Sat.Mar 12, 2016 - Fri.Mar 18, 2016

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Why Effective CX Programs Must Drive Business Outcomes

InMoment XI

Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention.

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5 Important Steps to Win the Moment With Customers

Experience Investigators by 360Connext

We live in a digital world, constantly connected, where information is always at our fingertips. With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships with their customers. Millennials are changing the way brands market themselves and build those relationships. Today, millennials say they’re influenced […].

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Are Your Customers at the Heart Of Business Decision Making?

Customer Bliss

Business decision making has a power core. Knowing the heart and pulse that drives business decisions tells you a lot about how to move forward in customer experience. When customers are the heart of your business decision making, leaders are united in efforts to deliver a reliable and differentiated customer experience. Customer needs drive the overall plan for what’s developed and delivered.

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Customer intelligence in the mobile world: How to achieve mobile-first research

Alida

At Vision Critical, we’ve been focusing on the challenges created by the central role that mobile devices, both smartphones and tablets, now play in people’s lives. While the shift to mobile has created challenges for marketers and researchers, we believe the opportunities are even greater. It’s hard to deny the impact the mobile revolution has had on business.

Customers 180
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Why Effective CX Programs Must Drive Business Outcomes

InMoment XI

Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention.

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The Secret to Rewarding Customer Loyalty

Beyond Philosophy

When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. They complained that the new program, which will award points based on the amount of money spent (rather than on the number of visits to Starbucks) will penalize regular customers who buy only small items, like a brewed coffee. Some vowed to defect to Dunkin’ Donuts.

Loyalty 113
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Winter Release: The value of organizational context

OpinionLab

In my previous blog , I discussed the migration across the VoC industry in its approach to our approach of collecting insight from today’s empowered consumer – a shift away from panels and surveys towards customer-initiated comment cards, which support your customers’ need to provide insight in their own words at a time of their choosing on topics important to them.

2016 108
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Why Effective CX Programs Must Drive Business Outcomes

InMoment XI

Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention.

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Unexpected User Experience Behavioral Trends Making Waves

Win the Customer

The rapid migration from the web and PCs to mobile devices in the last decade surprised everyone. As smartphones rapidly became more advanced, users were soon realizing that their phones could be their primary window to the online world. People can now be in touch and up to date through their phone, receiving news, keeping up with social media and even watching their favorite shows.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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The One Customer Experience Dial That Matters Most

Beyond Philosophy

There are so many things that impact our customers and their experience. When you’re starting to sort this out (and even after you think you know) often times it’s hard to know what variables to focus on. What aspect of the experience deserves the most attention? What are the emotions that are most important to evoke? It can be very confusing and overwhelming.

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The British Airways pilot who got off his bum! How to wow customers with the unremarkable

ijgolding

Last week I witnessed something that I consider to be incredibly unusual. In a world where it is more uncommon than not for consumers to have their expectations exceeded, I was actually bowled over by what I experienced. ‘Bowling over’ a career Customer Experience ‘nut’ is not that easy to do! What makes the experience all the more amazing, is that what actually happened is not really anything that remarkable!!

Travel 81
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Customer Experience: Assessing VOC Success

InMoment XI

After years of conversations around the importance of Customer Experience (CX), it seems that finally it is becoming an operational priority for companies. This shift has never been timelier, as CX becomes an important competitive differentiator. According to Gartner research, 89% of organisations will be competing mostly on the basis of customer experience in 2016.

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49 Customer Experience and Marketing Pros Reveal Their Favorite Examples of Great Customer Service and Customer Experience

Bold360

Every company wants to provide exceptional customer experiences and top-notch customer service. But what exactly does great customer service look like? What are the elements of a fantastic customer experience? Obviously, meeting (better yet, exceeding) customer expectations is the surest path to customer satisfaction.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Flipping the Switch on Video in the Contact Center

Think Customers

Last week at Enterprise Connect , one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Depending on how companies go about deploying video communication technologies, some of the challenges that have impeded adoption is the high amount of bandwidth consumed by video as well as cost constraints.

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One Word That Will Improve The Customer Experience

Steve DiGioia

This original article was written by Steve DiGioia. Too many people that are in the position to “greet” people never actually do that. They may say hi or hello but that’s nothing more than an acknowledgement that someone has entered your space. That’s it! Our customers wish to be part of a team and treated warmly like you do at a gathering of friends and associates.

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Customer Experience: Assessing VOC Success

InMoment XI

After years of conversations around the importance of Customer Experience (CX), it seems that finally it is becoming an operational priority for companies. This shift has never been timelier, as CX becomes an important competitive differentiator. According to Gartner research, 89% of organisations will be competing mostly on the basis of customer experience in 2016.

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It is 6 Times More Expensive to Win a New Customer than to Retain an Existing One

Tricia Morris

A quote from well-known customer service and customer experience advocate Bill Quiseng encourages organizations to “work as hard to keep a customer as you do to find a new one.” And if you’ve ever wondered if customer retention should at least receive equal effort and investment compared to customer acquisition, here are a few statistics that prove winning a customer is good for business, but keeping one is even better: • It is six to seven times more expensive to attract a new customer than it

2016 64
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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The Secrets of Customer Retention & Communication in E-Commerce

Amity

Providing an excellent customer experience is one of the most important ways to improve retention and profitability in any business. A smart Customer Success strategy should always be set as a priority for any business in today’s market. Today’s customers are clever, connected, and terribly disloyal. They like to have various brand choices and just one is not enough anymore.

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The Call for Location-Based Marketing

Think Customers

Omichannel has been the buzzword in the marketing world for quite some time, as companies have sought myriad ways to connect their channels and data in seamless ways across their enterprises. But following announcements of recent store closures and post-holiday sales data that suggest more consumers chose to shop online than in physical stores, retailers must get serious about their omnichannel initiatives fast.

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Customer Experience: Assessing VOC Success

InMoment XI

After years of conversations around the importance of Customer Experience (CX), it seems that finally it is becoming an operational priority for companies. This shift has never been timelier, as CX becomes an important competitive differentiator. According to Gartner research, 89% of organisations will be competing mostly on the basis of customer experience in 2016.

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Episode 17 – Managing the Customer Expectations to Build Customer Loyalty - Transforming the Customer Experience

Kristina Evey

Customer expectations can make or break their perception of the customer experience they’ve had when working with us. The way to ensure success is to MANAGE their expectations. Let them know what to expect, when, and how it will happen every step along the way. This podcast delivers strategies to keep everyone on the same page and promote successful outcomes.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Three Low Cost Ways to Improve Customer Service

CSM Magazine

Before I begin any customer service presentation for an audience of small business owners and managers, I ask them to write down any questions they would like answered during the event. One the most frequent questions is “What low cost/no cost ways would you recommend to improve the delivery of customer service by my employees?” I offer them these three action items. 1.

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Types of inbound customer service you can outsource to the Philippines

Magellan Solutions

Customers are the lifeblood of every business. Attending to their concerns and inquiries are crucial because unsatisfied customers can ruin a business’ reputation in various levels. Customers who are given the right care and attention by businesses are more likely to become loyal customers. “It can cost up to 30 times as much to get a new customer as it does to keep an existing one.

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Which Should Come First?

Michelli Experience

Did you hear the one about the employee who was about to be recognized for his 20 th year of service, only for his supervisors to find that he hadn’t shown up for work in the last 6 years? If only this was the set-up for a joke and not reality ! Clearly that man’s employer should have created a culture that put “employees first,” right? Then again, I’m reminded of the Gallup research captured in the book Human Sigma: Managing the Employee-Customer Encounter which suggests that while there is a h

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3 Reasons Why Customer Experience Management is So Powerful

PeopleMetrics

The other night, I tried to explain to my wife how the turbochargers in my car work. About two minutes in, her eyes were glazed over so much it looked like she had cataracts. Which brings me to my point: Some things can seem complicated. Perhaps unsurprisingly, customer experience comes to mind as an example. Many business elements can affect the overall experience a company provides.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.