Think Customers

MAY 20, 2024

This week’s Fast Track CX ROI webinar is the second episode in ECXO’s three-part series of short, practical sessions hosted by Ricardo Saltz Gulko, ECXO co-founder and managing director of Eglobalis , a global adviser in CX, design, and innovation. Say what you do and do what you say.”

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 52

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. In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Returnonbehavior.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Thematic

MARCH 27, 2024

Understanding the "why" behind potential churn can improve the overall customer experience (CX) and safeguard your bottom line. What is customer churn? Customer churn refers to the percentage of customers who stop doing business with a company within a given period.

Feedback 62

Feedback Net Promoter Score Customer Centricity Customers 62

Experience Investigators by 360Connext

AUGUST 22, 2023

That’s why being intentional about customer experience means we have to look at behavior and actions, not just what customers tell us. At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

CX University

MARCH 18, 2024

Challenges of Hyper-Personalization While hyper-personalization holds great promise for improving customer experiences, it also presents several challenges that businesses must navigate. By tailoring recommendations based on user feedback and purchase history, the company enhances customer satisfaction and retention.

Customer Experience 52

Customer Experience Retail 2023 2022 52

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. This delightful experience, my friend, is what we call customer experience (CX). Monitor customer service metrics and continuously improve your service. Actively listen to the voice of your customers for valuable insights and improvements.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Totango

FEBRUARY 28, 2020

These actions are the way we personalize our service to meet the demands of our customers. Building a comprehensive strategy around this idea of informed intervention requires a commitment to: Following customer behavior. Analyzing customer success metrics. Anticipating customer need . Nurturing customer growth.

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. Metrics tools are great but don’t forget about the human element.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

CSM Practice

APRIL 13, 2021

Every CSM has the primary goal of improving client retention and identifying expansion selling opportunities to grow their customer portfolio over time. Customer success managers are focused on long-term goals, specifically driving adoption, delivering value, and ensuring ROI. A Day in a life of a CSM.

Customer Success 52

Customer Success Management Customer Retention Customers 52

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. .

Customer Retention 52

Customer Retention Metrics Measurement B2B 52

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. To optimize journeys by orchestrating real-time, personal nudges and interventions. McKinsey & Co.

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

Education Services Group

MAY 12, 2021

Developing a Dynamic Engagement framework can be associated with the following overarching areas: outcome, experience, ROI, engagement, and validation. Some key questions to consider when implementing a dynamic engagement structure include: What is the business outcome the customer is trying to achieve? Dude’s a rock star.

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

Thematic

APRIL 3, 2024

By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. Reduced Churn: Identifying the root causes of customer dissatisfaction enables you to proactively address issues, prevent customer loss, and preserve revenue.

Social Media 62

Social Media Feedback NPS Insights 62

SurveySparrow

FEBRUARY 22, 2023

Yes, this Qualaroo competitor helps make sense of the plethora of customer feedback submitted across multiple channels. In a nutshell, it uses AI-driven rules to determine what customers think and their desires, which lets businesses automate processes while measuring metrics like effort, emotion, and intent.

2023 52

2023 Feedback ROI Customer Satisfaction 52

CSM Practice

DECEMBER 19, 2021

Irrespective of your selection, the technology should help you measure the metrics that matter the most like: Net Retention Rate . Customer lifetime value (LTV). 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

C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Lack of alignment on important metrics. Customer profiles.

Marketing 70

Marketing ROI Insights Social Media 70

BirdEye

MARCH 24, 2023

They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed. Network with the people in your target market to nurture leads and acquire new customers. These events present ample opportunities to meet potential customers up and close and interact with them.

2023 98

2023 Return on Investment Social Media Sales 98

Fox Metrics

MAY 29, 2020

However, what separates the average eCommerce entrepreneurs from the elite club of industry leaders is the attention to detail—a shift towards raw data analysis primarily geared towards cost reduction, customer retention, and revenue generation. Let’s now examine the five most overlooked data metrics in eCommerce. .

Metrics 59

Metrics E Commerce Advertising Reference 59

ClearAction

NOVEMBER 3, 2015

A consequence of skin-deep outside-in is a mis-match of customer-facing messages with the reality of processes, policies, business models and products. Mis-matches may be tolerated presently, but they do not bode well for the future. Customers' trust is eroded by inconsistency. customers’ consequences.

Customer Experience 101

Customer Experience ROI Customer Experience Management Sports 101

Stella Connect

MARCH 2, 2022

CX leaders often refer to service recovery as the ‘secret weapon’ — while customer service teams should always aim to provide stellar service, things don’t always go as planned and service recovery steps in. Not only does it drive customer retention , but service recovery also aids customer acquisition as well as brand loyalty and awareness.

Measurement 52

Measurement Feedback Leadership Social Media 52

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. The excitement was palpable, safety was assured, and the presenters were A-list! Just two years ago (has it really been two years?!), we packed into Moscone Center.

Entertainment 98

Entertainment Customer Success Events Telecommunications 98

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. Using VOC data to inform change Getting insights to the right people who can drive change is not about just sharing VOC data in a quarterly board presentation.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

Kustomer

MARCH 11, 2021

As Matt mentions, “CX improvement opportunities can get hidden under massive growth,” meaning that it’s greatly important for CX leaders to develop and present an attention-grabbing business case to executives. The first being understanding customer service metrics and how those metrics affect retention and growth.

Customer Experience 59

Customer Experience Metrics NPS Customers 59

ChurnZero

JULY 9, 2020

You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue. For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must.

Marketing 64

Marketing Webinar Reference Events 64

ChurnZero

FEBRUARY 22, 2019

Identifying your competition and staying informed about their products and services is the key to remaining competitive in the market and is crucial to customer retention and the survival of any business. You set up another meeting with the customer to go over this presentation. ChurnZero Resource – ROI Calculator.

Net Promoter Score 40

Net Promoter Score ROI Return on Investment Competitive Advantage 40

Customer Guru

DECEMBER 13, 2017

In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. The value of customer experience. I agree, computing an ROI for CX is not easy and it is not short-term for sure!

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Companies apply the golden rule of business to customers and employees. .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

OCTOBER 10, 2022

Build meaningful and strong relationships with Diagnostic Robotics’ customers that result in long term and enterprise wide partnerships including the selling of new product capabilities. Manage complex, cross functional customer implementations for new product deployments. Support your team to build strong customer relationships.

Customer Success 19

Customer Success Seminar Roadmap Healthcare 19

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics Definition Engagement Measurement 98

LiveChat

DECEMBER 5, 2017

Most likely, you check up on your basic online store metrics frequently. Among others, ROI is the essential factor to focus on while evaluating your overall performance. And then there’s also customer lifetime value. In fact, building better relationships with your clients actively contributes to improving ROI.

E Commerce 45

E Commerce ROI Measurement Metrics 45

Thematic

NOVEMBER 13, 2018

In addition, with a well-implemented VOC program, you can better retain your customers – think higher customer loyalty scores, less churn, and a higher customer lifetime value, thanks to repeat purchases. Make sure you choose the right metric , such as NPS, but don’t focus on it too much.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Customer Retention 83

Customer Retention Customers Customer Journey Customer Success 83

SmartKarrot

APRIL 15, 2022

Measure the effectiveness of Customer Success by establishing, tracking, and evolving metrics, and expose subsets of those metrics to the exec team. Lead and continue to evolve a world-class Customer Success team by developing leaders, empower the team with playbooks, etc., Be responsible for customer retention.

Customer Success 19

Customer Success Return on Investment Webinar Leadership 19

Thematic

MARCH 29, 2020

What stakeholders are involved in product decisions, what metrics are they responsible for, and what data (such as churn, growth, or operational costs) do they use to make decisions? How will you tie customer feedback to those metrics and data sources? This is an equivalent of a vanity metric in product analytics.

Feedback 111

Feedback E-support Metrics Insights 111

Gainsight

JUNE 11, 2021

Onboarding for Retention & Revenue featuring Dominic Constandi, VP of Customer Success at ZoomInfo. Most importantly, customers should first experience value. Start the kick-off asking the customer to commit resources and time. Make paid tiers desirable by providing intended outcomes, more visibility, and ROI.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

ProProfs Chat

JULY 21, 2020

He believes, “ Your brand is a story unfolding across all customer touchpoints. It is your responsibility to ensure that you are present wherever your customer is. ”. Now, before we attempt to decode every stage of the customer lifecycle management process, let us first understand the definition of customer lifecycle management.

Management 52

Management Loyalty Programs Loyalty Competitive Advantage 52

CX Ahead

MARCH 4, 2021

This is wrong in many, many ways and could do with its own article, but in a nutshell: First, not every part of the experience will satisfy customers. There is no point in making the shop cleaner than a hospital room because your customers won’t notice nor would they care, it just need to be to a certain level and this will suffice.

Customer Experience 52

Customer Experience Net Promoter Score Measurement Customers 52