Experience Investigators by 360Connext

OCTOBER 17, 2023

Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. This represents a significant shift in leadership buy-in for customer experience.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Retently

MAY 31, 2024

A strong Customer Success team optimizes your company for listening, learning, and empathizing with your customers. This team will be the key to receiving useful customer feedback , discovering product flaws, and understanding the gap between vision and market need.

Customer Success 147

Customer Success Management Net Promoter Score Feedback 147

Optimove

MAY 1, 2019

Webinar: Become an Independent Marketer. Optimove is used by 350+ customer-centric brands. CRM Marketing Manager, Adore Me. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”.

Engagement 72

Engagement Marketing Multi-Channel CRM 72

Optimove

APRIL 6, 2019

Become an Independent Marketer Webinar. Optimove is used by 350+ customer-centric brands. CRM Marketing Manager, Adore Me. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”.

Data 69

Data Marketing CRM Customer Centricity 69

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? The CEO needs to ask the awkward questions to ensure everyone is embracing a customer-first strategy.

Strategy 198

Strategy Customer Centricity Chief Customer Officer CRM 198

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Profitability (efforts to increase revenue and profit from customers). Lynn Hunsaker.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Profitability (efforts to increase revenue and profit from customers). Lynn Hunsaker.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Oracle

JANUARY 11, 2021

We also dig into something that’s either the Achilles heel or competitive advantage for sales teams: CRM. He’s been writing about the world of CRM and sales for nearly two decades, including new research featured in this episode. Gosek asked, “Are conventional CRM systems keeping up with today’s digital selling?”

CRM 55

CRM Sales System Competitive Advantage 55

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 141

Customer Retention B2B Customer Journeys Loyalty Programs 141

Optimove

MAY 1, 2019

Webinar: Become an Independent Marketer. Optimove is used by 350+ customer-centric brands. CRM Marketing Manager, Adore Me. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”.

Engagement 40

Engagement Marketing Multi-Channel CRM 40

Optimove

MAY 1, 2019

Webinar: Driving Engagement with Contextual Marketing. Learn how to do Contextual Marketing right! Optimove is used by 350+ customer-centric brands. CRM Marketing Manager, Adore Me. growth in the number of active customers.”. Head of CRM, Stitch Fix. Director of CRM, Rush Street Interactive.

Engagement 40

Engagement Marketing Multi-Channel CRM 40

Optimove

MAY 4, 2019

Webinar: Driving Engagement with Contextual Marketing. Learn how to do Contextual Marketing right! Optimove is used by 350+ customer-centric brands. CRM Marketing Manager, Adore Me. growth in the number of active customers.”. Head of CRM, Stitch Fix. Director of CRM, Rush Street Interactive.

Engagement 40

Engagement Marketing Multi-Channel CRM 40

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). So why all the confusion?

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Optimove

MARCH 27, 2019

Optimove is used by 350+ customer-centric brands. CRM Marketing Manager, Adore Me. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Head of CRM, Stitch Fix.

Data 40

Data Marketing CRM Customer Centricity 40

Vonage

MARCH 26, 2018

For this reason, more and more businesses are turning to customer relationship management (CRM) systems to provide the support that sales teams need to deliver better results. 1. Salesforce is the world’s number one CRM system. 2. Create a clear CRM vision statement. 3. Measure CRM strategy success and KPIs.

Sales 120

Sales Tips CRM System 120

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 368

Strategy Customer Experience Net Promoter Score Effort Score 368

Optimove

NOVEMBER 25, 2018

Optimove is used by 300+ customer-centric brands. CRM Marketing Manager, Adore Me. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Head of CRM, Stitch Fix.

CRM 76

CRM Customer Centricity Customer Retention Culture 76

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Strategy 396

Strategy Customer Experience Net Promoter Score Customer Centricity 396

Optimove

JANUARY 6, 2022

After all, to do retention properly, and at scales almost as large as a highway billboard, marketers had to wait for the right technology to arrive. (it In 2020, Bain & Company and Harvard Business School wrote that “increasing customer retention rates by 5% can increase profits by 25% to 95%.”

Loyalty Programs 98

Loyalty Programs Ecommerce Advertising Loyalty 98

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SurveySensum

JULY 11, 2023

And you know – great customer experience can make your brand successful. Companies that succeed at customer experience increase their sales at a rate that is 4-8 percent higher than the market average. Tailor communication and messaging based on individual customer preferences. Must have Effective Communication!

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Kustomer

APRIL 13, 2022

You need to keep your customers happy by delivering a consistently excellent service experience. 96% of customers report that they’ll leave a company for better customer service. Doing business online involves interacting with customers across multiple touchpoints. Focus on Your Team’s Customer Service Skills.

Self Service 71

Self Service Customer Service Chatbots Omni-Channel 71

Kustomer

JANUARY 11, 2022

Current sensibilities inspired by the ‘shop local’ movement have helped smaller or local companies take a prominent place within our collective retail culture. New CRM software can appear daunting and seem geared for larger companies, however there are many options for the small business to take.

e-support 95

e-support Effort Score Retail Analytics 95

Optimove

JUNE 30, 2019

Optimove is used by 350+ customer-centric brands. CRM Marketing Manager, Adore Me. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. Head of CRM, Stitch Fix. Director of Digital Marketing & CRM, Paul Stuart.

How To 40

How To CRM Customer Centricity Customer Retention 40

Optimove

MAY 26, 2019

Webinar: Become an Independent Marketer. Optimove is used by 350+ customer-centric brands. CRM Marketing Manager, Adore Me. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. Head of CRM, Stitch Fix. Golan Shaked.

How To 40

How To CRM Customer Centricity Customer Retention 40

Optimove

MAY 27, 2019

Optimove is used by 350+ customer-centric brands. CRM Marketing Manager, Adore Me. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. Head of CRM, Stitch Fix. Director of Digital Marketing & CRM, Paul Stuart.

How To 40

How To CRM Customer Centricity Customer Retention 40

NobelBiz

MARCH 12, 2024

Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels. It leverages a centralized data source to provide consistent interactions throughout the customer journey.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

ClientSuccess

DECEMBER 16, 2021

“Whether you call them desired outcomes, key objectives, target, success criteria or goals, the best CSMs are laser-focused on helping their customers achieve results. More often than not though, CSMs end up tracking customer objectives in spreadsheets or as notes in their CSP or CRM.

Measurement 52

Measurement B2B CRM Customer Success 52

eglobalis

SEPTEMBER 16, 2024

This includes regular touchpoints with sales and support teams who interact with customers on the ground. At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered.

B2B 319

B2B Strategy Customer Experience Customer Journeys 319

Method:CRM

SEPTEMBER 1, 2022

Indirect customer experience: Indirect CX covers customers’ passive encounters with your company. These encounters happen through promotional materials, reviews, and word-of-mouth marketing. How does an enhanced customer experience look? Implements well-designed touchpoints that satisfy the customer’s needs.

Customer Journeys 52

Customer Journeys Customer Experience How To Self Service 52

Method:CRM

SEPTEMBER 7, 2022

While every part of your company influences customer experience, four key elements measure the quality of customer interactions: Company culture: A great customer experience starts with the company itself. Key measures of customer experience include: Customer retention rate. Churn rate.

Customer Experience 52

Customer Experience Customer Journeys How To Touchpoint 52

Optimove

APRIL 8, 2019

Relationship Marketing Hub. Prepare to see Optimove’s unique combination of technologies in action, and understand how easy it is to deliver highly effective personalized customer marketing campaigns, improving every customer metric throughout the customer lifecycle. Maximize the Value of Every Customer.

CRM 40

CRM Customer Retention System Culture 40

Optimove

SEPTEMBER 11, 2018

Boost Customer Engagement. Optimove’s Relationship Marketing Hub leverages AI to foster emotionally intelligent relationships that maximize the value of every customer. The #1 CRM Automation Solution. Create insight-based brand interactions that increase customer engagement, spend and long-term loyalty. Understand.

Multi-Channel 40

Multi-Channel CRM Customer Centricity Customer Retention 40

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How is CX different from market research?

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71