Lumoa

JANUARY 11, 2022

Improves Business Profit The business profit comes from the customers, and if your customers are happy with your brand, they will come back. Aiming for a high NPS score will help you in increasing your profit and achieve a high ROI on your customer experience. NPS surveys or full NPS analytics?

NPS 243

NPS Software Net Promoter Score Survey 243

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

Report 145

Report B2C B2B Groups 145

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. 20:20 Customer Experience Summit. When: July 4 to 5, 2017. Interactive Customer Experience (ICX) Summit.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

CSM Magazine

MAY 30, 2017

Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience.

Customer Experience 40

Customer Experience Customer Journeys ROI Report 40

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. Without measuring the ROI of customer experience, all the efforts will be futile.

Customer Experience 153

Customer Experience Social Media Self Service Multi-Channel 153

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Thematic

NOVEMBER 13, 2018

If they care this much about their customers you better also, if you want to stand a chance in today’s competitive market. Now we’ll talk about how you can actually capture those customer insights and respond to them in a way that works for you. Voice of Customer examples: two success stories. One of their biggest Aha!

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Forrester's Customer Insights

NOVEMBER 6, 2018

Adoption has now slowed (51% adoption in 2017; 53% adoption in 2018). And budgets remain low in contrast to the ROI and transformation expectations for AI (under $2M […]. Last year, Forrester predicted that firms would struggle with new technologies, particularly artificial intelligence.

ROI 50

ROI Technology 50

ClearAction

JUNE 29, 2023

A drop since 2017 (5+ years!) in US customer experience is the lowest level now since 2006: are you rising above this trend? 80% of CX practitioners are weak or very weak in 6 CX ROI competencies: among everyone leading experience of customers, partners, and employee, are you ensuring expert competence?

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

Forrester's Customer Insights

APRIL 19, 2018

In 2017, 92% of global B2B marketing decision makers said that improving the ROI of marketing or effectiveness of marketing would be among their top marketing initiatives over the 12 months that followed. Turns out this was a bit of a pickle, because 77% of the same group of respondents said that lacking the ability […]

B2B 49

B2B Metrics Marketing ROI 49

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alida

SEPTEMBER 22, 2016

DEWALT’s award-winning insight community has resulted to savings of over $1 million in study costs this year and close to $6 million since its launch. RELATED STORIES: How DEWALT uses customer insight to accelerate innovation [customer story and video]. Enhance marketing with customer insight.

Innovation 100

Innovation Marketing Social Media Healthcare 100

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

Verint

JULY 31, 2017

Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., The VoC strategy includes requiring that agents ask for customer feedback on 100% of calls that are handled. Essentially, the company takes whatever steps are needed to correct issues or improve the customer experience.

Strategy 28

Strategy ROI Survey Analytics 28

Currency Alliance

JUNE 11, 2017

That is good news for everyone because for merchants ´opening-up´ their loyalty ecosystem, they stand to double or triple the customers participating – with only a linear increase in cost. Stated a different way, ROI from loyalty marketing investments could grow exponentially with a few tweaks that put the customer´s interests first.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

BirdEye

NOVEMBER 20, 2023

It offers customizable campaigns, real-time tracking, and powerful analytics, helping businesses to identify key influencers and track ROI. InviteReferrals InviteReferrals offers a wide range of features, including in-depth customer insights and the ability to customize campaigns. million registered users by 2017.

Software 64

Software Marketing Multi-Channel e-support 64

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Formal onboarding strategies and programmes (Figure 3) yield a very good return on investment (ROI).

Customer Experience 53

Customer Experience Video Sales B2C 53

Qualtrics

DECEMBER 8, 2016

Last year more than 2,300 attendees made Summit the one-stop event for insight leaders at every stage of sophistication. 2017 will be even bigger with three tracks, world-famous thought leaders on the main stage, and more than 60 breakout sessions. Find your own track and a few teaser sessions at the 2017 Insight Summit.

ROI 20

ROI Innovation Tips Survey 20

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Formal onboarding strategies and programmes (Figure 3) yield a very good return on investment (ROI).

Customer Experience 49

Customer Experience Video Sales B2C 49

Verint

SEPTEMBER 29, 2017

We’re no longer talking off-the-cuff, but defining what we mean when we say we are putting our customers first.". They Preach the ROI of CX. I also make a point to share customer satisfaction stories that are relevant to the executive’s responsibilities. This blog originally ran on Customer Think on July 27, 2017.

Leadership 34

Leadership Customer Centricity Average Handle Time First Call Resolution 34

Chattermill

AUGUST 29, 2018

A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). Nunwood offers services in customer insight and planning, and customer experience design and consulting, making it a one-stop shop for anyone who needs an expert to help design a winning CX program.

Technology 40

Technology Customer Experience Consulting Survey 40

Chattermill

AUGUST 29, 2018

A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). Nunwood offers services in customer insight and planning, and customer experience design and consulting, making it a one-stop shop for anyone who needs an expert to help design a winning CX program.

Technology 40

Technology Customer Experience Consulting Survey 40

Currency Alliance

FEBRUARY 26, 2019

Customer data: maximize ROI. Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. As you prepare for change, simplify everything as much as possible – for the benefit of your team members and your customers.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Help Scout

JUNE 22, 2021

The ROI of great customer service. “We We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” As you can tell, excellent customer service is a name maker, no matter what your industry.

Customer Service 130

Customer Service Social Media Self Service Knowledge Base 130

Currency Alliance

MAY 20, 2024

In the case of a typical middle-income customer, this would mean the bank is missing out on hundreds, if not thousands of dollars of incremental revenue per year. A further benefit is the ability to use these richer customer insights to better price the bank’s own products and services.

Banking 52

Banking Loyalty Loyalty Programs Ecommerce 52

Alida

DECEMBER 20, 2017

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Insight-driven businesses take off. According to Forrester, insight-driven businesses are on track to steal $1.2 Edelman’s 2017 Trust Barometer suggests that the world today is suffering from an implosion of trust.

Retail 154

Retail Study Innovation ROI 154