West Monroe

MARCH 14, 2024

In the constantly changing business world, where volatility and unpredictability have become the norm rather than the exception, achieving tangible financial results has never been more challenging. However, as a Bloomberg columnist recently pointed out , the business world is currently facing a “big idea drought.

Banking 40

Banking 2030 Financial ROI 40

ClearAction

DECEMBER 30, 2017

Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. As each manager strives to keep their work manageable, they’re probably building-in silos that short-change information-sharing, smooth handoffs, and collaborative ownership of the bigger picture from the customer’s viewpoint.

Customer Experience 118

Customer Experience Customer Centricity ROI Customer Experience Management 118

Thematic

APRIL 3, 2024

What is the Voice of the Customer (and Why You Should Care) Voice of the Customer (VoC) is a comprehensive approach to understanding your customers' needs, wants, preferences, and pain points. The best eCommerce customers have a high repeat purchase rate and leave positive comments. What’s happening?

Social Media 62

Social Media Feedback NPS Insights 62

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. 2 Tactics to Further Customer Success.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Beyond Philosophy

SEPTEMBER 8, 2022

The results were a 40-point increase in their Net Promoter Score® (NPS) over 30 months and a 10 percent increase in shipping volumes. Therefore, they viewed the project title as a customer experience innovation, part of a business strategy. Then, they needed the senior management to buy in on that project title.

ROI 97

ROI Customer Experience Net Promoter Score Measurement 97

Beyond Philosophy

JUNE 8, 2023

we discussed framing and perspective’s importance. Essentially, you are convincing people to commit resources to change, which is not easy for many organizations. I learned over time that you have to explain the business change’s goal to ensure everyone understands the “why” of your proposal.

Return on Investment 78

Return on Investment Presentation Customer Satisfaction ROI 78

Alida

SEPTEMBER 21, 2018

Marketers need to really understand who they’re trying to change. “As As marketers, our best work is making change happen.”. People from VMware, Twitch, Jam City, Red Bull and Cleveland Clinic have been able to drive ROI by delivering insight that improved marketing campaigns, product development and the customer experience.

2018 145

2018 Insights Innovation Feedback 145

Customer Bliss

DECEMBER 22, 2016

This can be boiled down to a number of core challenges such as: proving ROI and quantifying the business value of customer experience efforts, unifying the organisation siloes and overcoming legacy protocol and technological infrastructure. Overcoming these obstacles is by no means an easy feat! What’s driving this?

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. Forrester at the Sloan School of Management at MIT.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

ClearAction

DECEMBER 30, 2017

Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. As each manager strives to keep their work manageable, they’re probably building-in silos that short-change information-sharing, smooth handoffs, and collaborative ownership of the bigger picture from the customer’s viewpoint.

Customer Experience 75

Customer Experience Customer Centricity ROI Customer Experience Management 75

West Monroe

OCTOBER 19, 2023

Most manufacturers view themselves in the middle in terms of digital maturity. Most manufacturers view themselves in the middle in terms of digital maturity. Despite continuing economic concerns, the pace of digital transformation is not slowing. By one projection , global spending on digital transformation is projected to reach $3.4

ROI 52

ROI Technology Return on Investment 2030 52

CloudCherry

JANUARY 21, 2020

However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). Instead, a voice of the customer (VoC) program is a necessity for any company that wants to understand and act on customer sentiment. Today, there is good news and bad news about VoC. Financial Benefits.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

ClearAction

SEPTEMBER 28, 2015

Yet, for customer experience (CX) managers in companies, these are the first things on their minds. Here are 5 words representing successful customer experience management (CXM) in the future: 1) Context. It is an expansion from relatively superficial treatment of CXM as digital or content marketing or touch-point management.

Customer Experience 105

Customer Experience 2015 ROI Customer Experience Management 105

Confirmit

JANUARY 5, 2021

All too often, leadership treats CX as the management fad du jour, rather than as a business strategy. Inside-out view of the world. Try constructing parallel journey maps, one from the customer’s perspective, one from the company’s orientation to clearly illustrate the disconnect. Lack of commitment from the top.

Customer Experience 52

Customer Experience Leadership Measurement Customers 52

Amity

OCTOBER 3, 2016

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Amity looks at CSM from the perspective of the tools and platforms CSMs need. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers.

ROI 76

ROI Roadmap Measurement Customers 76

Confirmit

NOVEMBER 18, 2019

Josh Bersin gave his perspective by saying: “All the programs we’ve invested in over the years (employee engagement, diversity and inclusion, leadership development, performance management) are all part of the Employee Experience. Surveys continue being an important method in collating employee views.

Definition 45

Definition Employee Experience Measurement ROI 45

Gainsight

JANUARY 17, 2020

6 Customer Feedback Processes from Product Management Experts. From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. There is no shortage of feedback these days. But what is everyone doing with it? How do you work with your customer-facing teams to gather feedback?

Feedback 117

Feedback Roadmap Demo ROI 117

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Amity

JULY 7, 2017

Now, that stat may or may not be accurate for your company’s particular situation (or anyone’s), but the point is that in the SaaS world, having a low churn rate is important. The Customer Story may be the most important story that you’ll ever tell or read as a Customer Success Manager. Average time to first value.

Events 80

Events NPS Metrics ROI 80

Clicktools

MAY 12, 2017

The purpose of the training (which included everyone from sales and marketing to customer success and support) was to underscore the power of positive CX, the importance of building trust in customer relationships, and the resulting ROI of doing so. More often than not, these two perspectives do not line up. CX Reality Check.

Customer Service Representative 45

Customer Service Representative Consumers ROI Definition 45

West Monroe

JANUARY 23, 2022

The utility business model is changing in response to political, environmental, consumer, and cybersecurity pressures. Moving toward an Advanced Distribution Management System (ADMS) can help utilities unlock the full value of grid enhancements and provide central visibility and control to a growing number of devices. The challenge.

2022 40

2022 Transportation Telecommunications Wireless 40

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Amity

FEBRUARY 14, 2018

Now, that stat may or may not be accurate for your company’s particular situation (or anyone’s), but the point is that in the SaaS world, having a low churn rate is important. The Customer Story may be the most important story that you’ll ever tell or read as a Customer Success Manager. Average time to first value.

Events 69

Events NPS Metrics ROI 69

Call Experts

MAY 2, 2019

Contact center protocols develop, manage, evaluate, and optimize your customer journey. It is essential to focus on the ability of agents to develop secure connections with callers and your ROI. Understand key performance indicators to analyze high-value engagement. Develop a plan with strategic initiatives and advanced technology.

Contact Center 56

Contact Center Call Center 2018 Effort Score 56

SuiteCX

JUNE 15, 2017

35% 1 of all credit card purchases in Australia earn Qantas points, 25%2 of all credit card purchases in New Zealand are earning Airpoints. Australian companies are spending more than $5 Billion dollars6 a year in loyalty points and rewards. Having a loyalty program is becoming a cost of doing business, a hygiene factor.

ROI 40

ROI Measurement Marketing Loyalty Programs 40

SuiteCX

JUNE 15, 2017

35% 1 of all credit card purchases in Australia earn Qantas points, 25%2 of all credit card purchases in New Zealand are earning Airpoints. Australian companies are spending more than $5 Billion dollars6 a year in loyalty points and rewards. Having a loyalty program is becoming a cost of doing business, a hygiene factor.

ROI 40

ROI Measurement Marketing Loyalty Programs 40

Joe Rawlinson

AUGUST 15, 2018

As a result, brands need to display an objective view when interacting with customers. Top managers create procedures and directives for their employees to follow when handling customers, but the correlation of customer satisfaction is to the degree of empowerment your customer care teams are provided. They can do this by: a.

Customer Satisfaction 88

Customer Satisfaction Customers Brands Customer Care 88

ClearAction

NOVEMBER 26, 2017

Manage customer experience more like you do any other business investment: What is really needed by the stakeholders? Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here’s a way to help you invest wisely. And that’s key! What Stakeholders Need.

Customer Experience 54

Customer Experience B2B 2016 Customer Journey Mapping 54

Qualtrics

OCTOBER 30, 2020

According to Glassdoor , 67% of job seekers view a diverse workforce as an important factor when evaluating companies and considering job offers. Here’s how to speak the language of your leadership team to get buy-in for your DEI program. What are the benefits of DEI in the workplace? These are wins in and of themselves.

Competitive Advantage 39

Competitive Advantage Financial Leadership Return on Investment 39

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 3 Ultimate Factors of Business Performance Lynn Hunsaker. Certainly all of these endeavors can make a difference in revenue growth.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

SurveySparrow

JANUARY 21, 2022

Depending on the purpose of your map, these attributes change, and it’s always good to use those that are important from an average customer’s point of view, as it covers a wide range of your target market. Customer surveys find what’s brewing in their minds about our offerings. But then what?

Definition 52

Definition Brands Sales Marketing 52

ERDM

JANUARY 22, 2019

To achieve such engagement excellence, marketers must fundamentally change their thinking. Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* The highest-ranking answer? ‘No

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

To achieve such engagement excellence, marketers must fundamentally change their thinking. Article by Ernan Roman, President, ERDM Corp. The highest-ranking answer? ‘No Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 49

Customer Experience Sales Customers ROI 49

Amity

MAY 6, 2014

The following is part of a series of conversations about Customer Success Management (CSM) between Pam McBride, Director of Marketing at Amity and Jason Whitehead, CEO of Tri Tuns. Pam looks at CSM from the perspective of the tools and platforms CSMs need. Jason: Those are all great points, Pam.

ROI 48

ROI Customer Success Roadmap Measurement 48

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 3 Ultimate Factors of Business Performance Lynn Hunsaker. Certainly all of these endeavors can make a difference in revenue growth.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

Chattermill

AUGUST 6, 2019

We feel this needs to change so businesses can start making better decisions and start doing customer experience the right way. When your busy working away separated from different departments it can be easy to misunderstand and stay in touch with varying points of view. How To Drive Action With Your Voice of Customer Program.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40