Wired and Dangerous

MARCH 21, 2016

billion interactions on Facebook daily, listening to your customers across multiple channels is absolutely critical to understanding customers ever changing expectations.*. We know from research that social media is 5 times more powerful than word of mouth. We were conducting a customer focus group for a large utility.

Social Media 70

Social Media Sports Banking Groups 70

Chattermill

SEPTEMBER 11, 2019

The ultimate example of a company disrupting an industry with customer experience? Netflix, in 2016, represented 35% of all internet traffic in North America, boasting around 75 million subscribers worldwide. The average business has the average company has over 20 customer touchpoints. Share customer insights company wide.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Forrester's Customer Insights

AUGUST 5, 2019

We first published research on social selling in 2016, and B2B sellers continue to flock to various networks to interact with their customers and prospects. Social provides the opportunity for authentic connections, mutually beneficial professional relationships, and positive business outcomes for both buyers and sellers.

B2B 53

B2B Connections Interaction Social Media 53

Thematic

DECEMBER 5, 2018

Seemingly, customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest barrier was the inability of translating customer insights into business operations. Turn insightful data into concrete action.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

ClearAction

MAY 18, 2017

Investment in VoC can be staggering: several full-time employees to manage it all, subscription to a customer feedback management system for several hundred thousand dollars, analytics subscriptions (text, voice, predictive, social media, loyalty driver uplift, etc.),

ROI 54

ROI Feedback Survey Financial 54

Amity

DECEMBER 9, 2016

The full interviews are used for customer case studies, but then they also categorize the best quotes by topic. The quotes are used in blog posts, ebooks, on social media, across the website, and in many more locations. Sending out swag is part of providing a delightful experience to their customers, followers and friends.

Customer Success 48

Customer Success Marketing Company e-support 48

ProProfs Chat

DECEMBER 23, 2019

Plus, both the customer support tools allow you to get access to insightful reports that help you understand a customer’s journey hassle-free. Maybe this example will give you better insights: Example: Tap into the power of emotion with Disney Parks, the undeniable leader in creating outstanding customer experiences.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. She is a Speaker, Author, and Customer Success Influencer. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kerry Bodine

OCTOBER 4, 2016

That means there’s a chance that your participants don’t represent your larger customer base. In recent years, sentiment analysis on large qualitative data sets like survey verbatims and social media content has delivered insights that tap into the best of both qual and quant research. Quant/Qual Hybrid Research.

Customer Journeys 174

Customer Journeys Social Media Groups Data 174

Kerry Bodine

OCTOBER 4, 2016

That means there’s a chance that your participants don’t represent your larger customer base. In recent years, sentiment analysis on large qualitative data sets like survey verbatims and social media content has delivered insights that tap into the best of both qual and quant research. Quant/Qual Hybrid Research.

Customer Journeys 120

Customer Journeys Social Media Groups Data 120

Natalie Petouhof

APRIL 4, 2016

The commerce software helps integrate all digital and physical customer touchpoints onto a single platform – including online, mobile, point-of-sale, call center, social media and print. SAP Hybris Marketing: This solution combines superior customer insight with a highly agile and scalable platform.

Omni-Channel 40

Omni-Channel CRM B2C B2B 40

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Clarabridge is the only platform that can easily connect to all sources of customer feedback and analyze it in aggregate. We brought the industry’s first customer engagement hub to market. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

OpinionLab

OCTOBER 24, 2017

The rise of digital continues at a staggering rate, with total digital media usage up 40% between December 2013 and December 2016, according to comScore. So you need to capture customer insight throughout the website redesign process. Indirect customer feedback – feedback about you not directed at you (e.g.

How To 94

How To Comparison Feedback Measurement 94

Currency Alliance

MAY 9, 2022

Our API provides a means for clients to implement their use case on any device, whether it is their website, payments terminal, mobile wallet, card-linking, POS terminals, middleware, webhooks, via live shopping, social media, third-party marketplaces, etc. Currency Alliance has been working with blockchain since 2016.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. In short, M.N.U.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

C Space

NOVEMBER 21, 2019

And one that’s indicative of a huge shift: the customer has become a C-suite-level conversation. A 2016 PwC survey of global CEOs revealed something fascinating. 71% of CEOs now see customers as the most powerful disruptive force facing business. Insight teams need to be activists for the customer right across the business.

Net Promoter Score 66

Net Promoter Score Strategy Culture Retail 66

Clarabridge

JANUARY 26, 2017

If you rely primarily on just one or two sources for customer insight, you’ll get a myopic view of the customer experience and may miss important loyalty drivers and opportunities for improving the customer experience. They were vocal, passionate and showed unparalleled energy.

Survey 40

Survey Social Media Self Service Loyalty 40

Clarabridge

JANUARY 26, 2017

If you rely primarily on just one or two sources for customer insight, you’ll get a myopic view of the customer experience and may miss important loyalty drivers and opportunities for improving the customer experience. They were vocal, passionate and showed unparalleled energy.

Survey 40

Survey Social Media Self Service Loyalty 40

Clarabridge

JANUARY 26, 2017

If you rely primarily on just one or two sources for customer insight, you’ll get a myopic view of the customer experience and may miss important loyalty drivers and opportunities for improving the customer experience. They were vocal, passionate and showed unparalleled energy.

Survey 40

Survey Social Media Self Service Loyalty 40