ChurnZero

MARCH 28, 2023

One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company. Many of these are individual interactions but some engagement occurs at an organizational level. CSAT measures customer satisfaction.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. We also had a Customer Experience Council to engage the rest of the organization. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience.

Airlines 493

Airlines Government ROI Webinar 493

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Effective engagement strategies lead to improved performance, increased productivity, higher retention and bottom-line growth.

Engagement 87

Engagement Contact Center Culture Feedback 87

InMoment XI

OCTOBER 10, 2023

The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. By accurately measuring these metrics, businesses can transform their customer interactions, fostering loyalty and driving revenue. Frustrating, right?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

ChurnZero

JUNE 6, 2024

Recently, Darren hosted a ChurnZero webinar on how to create a program that boosts product usage and adoption, builds customer loyalty, streamlines support requests, and unlocks new revenue streams. Key Takeaway #3: Measure business impact as well a not just program usage. Communicate this as you see fit.

Webinar 52

Webinar Customers Measurement Reference 52

West Monroe

JUNE 28, 2022

West Monroe recently hosted a webinar with some of the top customer experience leaders in the software industry—Salesforce, Anthology, Palo Alto, Celonis, and Momentive joined us—to discuss how their companies leverage digital innovation to deliver customer experience at scale. Featured Content. Data doubt cripples businesses.

Webinar 52

Webinar Innovation E Commerce Customer Experience 52

BirdEye

JUNE 13, 2024

When you do it right, your audience doesn’t just stick around; they engage and become loyal advocates for your brand. Enhances customer engagement Engaging content is key to strong customer relationships. Nurturing this kind of engagement keeps your audience connected to your brand. Give them something useful.

Marketing 62

Marketing Social Media Advertising Webinar 62

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether. Not so fast. Five, in fact.

Measurement 121

Measurement Consulting Metrics Webinar 121

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX. How does one measure a concept?

Measurement 132

Measurement Loyalty Metrics Consulting 132

Totango

AUGUST 8, 2021

We recommend six best practices for using customer information to improve engagement with your software product and increase the likelihood of customer renewal : Establish Goals and Milestones. The first step in building strong SaaS customer engagement is understanding the current customer experience. Offer Relevant Communications.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customer Journey 118

Kayako

SEPTEMBER 3, 2015

We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. It is a two-in-one that keeps on giving long after the webinar itself is over. Two weeks before the webinar: We set a time.

Webinar 106

Webinar Books Blog Presentation 106

ClientSuccess

NOVEMBER 24, 2021

From building customer advocacy to creating customer-centric content to measuring and sharing customer sentiment , customer marketing programs can come in different shapes and sizes. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Help grow revenue. Networking events.

Engagement 52

Engagement Marketing Events Customer Relationship Management 52

ProProfs Chat

NOVEMBER 19, 2021

A Net Promoter Score uses a scale of 0 to 10 to measure the likelihood of customers to recommend a brand’s products or services to their friends and family. The Likert Scale is basically a type of survey scale used to measure the respondent’s opinion on a particular subject. – To measure satisfaction. Every time.

Engagement 98

Engagement Sports Net Promoter Score Financial 98

Totango

SEPTEMBER 22, 2020

Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. The first step in building strong customer engagement is understanding the current customer experience.

Customer Engagement 96

Customer Engagement Engagement Customer Journey Customer Success 96

Education Services Group

JULY 21, 2022

We had the ability to monitor customers through the progression of the journey, we were able to have a concept of customer health score and were firing off digital engagements that were contextual and timely based on where the customer was, so that had already been established.

Webinar 52

Webinar CEM Customer Success Chief Customer Officer 52

Experience Matters

OCTOBER 14, 2014

As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing.

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. That is where employee engagement comes into the picture. Organizations must recognize the impact that employee engagement has on the customer experience, and therefore on overall success.

Engagement 59

Engagement Customer Experience Culture Government 59

CloudCherry

SEPTEMBER 19, 2018

Most, however, struggle to see the results they’re looking for to back up the investment, which leaves stakeholders wondering if one can actually measure the ROI of a CEM program. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns.

ROI 256

ROI Financial CEM Metrics 256

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Customers who were highly active and engaged prior to COVID-19, may now be experiencing something completely different. It’s a new avenue for their customers to stay engaged and connected to their local community. How can we keep them engaged?

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

CloudCherry

SEPTEMBER 19, 2018

Most, however, struggle to see the results they’re looking for to back up the investment, which leaves stakeholders wondering if one can actually measure the ROI of a CEM program. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns.

ROI 225

ROI Financial CEM Metrics 225

Totango

SEPTEMBER 15, 2020

Engaging your stakeholders , whether they are high or low influence, can not only drive growth but also turn stakeholders into enthusiastic champions of your product. The following stakeholder engagement best practices are a great place to start: Build Key Relationships. Define and Standardize Engagement Plans.

Communication 70

Communication Engagement Net Promoter Score Competitive Advantage 70

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Every audience is different.

Customer Engagement 111

Customer Engagement Engagement Customer Journey Mapping Definition 111

ProProfs Chat

AUGUST 6, 2021

Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . So how do you ensure your employees are engaged at work, and low productivity is never a reason for worry? What is Employee Engagement Software?

Engagement 98

Engagement Feedback Culture 2021 98

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? Couldn’t make the entire webinar? To watch the webinar, check it out on demand here. We were joined by two of our senior technology experts, Hagai Ben Avi, VP of Integrated Solutions) and Renan Schilman, (VP of R&D).

Webinar 109

Webinar Call Center Technology Leadership 109

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. By automating redundant tasks, CSMs can spend more time engaging with customers and identifying risks and expansion opportunities.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

2020 Research

OCTOBER 18, 2023

During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies.

Marketing 108

Marketing Healthcare Webinar Roadmap 108

SurveyGizmo

FEBRUARY 4, 2021

Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. If retention is measured by renewal and purchase levels, how do you measure loyalty ?

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

Education Services Group

SEPTEMBER 4, 2018

The need to measure product utilization and/or subscription consumption is a no-brainer. What’s not so straightforward is how to measure these activities and what to do to prevent problems. At my previous company, measuring utilization was a manual process by downloading the raw data and creating pivot tables to look at usage.

Customer Retention 49

Customer Retention Measurement Management White Paper 49

BirdEye

APRIL 28, 2023

Use platforms such as Twitter, Instagram, Facebook , and TikTok to create posts and bite-sized videos to educate and engage with followers. If this is the case, you’re likely missing out on valuable engagement via this popular insurance marketing tool. They are interactive, engaging, and educational virtual events.

Insurance 98

Insurance Marketing Social Media Loyalty Programs 98

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Every audience is different.

Customer Engagement 85

Customer Engagement Engagement Customer Journey Mapping Definition 85

ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. In this webinar you will learn: 5 Key indicators vital for both product and customer success.

Webinar 40

Webinar Metrics Customer Success Demo 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “The New Digital Leader” presented by Joe Wheeler. You know, building a web app, improving containment measures, things like that.

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “The New Digital Leader” presented by Joe Wheeler. You know, building a web app, improving containment measures, things like that.

Webinar 40

Webinar 2010 E Commerce Presentation 40

Optimove

MAY 1, 2019

Webinar: Become an Independent Marketer. Within a few months of deploying Optimove, Adore Me measured a 15% increase in campaign-generated revenue, a 22% increase in average order amount and 2.3X The post Driving Engagement with Contextual Marketing appeared first on Optimove. Optimove is used by 350+ customer-centric brands.

Engagement 72

Engagement Marketing Multi-Channel Webinar 72