GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. It’s an interesting mix of industries at the top. The numbers will follow. Free CSAT Calculator. Get Calculator.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

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. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

2018 89

2018 Blog Average Handle Time 2019 89

Experience Matters

OCTOBER 2, 2018

The post The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®. Here are links to download different versions of the infographic: Infographic: in .jpg jpg format, in .pdf pdf format 18? poster: in .jpg jpg format, in .pdf pdf format.

2018 118

2018 Download Customer Experience ROI 118

ShepHyken

DECEMBER 24, 2018

CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success. 50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. Follow on Twitter: @Hyken.

E Commerce 94

E Commerce 2018 Article Customer Service 94

Experience Matters

JULY 25, 2018

The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®.

2018 72

2018 Customer Experience ROI Customer Centricity 72

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Net Promoter Score 86

Net Promoter Score 2018 NPS Insurance 86

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

2019 173

2019 Customer Experience ROI 2025 173

CloudCherry

DECEMBER 1, 2018

Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Personalized marketing automation. This is where integrating CX data with financial metrics can help.

CEM 186

CEM ROI 2018 Metrics 186

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 2007 2018 2019 54

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. This can be linked to business metrics to give a true ROI figure. Share this page on: Tweet. You might also be interested in these posts: Why your approach to knowledge is key to the customer experience.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! Want to know how to get the ROI out of Dreamforce? And there’s so much to do and see! To get the most out of the week I’ve put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! Have colleagues not attending DF?

2018 75

2018 Workshop Demo Contact Center 75

CloudCherry

NOVEMBER 13, 2018

Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Personalized marketing automation. This is where integrating CX data with financial metrics can help.

CEM 170

CEM ROI 2018 Metrics 170

Oracle

MARCH 30, 2018

On April 10 at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. Ready to register now for Modern Customer Experience 2018? Meet the 2018 Markies Finalists. Clarivate Analytics.

2018 15

2018 B2C Airlines Travel 15

GetFeedback

SEPTEMBER 20, 2019

Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. A 2018 CustomerThink study found that firms may start out using NPS or CSAT, but over time tend to use multiple metrics including composite indicators that can be proven to link to desired business outcomes. . Free CSAT Calculator.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Claim the full promise of customer experience ROI by balancing customer acquisition and retention. 1 2018 NPS® & CX Benchmarks Report , CustomerGauge. trillion).

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

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 2007 2018 2019 48

GetFeedback

NOVEMBER 30, 2018

Actually, according to the 2018 Customer Service Benchmark report , the average live chat response time is just two minutes, whereas the average response time for an email is 12 hours. Live chat fulfills all of the modern customer’s needs: it’s personal, flexible and quick.

Customer Service 236

Customer Service Customers Presentation 2018 236

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“Among all customers, 73% point to experience as an important factor in their purchasing decisions, behind price and product quality.” ( PWC, Consumer Intelligence Series, Experience is everything: Here’s how to get it right, 2018 ) So your first step is to understand WHY most people in your organization are actively trained NOT to think this way.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

GetFeedback

AUGUST 14, 2019

In 2018, car brands Lexus and Volvo tied as the number one luxury brand in the American Customer Satisfaction Index Automobile Report with a score of 85. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. Those two contenders led the category. Free CSAT Calculator. Get Calculator.

Download 268

Download Customer Satisfaction Measurement 2018 268

Thematic

AUGUST 15, 2018

We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. The post Thematic is sponsoring the Digital Customer Experience Strategies Summit 2018 appeared first on Thematic. Register here.

2018 59

2018 Customer Experience Events ROI 59

Oracle

JANUARY 16, 2018

On the horizon for 2018 is an increase in customer advisory boards, new job titles, and the next frontier of customer experience-related innovation management. Read on for four customer experience trends and 2018 predictions that will affect your customer experience strategy, and the technology behind them.

2018 52

2018 Customer Experience Net Promoter Score Innovation 52

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report: Highlights specific examples of Read More.

2018 58

2018 2017 B2C B2B 58

Oracle

SEPTEMBER 19, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. The post 5 Must-See Sales Sessions at Oracle OpenWorld 2018 appeared first on SmarterCX. Visit the registration page.

2018 49

2018 Sales Roadmap Loyalty 49

Experience Matters

SEPTEMBER 10, 2018

The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More.

NPS 59

NPS 2018 B2B Net Promoter Score 59

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. At Wootric, we aim to give you the best tools and content to make CX management about insight, action, and ROI. Here at Wootric we pride ourselves on providing information about trends and best practices that can help our CX champions shine.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? Improving Sarah’s desire to stay with your company has an ROI of itself. .” I ask you to greet these well-meaning mantras with appropriate suspicion.

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

CloudCherry

FEBRUARY 3, 2019

In 2018 Sirius Decisions ran a study that showed 54% of companies say their biggest challenge to data-driven marketing success is the lack of data quality and completeness. In 2018 85% of B2B marketers were not using their Marketing Automation to its full potential. Analyze the ROI of a campaign based on the correlation between.

NPS 150

NPS 2018 Marketing Customer Journey 150

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. On average, buyers use about five sources of information to make their purchasing decisions.

Blog 86

Blog Demo 2018 Reference 86

Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

2018 74

2018 Download Interaction Consumers 74

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Online voting closes on August 31, 2018 at 5:00 pm PT, so give a shout-out to your colleagues and business partners to vote before then.

2018 40

2018 B2C Social Media 2017 40

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Online voting closes on August 31, 2018 at 5:00 pm PT, so give a shout-out to your colleagues and business partners to vote before then.

2018 40

2018 B2C Social Media 2017 40

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Online voting closes on August 31, 2018 at 5:00 pm PT, so give a shout-out to your colleagues and business partners to vote before then.

2018 40

2018 B2C Social Media 2017 40

TechSee

JULY 24, 2018

According to the Harvard Business Review , personalization can deliver five to eight times the ROI on marketing spend and can lift sales by 10% or more. In January 2018, he tried Netflix for the first time and discovered they have all of the past “Suits” episodes available for streaming. Assisting customers when time is of the essence.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

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. Extens Consulting) Extens Consulting shares with you its selection of the 24 best Customer Experience Ideas of 2018. Customer Loyalty! by Chad Storlie.

Article 19

Article 2019 Loyalty Programs Customer Service 19

Optimove

NOVEMBER 28, 2019

This year’s research database – while statistically significant with more 750K customers and almost 950K orders placed between Thanksgiving and New Year’s Eve of 2018 – focused on retail brands only, to pinpoint more relevant holiday shopping behavior. The Insights. repeat customers’ ?average number of items per order?was

2018 82

2018 2017 2016 Retail 82

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018. This is one of my biggest hopes for 2018.

2018 40

2018 Net Promoter Score NPS 2017 40

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) How do we show ROI?

2018 37

2018 2005 2019 ROI 37