Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections.

2019 97

2019 ROI Metrics Hospitality 97

SmartKarrot

AUGUST 12, 2021

With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality. In this context, many organizations are leveraging AI to boost their customer experience (CX) with more innovative techniques. AI-enabled analytics for vital customer insights.

Customer Experience 11

Customer Experience Automotive E Commerce E-support 11

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. Customer data: maximize ROI. Partners: optimize the mix to appeal to a broader array of customers. Maximize ROI from Customer Data.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Dennis Wakabayashi is a Corporate Customer Experience Champion and an Influencer.

2020 132

2020 Customer Experience Magazine Consulting 132

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. It is also about changing customer and employee behavior to drive financial impact.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Currency Alliance

DECEMBER 17, 2019

There was a mix of good and bad, for loyalty in 2019. Much of the bad has derived from a lack of belief or understanding from CEOs, who constrain budgets, and prop up short-term earnings with value that ought to flow to customers. The loyalty competencies that got your brand to 2019 probably won’t get you to 2025.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Pointillist

MAY 19, 2020

High performers are 7 to 8 times more likely to be effective at integrating data into a single view of the customer, analyzing customer interactions across channels and engaging customers with personalized cross-channel experiences. In fact, high performers are 9.7

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Help Scout

JUNE 22, 2021

The ROI of great customer service. “We We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” billion in 2019. 60% of customers define “immediate” as 10 minutes or less. This is a 16.9%

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Centercode

JANUARY 28, 2019

On an intuitive level, company leaders understand the necessity of Customer Validation. But actually proving the worth of a customer testing program can be a challenge. People managing customers tests are notoriously pressed for time. Most companies are also missing a designated resource for customer testing.

2019 63

2019 ROI Metrics Leadership 63

Chattermill

SEPTEMBER 3, 2019

The Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer Experience. by Maddy Trusewich on 4 Sep 2019. Customer Experience. The way customers purchase products has changed. Subscription Services. man shaves. The Bottom Line.

Customer Experience 40

Customer Experience 2011 Fashion Insights 40

Chattermill

SEPTEMBER 3, 2019

The Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer Experience. by Maddy Trusewich on 4 Sep 2019. Customer Experience. The way customers purchase products has changed. Subscription Services. man shaves. The Bottom Line.

Customer Experience 40

Customer Experience 2011 Fashion Insights 40

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. In November 2019 when we published the Top Trends for 2020 , we could not have known about the Covid-19 pandemic. putting the customer at the center of your business model.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Your proprietary data tells you a lot about your most frequent customers.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

But before we dive into what you need to know (and support) in order to create more value for your company and your customers… Acknowledging certain realities helps build a solid foundation for loyalty. If you get either of these dimensions wrong, no amount of points will make customers loyal.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. How can brands transform this and get real business value from the Voice of the Customer? Customer insight is too vital to business success to be trapped in silos.

Customer Insights 66

Customer Insights Insights E Commerce Social Media 66

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Eptica

JULY 2, 2019

Date: Wednesday, July 3, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Delivering best practice in Voice of the Customer programs. Published on: July 03, 2019. This highlights the seven areas that brands should look at if they want to gain real ROI from VoC : 1. This clearly needs to change.

Net Promoter Score 62

Net Promoter Score E Commerce ROI NPS 62