Bold360

FEBRUARY 1, 2017

In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. And that’s where the numbers that undergird customer insights are something like those children’s art projects. But what exactly is meant by customer insights?

Customer Insights 65

Customer Insights Insights Customer Experience Marketing 65

Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. While VOC data holds valuable insights, it’s often difficult to quantify the impact of these insights on business outcomes like revenue growth, customer retention, and overall business growth.

ROI 62

ROI Net Promoter Score Return on Investment Multi-Channel 62

Calabrio

MARCH 25, 2025

Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want? If not, thats where the latest AI-driven Voice of the Customer software and tools can help. Customer interaction scoring for quality assurance.

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

Thematic

JUNE 17, 2024

In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX process optimization, tackled this very question.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

Comm100

MAY 5, 2022

Gain valuable customer insights. By introducing AI-powered chatbots into their digital support offering, banks gain valuable insights into customer behaviors and patterns. Booking meetings with clients. Unfortunately, booking a meeting over the phone tends to be inconvenient and slow.

Banking 52

Banking ROI Books Omnichannel 52

ClearAction

FEBRUARY 26, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

ClearAction

FEBRUARY 27, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Increasing Customer Focus in Voice of the Customer for Business Results.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

ClearAction

FEBRUARY 23, 2015

A sensible approach to customer experience journey mapping is what's needed for sustained customer experience ROI. Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation. Increasing Customer Focus in Voice of the Customer for Business Results.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

JANUARY 8, 2024

Higher growth, with sustained upward trends, result from customer-aligned organizations. This article adds depth to the first of six sections in the article What’s Your Insights Utilization Rate? 24 Ways to Boost 2024 CX ROI. Customer-centric organizations respect the hand that feeds them.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

inQuba

MAY 23, 2022

To measure customers’ sentiment and gather their emotional context throughout their journeys. To uncover the ‘why’ behind customer behavior. To measure ROI and the impact of strategies, and fine-tune to further optimize. Customer Journey Management. Book a demo Start Trial Contact us. References: [link].

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

ClearAction

FEBRUARY 23, 2015

A sensible approach to customer experience journey mapping is what’s needed for sustained customer experience ROI. This is the first article of a series: Journey Mapping: Focus on the Customers’ Experience. Customer Experience Journeys: Map for Actionability. B-to-B Customer Journey Maps: New Wisdom.

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77

C3Centricity

MARCH 15, 2018

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. If you’re drowning in data and thirsting for insights then we should talk. Book a free advisory session and I’ll give you some ideas on how to crack your own nut! . Is this your case?

Retail 124

Retail Information Consumers Connections 124

Lumoa

APRIL 21, 2022

People who lead Customer Support functions are very well aware of the challenges. You are also very well aware of where you want to go; RevOps, with 69% of you saying your primary reason for gathering customer insights is to increase revenue and reduce churn. What will make Customer Success succeed?” You can do this.

Banking 78

Banking Customer Satisfaction Webinar Insights 78

Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Published on: April 18, 2018.

Travel 49

Travel Brands Airlines Customer Experience 49

Totango

JULY 30, 2019

What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your luggage, passing through security, and boarding the plane? To ensure your client gets the most value from the product, make sure they have appropriate goals and metrics established to increase their ROI.

Customer Success 78

Customer Success Customer Experience Lifetime Customer Customers 78

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

BirdEye

SEPTEMBER 20, 2023

Competitor insights 4. Customer insights 5. Customer experience 6. Respond to customers 7. Track strategies, products, and customer information throughout the industry. Customer insights Customer insight using AI is something that Birdeye excels at. Want a quick answer?

Marketing 64

Marketing Advertising Social Media E-support 64

Joe Rawlinson

AUGUST 15, 2018

Brian Chesky , the founder of Airbnb, personally reached out to customers during the initial days of its operations. One customer gave Chesky an entire book of ideas on how to add more features to the app, which helped uncover various nuances seen only from a customer’s perspective. Twitter: [link]. Linkedin : [link].

Customer Satisfaction 88

Customer Satisfaction Customers Brands Customer Care 88

Calabrio

MARCH 4, 2025

In fact, according to a recent Forrester report , using GenAI for the analysis of customer conversation data is “one of the most straightforward applications that offers clear, attributable ROI.” Book a demo with Calabrio today. Want to leverage leading-edge conversation intelligence in your contact center?

Contact Center 40

Contact Center Multi-Channel Insights Sales 40

ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. Metrics, Measurement and ROI. Organisational Adoption and Accountability.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 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. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

JULY 29, 2018

In the short-term, revenue may be affected, but in both the short- and long-term unnecessary costs are prevented, and great gains are made in customer trust. “Jeff wanted to help customers make better decisions. . What’s stopping customer-centered decision-making in businesses is lack of tangible improvement data.”

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. Product ops also maintain templates, guidelines and how-to resources.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

Lumoa

MARCH 12, 2023

Some tools require customization to be set up for your company in the best way. That immediately makes you more dependent on the provider and reduces the flexibility you have to manage customer insights internally. Dissatisfied customers can be identified using real-time analysis and aggregated reports. Data privacy.

Customer Experience 78

Customer Experience Customer Journey Mapping NPS Consulting 78

BirdEye

AUGUST 21, 2024

Key benefits of retail marketing platforms A comprehensive retail marketing platform helps businesses maintain branding consistency across all channels, improve online reputation, boost customer engagement, personalize marketing campaigns, and improve marketing efficiency to maximize ROI.

Retail 59

Retail Sales Multi-Channel Marketing 59

Thematic

FEBRUARY 12, 2019

Your journey maps will be important strategic tools that help provide an in-depth understanding of who your customers are, what they need, and how they interact with your company across all touch points. Episodes are groups of touchpoints in the customer’s’ journey. 5 best tips for customer journey mapping.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

Calabrio

MARCH 22, 2025

Choose technology vendors that offer efficient implementation and a short time to ROI, as well as ongoing support, training, and tailored innovation. Go Deeper: Related Resources to Explore True Cloud vs. Leverage an AI-driven tool like Calabrios Trending Topics to understand, out of all your customer issues, which are the most common.

Contact Center 52

Contact Center Management Call Center Measurement 52

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Thematic

MARCH 27, 2023

Strategy and a customer centric mindset are required to reap the fruits of your labour. Thirdly, you need to have a strategy in place to be able to uncover opportunities, act on them, and showcase ROI to your stakeholders. Setting up an Insights to Action framework enables you to act on the quality insights you've gathered.

Customer Centricity 71

Customer Centricity Feedback Social Media Roadmap 71

Currency Alliance

JANUARY 18, 2021

Other than the number of rooms booked, how much do hoteliers know about their guests? This will enable a company to invest less in its loyalty operations and deliver more customer value – generating higher program ROI. That will enable these Intelligent Assistants to consider the hotel as an option based on the customer’s needs.

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

Happy or Not

APRIL 1, 2025

At the same time, the experience remains fresh in the customers mind. Real-time feedback allows businesses to collect customer feedback at the moment of interaction, leading to more accurate customer insights and actionable data. Strong leadership ensures that customer insights are not just collected but acted upon.

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

Currency Alliance

DECEMBER 17, 2019

This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. Leadership is about moving your business into the future: understanding what customers will want in 1-3 years – and making changes today that can set your strategy on the right path.

Loyalty 64

Loyalty 2020 Loyalty Programs Travel 64

Currency Alliance

MARCH 20, 2020

share customer insight among partners, so you know how to maximize lifetime value for each customer, and can create more personalized engagement. Create a list of five important customer segments. For each segment, brainstorm which other brands those customers engage with more than a few times a year. What to do?

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

BirdEye

AUGUST 6, 2024

Mass Texting : Enables businesses to send bulk SMS messages to customers for marketing campaigns, announcements, or important updates. Appointments : An online scheduling system that allows customers to book appointments easily. It promises ROI of brand intelligence for growth and increased profit.

Multi-Channel 59

Multi-Channel Management Social Media Healthcare 59

ProProfs Chat

NOVEMBER 15, 2021

Thus, we believe that you deserve a highly competent and robust survey maker tool for enriched ROIs. Besides customer feedback forms, this comprehensive tool is well built to create a range of other forms including payment,, assessments, bookings, and appointment forms. . ProProfs Survey Maker.

Download 98

Download Feedback Brands Insights 98