MARCH 24, 2023

Development activities can create opportunities for the sales team, and the sales team can provide valuable insights that inform development strategies. Network with the people in your target market to nurture leads and acquire new customers. Building an audience on the platform will lead to more customer insight.

2023 98

2023 Return on Investment Social Media Sales 98

Natalie Petouhof

OCTOBER 19, 2016

The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation to p rovide the best capabilities to drive leading customer service. The Constellation ShortList  presents vendors in different categories of the market relevant to early adopters.

Contact Center 45

Contact Center Customer Service Document Interaction 45

SmartKarrot

AUGUST 19, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, Atlanta Metropolitan Area, US Organization: SecurEnds As a Customer Success Director, you will translate customer insights into action items. Collaborate with department leaders across the company to deliver the needs of the customers.

Customer Success 19

Customer Success Roadmap Consulting ROI 19

Gainsight

MARCH 19, 2020

Success is often not present in setting strategy, despite their extraordinary connection to customers. In many organizations, Success is treated like customer support plus. They’ve probably set the cost to retain customers at somewhere between 7–13% (many companies are below 5%!). with the Chief Product Officer.

Sales 59

Sales Marketing Metrics ROI 59

Gainsight

MARCH 9, 2020

Success is often not present in setting strategy, despite their extraordinary connection to customers. In many organizations, Success is treated like customer support plus. They’ve probably set the cost to retain customers at somewhere between 7–13% (many companies are below 5%!). with the Chief Product Officer.

Sales 52

Sales Marketing Metrics ROI 52

ChurnZero

AUGUST 21, 2020

So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. If the agent clicks on the avatar, a detailed dashboard with deep information about that customer is presented.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. If the agent clicks on the avatar, a detailed dashboard with deep information about that customer is presented.

Customer Experience 49

Customer Experience Sales Customers ROI 49

SmartKarrot

APRIL 26, 2021

Create NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric. Identify new tools and technologies to better serve the customer. Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Loloi leadership team.

Customer Success 10

Customer Success Net Promoter Score Multi-Channel Return on Investment 10