ShepHyken

APRIL 28, 2024

10 Ways to Nurture Customer Confidence by Katie Navarra (The Ascent) Customer confidence drives sales and supports long-lasting loyalty among customers. Nurturing customer confidence is an important part of your retention strategy. The article points out the positive and negative uses of AI and more.

2024 69

2024 E Commerce Article Loyalty Programs 69

GetFeedback

MAY 9, 2019

The VoC is the heartbeat of any customer experience program. That’s because the way a company gathers and responds to customer feedback reflects the CX maturity of the organization. Customer journey map: A customer journey map summarizes the key interactions that a customer experiences with your brand.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Confirmit

APRIL 18, 2019

in this webinar, as they answer questions including: - How can key methodologies such as Customer Journey Mapping help companies to perform better? - Can governance of the customer experience help to drive customer-centricity? - Voice of the Customer Webinars.

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journey Mapping Return on Investment 40

CSM Magazine

NOVEMBER 18, 2020

The course involves: a case study approach – managers become part of a ‘Customer Service Innovation team’, learning tools and practices that will help them solve customer service problems and capitalise on opportunities.

E-support 52

E-support Customer Journey Mapping Return on Investment Competitive Advantage 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

So… Is customer experience worth it? Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. BUT the question is flawed — customer experience happens whether you’re intentional about it or not.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Confirmit

SEPTEMBER 20, 2018

in this webinar, as they answer questions including: How can key methodologies such as Customer Journey Mapping help companies to perform better? Can governance of the customer experience help to drive customer-centricity? Voice of the Customer Analyst Insight Webinars.

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journey Mapping Return on Investment 40

BlueOcean

MARCH 30, 2018

Blue Ocean: Return on investment is crucial, but its measurement isn’t always tangible. In the contact center, this is when both partners are focused on navigating the customer experience with an innovative approach to improving customer satisfaction. We need to know that we’ll do an amazing job together.

Insights 184

Insights Contact Center Hospitality Culture 184

Ecrion

MARCH 27, 2020

The lack of execution means the project ultimately does not deliver on objectives that tie to business principles, and thus return on investment. The only way to execute quality, consistent B2C customer experiences at scale is to automate them. Customer experiences are defined by interactions with your brand.

Customer Experience 74

Customer Experience B2C Customer Journey Mapping Metrics 74

Education Services Group

MAY 25, 2018

5 PITFALLS TO AVOID WHEN INTEGRATING EDUCATION SERVICES INTO CUSTOMER SUCCESS STRATEGIES. Skipping the development of a customer journey map. Not introducing ES into every stage of the customer journey. Limiting ongoing conversation or not fully engaging with customers.

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

Maru Group

FEBRUARY 19, 2020

Tailoring engagement efforts to specific customer segments will increase the return on investment. They discussed understanding customer needs in relation to Distributed Energy Resources (DERs). They discussed understanding customer needs in relation to Distributed Energy Resources (DERs).

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

ClearAction

JANUARY 28, 2015

Many of us subscribe to customer experience management (CXM) as promising substantial business results by (a) encouraging customers to say great things about your company (growing the funnel of prospective buyers) and by (b) encouraging customers to buy more (expanding share of budget, buying from more product lines, and buying premium offerings).

ROI 89

ROI Customer Experience Management Customer Experience Management 89

Opinionator

JANUARY 8, 2021

The ROI (return on investment) of customer experience for a business is undeniably high. In fact we have previously said that ‘ Customer Experience is Everything ‘ Even a small increase in positive customer experience (CX) can propel revenue to new heights, increasing company profits considerably.

ROI 52

ROI Customer Experience Financial Customer Journey Mapping 52

ShepHyken

NOVEMBER 1, 2019

This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Customer Journey Mapping is a pictorial representation of the path a customer follows after coming in contact with a company.

Customer Journey Mapping 86

Customer Journey Mapping Customer Journey Customer Experience Touchpoint 86

ChurnZero

APRIL 3, 2020

Customer Success helps your customers realize value with your product. But how do you systematically ensure they maximize their return on investment? EBRs facilitate customer alignment on business objectives and outcomes as well as allow you to learn about customer initiatives and opportunities.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Success Customer Journey 52

ChurnZero

MARCH 11, 2020

Customer Success is about helping your customers realize value with your product. But how do you systematically ensure they are maximizing their return on investment? Customer Success Around the Web. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

ClearAction

MARCH 23, 2015

Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Other articles in this series: Customer Experience Strategy: Do This, Not That. Customer-Centered Culture: Do This, Not That. Voice of the Customer: Do This, Not That.

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

ChurnZero

FEBRUARY 28, 2020

A: There are a ton of journey mapping tools out there and a lot of them do similar things. When we approach a customer journey map from the inside out, we tend to look at: When are customers interacting with Sales, Support, Customer Success, or Professional Services?

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

ChurnZero

MARCH 6, 2020

Customer Success is about helping your customers realize value with your product. But how do you systematically ensure they are maximizing their return on investment? Customer Success Around the Web. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Customer Success 69

Customer Success Culture 2025 Webinar 69

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. A customer journey map lays the foundation for the effective deployment of technology for CS.

Customer Success 105

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 105

Totango

MARCH 16, 2021

B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey. Basics of Customer Journey Mapping.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

CSM Magazine

AUGUST 31, 2018

In a world full of resources for measuring success (analytics, channels, and tracking tools) many agencies struggle with determining whether they’re monitoring the most appropriate key performance indicators (KPIs) to calculate their clients’ return on investment (ROI). Thankfully, the answer can be found in the form of call tracking.

Metrics 40

Metrics ROI Advertising Customer Journey Mapping 40

CX Journey

DECEMBER 30, 2014

Why Customers Do What They Do Rule #1 in customer experience is "understand the customer." Listening to customers - and acting on what you hear - is paramount to business growth and success. They want to know how much it''s going to cost and what the return on investment will be.

2014 66

2014 Customer Experience 2015 Touchpoint 66

ClearAction

DECEMBER 12, 2017

“Reality Maps give employees easy access to customer insight, with highly visible accountability for improving customer experience.”. What a powerful tool that solves so many challenges we all face in achieving high return-on-investment in customer feedback programs.

Customer Centricity 54

Customer Centricity Return on Investment Customer Experience Design Customers 54

ChurnZero

JUNE 27, 2023

In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1. Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI).

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 52

SmartKarrot

DECEMBER 30, 2021

Customer journey mappings have gained a lot of traction amongst B2B SaaS organizations. A part of the reason is how they can drive customer experience improvements. . But you need to spend quality time and resources in the journey mapping process. Customer journey mapping mistakes to avoid at all costs.

Customer Journey Mapping 10

Customer Journey Mapping Customer Journey Communication Return on Investment 10

Education Services Group

APRIL 25, 2021

A 2020 Forrester report determined that a well-designed Customer Success program can yield a 91% return on investment over a three-year period. Here are the final six capabilities for a well-designed Customer Success organization. Yes, you read that right. So, what are you waiting for? Let’s help you get there.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

Totango

MARCH 2, 2021

Reviewing accounts that are coming up for renewal to evaluate and ensure return on investment. Tracking customer health score during the renewal phase and flagging at-risk accounts for intervention. Sending surveys to elicit feedback and remind customers of the value they’ve been receiving from your product.

Customer Journey 63

Customer Journey Net Promoter Score Sales E-support 63

Ian Williams

FEBRUARY 20, 2020

If you don’t have a business case in place, if you cannot provide a return on investment, forget about it because the finance director in the business is not going to be interested in having the conversation, so we’re going be covering that in greater depth too. The next area is about writing a business case.

Leadership 52

Leadership CEM Customer Journey Mapping Return on Investment 52

ClearAction

OCTOBER 2, 2017

For key drivers of loyalty, quantify the cumulative revenue (or profit, preferably) of the groups of customers who are happy and unhappy. Customer lifetime value helps managers see how much of their business is at stake. Strategic gains included new capabilities, alliances, freed-up resources, increased trust, etc.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

CSM Magazine

APRIL 5, 2018

A touch point relates to any contact a prospective customer makes with your brand before, during or after a purchase. Identifying your business’ touch points is the initial step towards producing a customer journey map that’ll ensure your customers are satisfied every step of the way.

Customer Journey Mapping 49

Customer Journey Mapping Return on Investment Touchpoint Sales 49

SmartKarrot

OCTOBER 26, 2022

Track customer touchpoints and streamline communications using relevant metrics. Customer touchpoints include all direct and indirect customer contacts with your brand. From customer acquisition to revenue, they may be seen at every stage of the customer journey map.

B2B 11

B2B Management Touchpoint Advertising 11

Ian Williams

MARCH 19, 2020

But I’ve done both… two different ways of doing Customer Journey Mapping as an information gathering exercise. Ian: We’re going slightly off course, but it’s fine, there’s not a problem, because I think we’ve got to have a conversation. And I think that’s something we can both agree with. Christopher: Yeah.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Bold360

DECEMBER 1, 2016

Companies need to take a reverse approach and ‘get outside of themselves’ – to put themselves in the customer’s (or prospect’s) shoes to understand the customer perspective, understanding where they are coming from, and what they are looking for.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Confirmit

MAY 29, 2018

Design : Design your program to deliver both tactical and strategic benefits, mapped to your key business objectives. Listen: Put in place multi-channel data collection to ensure your customers can provide feedback in the way that suits them, driving high response rates and greater insight. When to Collect the Voice of the Customer?

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Tricia Morris

AUGUST 21, 2015

3) Outline the associated business processes to better understand what you need from a technology perspective for a better return on investment. An Equal Investment Must Be Made in the Right People: “Cheaper is not better when it comes to people, and that’s true across customer service, marketing and sales.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111