GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 Preferences for how they interact with your brand today will certainly shift in the future. Are they properly trained on the experience your customers expect from your brand, regardless of who delivers it? It’s interesting to take a look at this metric over time.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Heart of the Customer

MARCH 22, 2022

After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains. Most Brands Just Aren’t Listening. SuperOffice’s survey of 1,920 business […].

Feedback 143

Feedback Brands Customer Satisfaction Survey 143

Beyond Philosophy

JANUARY 28, 2019

Focus on the ROI of CX improvement. A renewed focus on the ROI of your efforts is vital to the longevity of your CX program. However, ROI isn’t always about more sales; there are other ways to measure your success in ROI. However, ROI isn’t always about more sales; there are other ways to measure your success in ROI.

Net Promoter Score 139

Net Promoter Score ROI Effort Score Groups 139

ShepHyken

AUGUST 19, 2019

(ClickZ) Customer service provider Simplr has released a new report on the most common customer service pitfalls among eCommerce brands. They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. My Comment: Do you want better customer service?

Customer Service 122

Customer Service Leadership Ecommerce Culture 122

ShepHyken

AUGUST 12, 2019

Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Thematic) This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. Still, there’s some sound wisdom in this way of thinking.

Customer Service 102

Customer Service ROI Customer Service Training CRM 102

Alida

SEPTEMBER 30, 2016

From emerging upstarts to established conglomerates, brands of all sizes now recognize that getting closer to customers is key to long-term business success. Online communities have measurable, proven ROI. billion by 2019 , according to advisory firm IDC. Every company today wants to be customer centric. TWEET THIS STAT ).

ROI 100

ROI e-support Sports Study 100

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. Customers who stay longer with your brand also spend more with your brand. More Types of Customer Experience ROI.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

NetBase

JULY 3, 2020

The 4th of July is typically cause for celebration, but current events make that challenging for brands. Should brands leave it alone or attempt to make a go of it? How many brands (and consumers) are making the most of The Fourth. How many brands (and consumers) are making the most of The Fourth. Pool parties.

Brands 95

Brands Marketing Travel Advertising 95

CloudCherry

FEBRUARY 20, 2019

From browsing on mobile when shopping in-store, to following brands on Instagram for product updates – your customers are spending more time with you in non-traditional ways. Finally, in 2019 receiving real-time notifications from detractors is table-stakes. You need a direct ROI model to prove your value to the business.

Strategy 273

Strategy CEM Analysis Self Service 273

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. You need to step out of your ‘comfort zone’ as an ecommerce brand and become a source of valuable and helpful content, not only product catalogs. Make your emails better but fewer.

Ecommerce 92

Ecommerce Tips Marketing Omni-Channel 92

Optimove

AUGUST 26, 2021

One thing’s for sure – when talking about customers, it’s a horrible strategy for brands, even for the wealthiest amongst them. Getting just 1 in 3 to buy with you again, and you will already leap your brand into profitability (by increasing your average customer lifetime value 33% from $0.9 You might think it’s simple math, right?

Brands 98

Brands Fashion CRM ROI 98

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. A talented sales assistant instinctively knows when and how to offer advice to a customer, enhancing the retail experience and creating true brand loyalty. In a nutshell.

Self Service 95

Self Service Innovation Telecommunications Social Media 95

C3Centricity

SEPTEMBER 16, 2019

Therefore loyalty is an incredibly valuable benefit for a brand. Adding value to a company also increases the ROI of its marketing investments. According to the US ACSI (American Customer Satisfaction Index) August 2019 report, customer satisfaction is once again on the decline in the USA. UK Customer Satisfaction Index 2019.

Customer Centricity 184

Customer Centricity Measurement How To Customer Satisfaction 184

Comm100

JANUARY 11, 2023

As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. 80% of consumers surveyed say that they would be more loyal to brands that understanding them. Lower service costs and substantial ROI. An immediate response.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

ShepHyken

APRIL 29, 2019

ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business. A digital marketing strategy is absolutely crucial for every brand. I have added my comment about each article and would like to hear what you think too.

Loyalty Programs 19

Loyalty Programs Customer Service Abandon Rate Loyalty 19

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Briefly, the argument is that leading CX brands outperform laggards by a lot. But what about customer requests that, if implemented, would undermine the brand promise?

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

NetBase

JULY 25, 2019

Wondering if your marketing efforts are up to snuff when compared to other brands in your industry? Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. Even if your brand isn’t international, your competitors are. monitor brand heath.

Social Media 65

Social Media Report Survey Marketing 65

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Brands that don’t connect at a human, personal level may never break through the noise. Guarding Your Reputation: There’s no margin for error in the current competitive climate, so avoiding a brand crisis is critical.

Social Media 77

Social Media Tools Analysis Analytics 77

NetBase

NOVEMBER 14, 2018

For brands, it’s also a new quarter, and a time to gear up for new goals and campaigns coming in the days, weeks, and months ahead. Here’s a social analytics checklist to get you ready for a bold, successful 2019. Social sentiment surrounding your brand, and what’s driving it. This is a great habit to establish for 2019.

Analytics 72

Analytics Net Promoter Score Social Media Analysis 72

TechSee

JUNE 10, 2021

As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Gartner predicts that by 2025, algorithms and bots will schedule over 70% of field service work at automated schedule optimization-dependent field service providers, up from less than 25% in 2019. .

Self Service 207

Self Service Innovation Analytics Transportation 207

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 73

Customer Success Self Service Chief Customer Officer Customers 73

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 54

ROI Study Financial Loyalty 54

Optimove

JULY 7, 2019

Why Top Brands Chose Optimove’s CDP over the Competition. Optimove’s Customer Data Platform empowers brands to improve customer experience, retention and LTV by: Unifying and viewing all customer data in a single customer view. contact-form-7] Optimove is used by 350+ customer-centric brands. Copyright © 2019, Mobius Solutions.

Brands 76

Brands Multi-Channel Advertising CRM 76

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

SurveySensum

SEPTEMBER 12, 2019

There’s a reason why Jeff Bezos , CEO of Amazon considered brands as hosts and customers as invited guests. Customer-first strategy is crucial to drive brand success in today’s competitive era. It’s 2019, customers are getting ample choices and you’ll have to make certain that why should they choose you over your competitors.

Brands 67

Brands Net Promoter Score Customer Experience NPS 67

BlueOcean

AUGUST 7, 2018

Planning for 2019 already? You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. You’re in good company. It’s the type of decision that is well-suited to a formal RFP and procurement process.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 48

ROI Effort Score Study Financial 48

Alida

AUGUST 16, 2016

The social business market, which runs largely on community platforms, is expected to reach $23 billion by 2019. billion by 2019 , representing a compound annual growth rate of 24.3 According to Forrester Research, we are now living in the age of the customer —a time when customers, not brands, control the business agenda.

Social Media 0

Social Media ROI Innovation Feedback 0

Horizon CX

DECEMBER 27, 2019

Based on your experience, how likely is it that you would recommend our (product, brand or service) to a friend or colleague? NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations. 12% are branding NPS within their organization. Financial Linkage of NPS to Business Outcomes (ROI).

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Alliance by IFS

DECEMBER 18, 2018

With 2019 right around the corner, we put together a list of the top 3 webinars, infographics, whitepapers and videos from 2018. Key 2019 Trends Amongst Service Centric Manufacturers: Learn how “as-a-service” offerings blur the lines between products and services so that you can stay ahead in 2019. We hope you enjoy them.

Resources 83

Resources Infographics ROI Social Media 83

NetBase

AUGUST 1, 2019

Is your brand doing everything it should be to capture the EMEA market? Our 2019 EMEA Social Media Market Survey Report answers that question, and more. And brands in every category need to become omnipresent and create eCommerce offerings to counter the loss. Brand health management. And which provide the best ROI?

Social Media 53

Social Media Report Survey Marketing 53

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. However, while 78% of brands are measuring customer loyalty via these three metrics, very few businesses believe they are gaining any real insight from the results.

B2B 150

B2B Company Effort Score Multi-Channel 150

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? That’s powerful – and probably more so than most brands realize: 88% of consumers trust online recommendations as much as personal recommendations. How top brands use influencer analysis to power competitive intelligence. How to find niche influencers and activate brand ambassadors.

eBook 55

eBook Marketing Comparison Analysis 55

NetBase

JANUARY 1, 2019

It’s 2019 and time for another fast-paced year where brands are made and broken at the speed of social. Though periodic reports are useful for spotting patterns and tracking overall trajectory, live insights are critical to brand survival. This is how agencies like Spong use real-time dashboards for brands like Thermos.

Social Media 62

Social Media Tips Banking Sports 62

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. In this first post on VoC , Eptica CEO Olivier Njamfa explains how you can ensure your program delivers the ROI that all businesses need.

Average Handle Time 89

Average Handle Time Self Service ROI Chatbots 89

Think Customers

OCTOBER 4, 2019

New research finds that customers increasingly want their voices heard by brands, literally. Consumer adoption has led to ROI, according to the research. Make customers a priority: When an organization is deciding what to automate, consider how it will affect the customer experience, not just the ROI.

ROI 53

ROI Automotive Insurance Study 53