Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Thompson and I talked about this state of Customer Experience as described.

ROI 154

ROI Customer Experience Customers Customer Centricity 154

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. To achieve that goal, you must continually and reliably deliver value to your customer. The 6 Key Areas of Customer Success Metrics. Usage Metrics.

Metrics 62

Metrics Customer Success Return on Investment Measurement 62

ClearAction

JANUARY 28, 2015

Exploring the Elusive ROI of Customer Experience Management. Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one. The Focus on Profit Growth.

ROI 89

ROI Customer Experience Management Customer Experience Management 89

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. Blend Company Data and Customer Data Humans often say one thing but behave differently.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

ClearAction

NOVEMBER 18, 2017

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s because what gets measured gets managed.

Metrics 67

Metrics Customer Experience Customer Experience Management Return on Investment 67

ClearAction

DECEMBER 30, 2017

When it’s not, we’re investing a lot in efforts that aren’t producing what they otherwise could (sub-optimal ROI). When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them. How to Solve Customer Experience Silos. Solving 10 Customer Experience Silos.

Customer Experience 118

Customer Experience Customer Centricity ROI Customer Experience Management 118

ClearAction

AUGUST 19, 2020

Each index conveys value as seen by your company or by your customers. These differences among customer experience indexes are pivotal to shaping mindsets and driving behaviors and business results. You should never use indexes and metrics blindly. Tends to focus customer experience strategy on repurchase.

Customer Experience 174

Customer Experience Fashion Communication Customers 174

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. Your existing customers are far easier to upsell. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric. 4) Drive ROI through value-chain thinking.

ROI 54

ROI Feedback Insights Financial 54

CloudCherry

JANUARY 21, 2020

By staying in touch with customer expectations, companies can win more business and reduce trouble spots in the customer journey. VoC leaders also see an uptick in customer and employee engagement metrics. Every company needs multiple approaches to gathering feedback from customers. Operational Benefits.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

ClearAction

DECEMBER 26, 2022

Instead, monitor behaviors and deliverables that are prerequisites to great customer experience. These are shaped by organization-wide customer-centricity. Customer Loyalty Factors. To learn more about how to do this, see these recent articles: CX Annuities Solve CX ROI & Tenure Dilemmas.

Customer Experience 71

Customer Experience Reference Loyalty 2022 71

ClearAction

DECEMBER 30, 2017

When it’s not, we’re investing a lot in efforts that aren’t producing what they otherwise could (sub-optimal ROI). When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them. How to Solve Customer Experience Silos. Solving 10 Customer Experience Silos.

Customer Experience 75

Customer Experience Customer Centricity ROI Customer Experience Management 75

ClearAction

OCTOBER 25, 2022

Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Sports 71

Sports 2009 2022 Financial 71

Customer Guru

APRIL 5, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience Design 92

Customer Experience Design Customer Experience E Commerce Customer Centricity 92

Thematic

MAY 15, 2023

In this article, I’ll provide a bigger picture view of the value of CX programmes, so you can see the wider impact through three distinct lenses: financial, customer and employee. There’s no one size fits all approach here, as it’ll depend on the operational metrics at your company.

NPS 62

NPS Financial Net Promoter Score ROI 62

Lumoa

APRIL 18, 2023

Let’s explore how you can use analytics to revolutionize your customer experience. And customer-centric companies have been using surveys to understand customer needs for even longer than that. Receiving more precise observations When metrics fluctuate, it’s often unclear what the root cause was.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

Team Support

MAY 29, 2024

Automated ticket reports, generated and sent with minimal effort, provided invaluable insights into performance metrics and workload distribution. The expanded and enriched knowledge base, filled with FAQs and relevant articles, began yielding exceptional results. to new heights of success and customer satisfaction.

2020 40

2020 Customer Satisfaction Customer Centricity Customers 40

Zeisler Consulting

AUGUST 17, 2020

Since then I’ve posted on CX strategic alignment and your Voice of the Customer program. We come now to the action part of this series of articles where I’ll emphasize what you do to improve your CX. In the last installation we’ll discuss what it takes to build and support a Customer-centric culture.

ROI 72

ROI Customer Centricity NPS Customer Voice 72

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment. Everyone says they are customer centric.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity 2003 Competitive Advantage 85

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. Improvements in these areas have been proven to translate into lower customer churn and an improved bottom line. The Rise of Visual. Video is becoming increasingly entrenched in daily life.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

ClearAction

APRIL 17, 2019

Similarly, companies can’t compete on the Olympic stage of customer experience unless they really know the game of customer-centered management.”. Growth through customer-centered management is a balancing act between the short-term and long-term. 9 Customer Experience ROI Trajectory , Carol Borghesi.

Management 69

Management Customer Experience Management Books Financial 69

CSM Magazine

DECEMBER 10, 2019

Forrester’s recent report states that 1 in 4 people working in CX are at risk of losing their jobs if the investment in their role can’t be justified with a demonstration of ROI (Predictions 2020: Customer Experience, Forrester, Oct 2019). Getting the metrics right. But for staff and customer alike, simplicity is appealing.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

ChurnZero

DECEMBER 11, 2020

So, we’re sharing three arguments you can use to convince your C-suite to invest in Customer Success technology and throw some well-deserved budget your way. . The ROI Argument . The first instinct of many Customer Success leaders is to pitch based on KPIs , such as reducing churn or increas ing expansion dollars. .

Customer Success 59

Customer Success ROI Leadership Technology 59

ChurnZero

SEPTEMBER 24, 2021

Putting in the upfront work during this pivotal phase pays dividends down the road in the forms of higher product adoption, user satisfaction, and customer retention. In this article, I’ll share six steps that our most successful customers follow during implementation. Customer Success Around the Web.

Customer Success 98

Customer Success Customers Communication ROI 98

ClearAction

JUNE 8, 2015

Teams must meet often to checkpoint key metric: "Are customers truly happy with us?" Wrong metrics or being pushed to the wrong targets — @OptimiseOrDie. Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan. Empowered CX Teams.

Customer Experience 94

Customer Experience Sports Chief Customer Officer Customer Centricity 94

Alida

DECEMBER 22, 2016

“It’s not just Donald Trump’s election that’s signaling a change in the structure of globalism’s future,” says Mary Meehan, founder of research consultancy Panoramix Global, in a Forbes article. Customer intelligence technologies enable organizations to collect and analyze customer feedback from multiple channels.”.

2017 0

2017 E Commerce 2016 Social Media 0

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

2022 52

2022 Measurement Net Promoter Score Customer Success 52

Gainsight

MARCH 9, 2020

Collaboration and transformation—Share customer insights with your non-customer facing teams in your company (e.g., to drive better customer-centric decision-making. Editor’s note: Our CEO, Nick, wrote a great article on launching a new CS team. How have the metrics evolved over the last few years?

Chief Customer Officer 52

Chief Customer Officer NPS Metrics ROI 52

CSM Magazine

SEPTEMBER 22, 2022

You know how important customer service is for your business. Being customer-centric means never letting any question from your customer go unanswered or any email not responded to. Video ads can help you improve your customer service by leaps and bounds (in comparison to traditional means.). Summing up.

Customer Service 52

Customer Service Entertainment Advertising Retail 52

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Only one-third!

ROI 98

ROI E Commerce Metrics E-support 98

ClearAction

MAY 3, 2019

“Brand-customer gap is the difference between the promise the brand makes in media and other venues and the experience the customer actually receives.”. In Forrester’s Customer Experience Index study, companies lost ground on key customer experience metrics for the first time in many years. 6) Digital Empathy.

Leadership 48

Leadership Customer Centricity Metrics Technology 48

Chattermill

AUGUST 6, 2019

Executives often fail to see where the voice of customer efforts turn into action and more importantly, an increase in revenue performance. We feel this needs to change so businesses can start making better decisions and start doing customer experience the right way. Nurture a Customer-Centric Culture.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Chattermill

AUGUST 6, 2019

Executives often fail to see where the voice of customer efforts turn into action and more importantly, an increase in revenue performance. We feel this needs to change so businesses can start making better decisions and start doing customer experience the right way. Nurture a Customer-Centric Culture.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. She has also held numerous Interim ‘Head of Customer Success’ roles.

2019 75

2019 E-support Chief Customer Officer Events 75

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care 2019 Measurement 219