InMoment XI

FEBRUARY 12, 2024

By amalgamating data from sources like sales, marketing, and customer support, integrated CX provides a holistic perspective, enabling organizations to understand customer behavior and preferences more thoroughly. How Does Integrated Customer Experience Work?

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? 4 Steps to Customer Experience ROI. Capture customers’ informal post-purchase comments.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

GetFeedback

AUGUST 14, 2019

CSAT can provide a lot of insights around how well your brand met expectations at these key parts of the customer journey. This type of specific interaction is often measured and included in Customer Experience Management. Are you satisfied with customer satisfaction? Goal 2: Coach employees. Free CSAT Calculator.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Embracing the emotional parts of the Customer Experience right from the start. Most businesses focus on the internal operations of the experience rather than looking at it from the Customer’s perspective.

ROI 74

ROI Net Promoter Score CEM Conference 74

ClearAction

DECEMBER 19, 2014

But like everything in a company, "it takes a village" Customer experience management is a team sport, a way of life, an ongoing journey of excellence within the context of valuing customers' well-being as the enabler of well-being in all other areas. Customer Experience Maturity Roadmap.

Strategy 116

Strategy Customer Experience ROI Sports 116

Beyond Philosophy

AUGUST 16, 2016

There’s a nice metaphor here that can be applied to the development and execution of customer experience management programs, particularly the elements that are dependent upon skilled, user-friendly data development and management. Think of customer experience results as the cornbread.

Customer Experience Management 60

Customer Experience Management Customer Experience Management Consulting 60

GetFeedback

JANUARY 12, 2020

Done right, it gives an end-to-end view of the customer experience that can reveal weakness within or between touchpoints, or in the complete journey. . Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: . Best wishes, and have a good trip!

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Forrester's Customer Insights

FEBRUARY 26, 2020

I recently cohosted the webinar How To Prove The ROI Of CX with Ben Brown, a senior consultant from Forrester’s Total Economic Impact™ (TEI) team. Ben creates ROI models for a living, so he was the perfect partner in crime for this webinar.

ROI 52

ROI Measurement Consulting Customer Experience 52

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one.

ROI 78

ROI Return on Investment Exercises Measurement 78

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution!

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

Course 154

Course Training Competitive Advantage Employee Experience 154

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That is what customers reward.

ROI 48

ROI Effort Score B2B Customer Journeys 48

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Customer Experience Improvement is a Team Sport. " Costs of Silos.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

CloudCherry

AUGUST 30, 2018

This means that our predictive engine is based on customer feedback, their actions, and their purchasing data. With advanced predictive analytics , customer experience leaders can pinpoint exactly what they need to do to move the needle and drive ROI. To get this level of information out of consultants would take months.

Strategy 150

Strategy NPS Analytics Analysis 150

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

NOVEMBER 19, 2020

He was also one of the first proponents of having an “outside-in” approach regarding the experience that you deliver to customers, which, my regular readers know, is one of the principles of which I am keenly fond. After all, why would anyone support all this if you cannot prove an ROI?

Customer Experience 133

Customer Experience ROI Conference Customer Centricity 133

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? From the ClearAction Business-to-Business Customer Experience Management Benchmarking Study.

B2B 86

B2B Customer Experience Customer Journeys Customer Experience Management 86

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. 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

ClearAction

DECEMBER 30, 2017

Likewise, in the management of customer experience itself, we often build-in silos unwittingly: voice-of-the-customer must be tied neatly to business intelligence and continual improvement initiatives and innovation and loyalty management. How to Solve Customer Experience Silos.

Omni-Channel 75

Omni-Channel Customer Experience How To Customer Centricity 75

BirdEye

APRIL 11, 2023

BCG matrix The Boston Consulting Group’s product portfolio matrix, often called the BCG matrix, is similar in appearance to a SWOT analysis. The post Business strategy template examples, plus free downloads appeared first on Birdeye Customer Experience Management. Otherwise, your analysis will be too broad.

Examples 98

Examples Strategy Analysis ROI 98

SurveySensum

FEBRUARY 17, 2025

Advanced Tagging and Subtagging : Unlike traditional solutions that focus solely on surveys, it enables businesses to analyze feedback across multiple platforms, delivering a holistic and data-driven approach to customer experience management. Market Research : Understanding customer preferences and competitor strategies.

Analytics 52

Analytics Tools Multi-Channel Analysis 52

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

FEBRUARY 6, 2025

SurveySensum Platform Overview SurveySensum is an AI-enabled customer experience management platform that provides users with end-to-end CX solutions from creating surveys to analyzing data and taking relevant and prioritized action, impacting their bottom line and transforming feedback into revenue.

Tools 52

Tools Comparison Self Service Analysis 52

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Adjust policies in customers’ favor. Scrutinize loyalty/retention and other efforts for win-win, mutual value and ROI — from the customer’s viewpoint.

Customer Experience 81

Customer Experience Customer Journeys Customers Roadmap 81

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. 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

Wootric CX Blog

DECEMBER 2, 2019

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report. 1] Walker Consulting, The CEO View of CX. [2]

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

Clarabridge

MARCH 21, 2017

And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What is the right customer experience data to measure? Focus on high volume sources to demonstrate ROI. And at the same time, they should improve customer satisfaction.

Omni-Channel 61

Omni-Channel CEM Data Customer Experience 61

ClearAction

NOVEMBER 18, 2017

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. Customer Experience Boggle Busters for Channel Silos.

Metrics 67

Metrics Customer Experience Customer Experience Management Return on Investment 67

ClearAction

DECEMBER 31, 2017

It’s cheating yourself and others — most importantly, your customers and investors — of the enduring upside promised by customer experience management. Corporate strategy and customer experience strategy must be mirror images. Strategy Prerequisite #5: Drive ROI. Help them see how they can use it.

Strategy 79

Strategy Customer Experience Customer Journeys Net Promoter Score 79

SurveySensum

FEBRUARY 4, 2025

SurveySensum SurveySensum is an AI-enabled customer experience management tool with best-in-class GDPR compliance. It helps you gather and analyze customer feedback and take feedback-driven actions that drive real ROI. It allows businesses to identify key ROI drivers and fix experience breakdowns.

Survey 52

Survey Multi-Channel ROI User Experience 52

Maru/HUB

JANUARY 17, 2018

MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion by 2019, the customer analytics market from $1,623.2 Today’s Customer Experience analytics programmes are substantial investments to businesses and therefore demand ROI. billion in 2014 to $8.39

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

ClearAction

FEBRUARY 27, 2017

Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. This reflects the unfortunate current reality, but it does not guide managers to set themselves up for success.

Voice of Customer 71

Voice of Customer Effort Score ROI Return on Investment 71

COPC

SEPTEMBER 30, 2022

Management at all levels can receive actionable real-time data and immediately uncover the root causes of performance issues. helps companies deploy the best practices found in the COPC CX Standard through consulting, research, certification and training. As a leader in the contact center industry, COPC Inc. About COPC Inc.

Guidelines 62

Guidelines Contact Center Call Center Consulting 62

ClearAction

OCTOBER 10, 2017

While rare in today’s mainstream customer experience management practices, VMware’s approach is shared by several other companies. Both are needed in customer experience management in order to produce sustained growth. Note: systemic means holistic, whereas systematic means step-by-step.

B2B 83

B2B Customer Experience Leadership Customers 83

ClearAction

SEPTEMBER 29, 2016

ClearAction and Marketing Future Forum help you center your business on customers, to accelerate and sustain growth. ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI.

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

ClearAction

OCTOBER 2, 2017

Think of customer experience management as a flow (not pillars!). Adapt this verbal technique to the way you present voice-of-the-customer. For key drivers of loyalty, quantify the cumulative revenue (or profit, preferably) of the groups of customers who are happy and unhappy. Then say it.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78