Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Nothing wrong with that!

Customer Experience 142

Customer Experience ROI Airlines Comparison 142

Customer Bliss

MAY 4, 2017

Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. With 15+ years of experience in the CX field, Tabitha also serves on the Board of Directors for the Customer Experience Professionals Association and is a Certified Customer Experience Professional (CCXP).

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Alida

AUGUST 30, 2017

Working with stakeholders outside of research is crucial to getting more ROI from Sparq and increasing your profile in the organization. One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. De-mystify ROI measurement.

ROI 100

ROI Innovation Effort Score Customer relationships 100

ijgolding

SEPTEMBER 24, 2015

Expectations – Managing, meeting and exceeding customer expectations. Resolution – Turning a poor experience into a great one. Time & Effort – Minimising customer effort and creating frictionless processes. The report states: ‘…the experience they deliver is their brand.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClearAction

OCTOBER 1, 2018

Artificial intelligence, digitalization, emerging technologies, the sharing economy, and other trends won’t solve what’s shown in these studies: “Only 20% of companies scored 9-10 for seeing a Return on Investment, with a significant 14% of companies scoring 0-2. customers, channel partners, alliances).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

JANUARY 6, 2021

6) Start “nailing it” with your core-growth customers. This is success-promoting because it focuses your efforts on high growth that’s sustainable. But the nature of customer experience is long-horizon, not instantaneous. 10) Start seeing your customer experience index as a lagging indicator.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Beyond Philosophy

OCTOBER 28, 2021

In addition to oversimplifying both the concept and the solution, the third reason Customer Experience as we know it is dying is because organizations jumped on the Customer Experience bandwagon without knowing what it means. So, How DO You Save Customer Experience? It’s a no-brainer.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Guru

MARCH 7, 2018

We are the first pharmaceutical company to have added Net Promoter Score in Pharmaceutical Contract Development and Manufacturing Organisation (CDMO) business. We do an extensive analysis for each of our sites on how customers have rated us and, as an organisation, are aggressive about turning passives and detractors to promoters.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Chattermill

JUNE 25, 2019

A customer-obsessed culture creates the conditions where employees strive to design and invent to create delight for the customer. One of the biggest mistakes you can make is treating the customer experience as an external effort. Creating a customer-centric culture comes from within.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. When it comes to proving ROI on journey management projects, it is critical to have the right level of focus that journey steps can provide.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. It’s only when he went to customer experience that he lost it. Dan Gingiss: That’s true.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

SurveySparrow

OCTOBER 25, 2019

The amount of creativity and effort goes into all these blows the mind of anyone and that would be the starting of their success story. You could also try and convince your customers to share their stories by offering rewards or making it a game. Customer Experience Strategy #18. Customers are highly empowered these days.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Russel Lolacher

OCTOBER 10, 2022

Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. One is the investment in resources, money, time, effort, in customer experience. Wow, another acronym. Hello to you, Stacy.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Kustomer

DECEMBER 31, 2020

In doing so, Annette has figured out three of the most impactful methods that make the biggest difference in customer satisfaction. Those three being leadership, assessment, and involvement all help to guide companies to higher NPS scores, better survey results, and long-term customer delight. Annette Pedroza: (00:41).

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52