Solvvy

APRIL 17, 2018

The post The Opportunity Cost of Delivering an Average Customer Experience appeared first on Solvvy.

Customer Experience 72

Customer Experience Customers 72

ShepHyken

APRIL 18, 2018

Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. A Wikipedia definition of a loyalty program summed it up well: Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program.

Loyalty Programs 91

Loyalty Programs Loyalty Airlines Video 91

Customer Bliss

APRIL 20, 2018

In Uganda, women entrepreneurs often experience a vicious no-win cycle. They take out loans with such high rates, short cycles for repayment, and late fee penalties that no matter how hard they work, they really never get ahead. Now, that’s beginning to change: The Uganda Women Entrepreneurship Programme decided to give women entrepreneurs a chance by giving qualifying women an extended grace period for repayment, and improved loan terms based on how long the business has generated an income.

Net Promoter Score 157

Net Promoter Score How To Retail Healthcare 157

Heart of the Customer

APRIL 16, 2018

B2B journeys are different from those of consumers. Consumer relationships are often anonymous – how many Coke customers have ever met somebody from the company? As ironic as it sounds, business relationships are much more personal. I’ve never met anybody from most of my consumer relationships. I know nobody from Soda Stream, Dell, J. Crew, […].

Customer Journeys 60

Customer Journeys B2B Consumers Company 60

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

ROI

Vonage

APRIL 17, 2018

Today’s consumer has become more demanding. They not only want high-quality products, but they also expect high-quality customer service. However, new research has revealed that under-investment in contact centre infastructure is harming customer service. NewVoiceMedia recently partnered with the market research firm Opinion Matters to analyse survey responses from 1,000 contact centre professionals who use customer relationship management (CRM) systems.

Meeting 120

Meeting Self Service Brands CRM 120

Kerry Bodine

APRIL 4, 2018

When I bumped into a former colleague at a recent conference, he was eager to chat about a journey mapping initiative his organization (a major financial services provider) was kicking off. But I got a blank look when I asked what journeys his team planned to focus on. “We were going to do the whole lifecycle,” he told me. “We want to map from the awareness phase all the way through retention and loyalty.”.

Customer Journeys 308

Customer Journeys B2C Insurance B2B 308

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

Storyminers

APRIL 23, 2018

Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble , a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release of a new dashboard that saves me even more time and lets me stay focused on ‘the next right thing.’ Nimble’s newly redesigned Today Page is an intuitive, all-in-one dashboard that delivers cl

Case Study 55

Case Study Social Media Study Meeting 55

QuestionPro Audience

APRIL 30, 2018

What is non-probability sampling? Definition: Non-probability sampling is defined as a sampling technique in which the researcher selects samples based on the subjective judgment of the researcher rather than random selection. It is a less stringent method. This sampling method depends heavily on the expertise of the researchers. It is carried out by observation, and researchers use it widely for qualitative research.

Examples 256

Examples Study Survey Groups 256

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Marketing

Experience Matters

APRIL 26, 2018

Do you want to examine experiences through the eyes of your customers? I’m happy to announce that we’ve just released online training to help you use on of our tools, the SLICE-B Experience Review Guide. We’ve used it in our research and consulting, taught it within some of our workshops, and now we’ve made it even easier for people to use on their own.

Consulting 249

Consulting Video Training Customer Experience 249

Lumoa

APRIL 3, 2018

How do you make important or day-to-day consumer decisions in your life? Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? 83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. Often, we believe that people closer to us can give us a better advice when choosing a product or service.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

Centriam Customer Experience Lab

APRIL 11, 2018

Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. Software choices are obviously growing, but this abundance of choice fuels confusion. This bewilderment is further fanned by aggressive marketing and an alphabet soup of technology acronyms. So which technology should you turn to improve your customer experience?

Technology 218

Technology CEM Customer Experience Software 218

C3Centricity

APRIL 2, 2018

What’s your gut response to the title question about eliminating Market Research Departments? Yes? No? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. Yes, if it is the traditional market research department.

Handbook 275

Handbook Marketing ROI Social Media 275

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want.

Feedback 214

Feedback How To Roadmap Survey 214

QuestionPro Audience

APRIL 13, 2018

Cluster Sampling and Stratified Sampling are probability sampling techniques with different approaches to create and analyze samples. . Cluster Sampling is a method where the target population is divided into multiple clusters. Some of these clusters are selected randomly for sampling or a second stage or multiple stage sampling is carried out to form the target sample.

Comparison 230

Comparison Groups Marketing 230

Experience Matters

APRIL 3, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to TriCare for earning the top customer experience score in the health plan industry.

Industry 230

Industry Effort Score Consumers Survey 230

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. As mentioned by Lincoln Murphy, " You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers' desired outcome and get all of those things.

Feedback 276

Feedback Software Healthcare Culture 276

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Employee Experience

Customer Bliss

APRIL 11, 2018

After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids. These actions are explored in my upcoming book, Would You Do That To Your Mother?

Company 209

Company Hotels Insurance Banking 209

GetFeedback

APRIL 30, 2018

Collecting customer feedback is essential if you truly want to understand the needs and expectations of your target audience. But these days, no customer wants to waste 20 minutes filling out a questionnaire. That’s why quick, transactional surveys are gaining popularity. Instead of asking customers for input once a year, innovative brands are beginning to ask questions in the moment, right after customers interact with their brand.

Survey 207

Survey Marketing Self Service Feedback 207

Kayako

APRIL 18, 2018

The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible. However, it is inevitable that something will go wrong at some point. When it does, it pays to have a competent and responsive support center to handle troubleshooting.

Self Service 199

Self Service Examples Entertainment Consumers 199

QuestionPro Audience

APRIL 30, 2018

In this digital era where businesses are in constant communication with their audience via social media, many feel the e-newsletter is not necessary, or simply go through the motions when sending one out. By doing so, they are missing out on a great opportunity to deliver interesting information in a neat package to their customers or clients. By not being limited to 280 characters, you can expand on topics and provide your audience with an informative and thought-provoking newsletter.

Tips 223

Tips Social Media Interaction Communication 223

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Report

Experience Matters

APRIL 6, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Whirlpool for earning the top customer experience score across TV & appliance makers.

Industry 226

Industry Effort Score Consumers Survey 226

CX Accelerator

APRIL 11, 2018

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Customer Bliss

APRIL 27, 2018

Spring is finally here, and you know what that means… spring cleaning! Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. By this point, you have no idea what it really contains. Let’s talk about de-cluttering your customer listening!

Effort Score 181

Effort Score Survey Social Media Customer Journeys 181

GetFeedback

APRIL 30, 2018

If you're not a consumer brand, generating online reviews can be tough. G2 Crowd's Levi Olmstead shares tips on driving reviews as a B2B brand.

B2B 195

B2B Brands Tips Consumers 195

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Kristina Evey

APRIL 5, 2018

Service After the Sale Matters. How many customers did you lose today? It may be a hard question to answer. The answer may lie in the question – How many poor experiences did your customers encounter today while working with your company? 89% of consumers began purchasing from a competitor following a poor experience (RightNow Technologies). Based on the size of your company and number of staff working with customers – front line, contracts, sales, billing, service techs, etc –

Customer Experience 179

Customer Experience Customers Sales Consumers 179

QuestionPro Audience

APRIL 11, 2018

The importance of sample size determination. Are you ready to survey your research target? Research surveys can help you gain insights from your target audience. The data you collect gives you insights to meet customer needs, leading to an increase in sales and customer loyalty. Sample size determination is imperative to the researcher to determine the right number of respondents, keeping in mind the quality of the research study.

Examples 218

Examples Survey Study Multi-Channel 218

Experience Matters

APRIL 5, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Georgia Power and Florida Power & Light for earning the top customer experience score in the utilities industry.

Industry 206

Industry Effort Score Consumers Survey 206