Thematic

FEBRUARY 19, 2025

Look for solutions are lower-cost with faster ROI. Thematic: Lower upfront investment and maintenance costs, along with a faster ROI makes it a budget-friendly solution. ROI considerations: Faster time-to-market for product improvements. This helps them quickly identify product issues, adjust messaging, and optimize offerings.

ROI 62

ROI Feedback Insights Healthcare 62

Thematic

JUNE 17, 2024

They shared actionable insights on maximizing the return on investment (ROI) of VOC, moving beyond surface-level metrics to create real business impact. Book free guided trial of Thematic 5. Quantify the ROI of VOC and demonstrate the value of CX to the broader organization. And as a customer experience leader today.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

Thematic

FEBRUARY 24, 2025

Book free guided trial of Thematic 6. Picture this: A leading travel company used Thematic Analysis AI to analyze customer feedback and booking patterns. This resulted in a significant increase in repeat bookings and improved customer satisfaction scores. How do businesses measure the ROI of customer experience improvements?

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Customer Bliss

AUGUST 3, 2018

Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, There are methods to prove the ROI of CX investments, find a method that works for your company. How Net Promoter Companies Thrive in a Customer-Driven World.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Alida

NOVEMBER 8, 2017

What’s on your roadmap for customer initiatives at Vision Critical? Which books or other resources (podcasts, conferences etc.) There are many but the most influential book I’ve ever read is Leadership and Self Deception by the Arbinger Institute. Finally, I’ve read all of Jack Welch’s books.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

InMoment XI

APRIL 3, 2024

Each of these advantages leads to and reinforces the same outcome: Increased revenue and improved ROI on customer-facing initiatives. The guest visits the hotel’s mobile website or app to book a room. After booking, the guest receives a confirmation email or message with all the details of their reservation.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

C3Centricity

DECEMBER 31, 2018

If this is your situation, just follow the detailed steps of this post and you will soon be doubling, quadrupling, if not 10x the ROI of your data! If you have reached the end of this post then you must be a keen supporter, so I will offer a free e-book to everyone who completes our short survey in January 2019.

2018 117

2018 Brands Customer Journey Mapping 2019 117

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

Gainsight

MARCH 21, 2019

We think about it like this: On the two-by-two, the x-axis is outcomes, or you could call it ROI or business value realization—is the customer achieving their desired outcome with your product or service? And we never want to be in the bottom right—no ROI and they don’t like you. Define ROI goals. Meet those goals.

ROI 78

ROI Webinar Return on Investment Customers 78

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. These clearly defined objectives provide a roadmap for your team, ensuring everyone understands what success looks like and how to achieve it.

Contact Center 52

Contact Center Management Call Center Measurement 52

ClearAction

APRIL 17, 2019

to-1 ratio,” reports the book Firms of Endearment 2. The book authors identified FoEs by asking people which companies they like most: Amazon, BMW, Caterpillar, Google, Harley Davidson, IDEO, IKEA, JetBlue, Johnson & Johnson, LL Bean, REI, Trader Joe’s, UPS and others were identified. The public FoEs returned 1,026% for investors.

Management 69

Management Customer Experience Management Books Financial 69

SurveySensum

JULY 14, 2020

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. 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.

2020 132

2020 Customer Experience Magazine Consulting 132

Amity

NOVEMBER 6, 2017

Tease Them With Your Product Roadmap. If your customers care about your product, they’ll be curious about new features, and they’ll want to be in the know about long-term product roadmaps. If trying to book a meeting, be specific with your language and minimize how much work the recipient is expected to do.

Roadmap 81

Roadmap Blog Metrics ROI 81

Innovative CX

JUNE 22, 2021

All the journey mapping, webinars, ROI discussions, surveys and strategies won’t instantaneously create a better experience for your customers. In a few sentences, I’ve given you the CX strategy for your organization and a roadmap to achieve it. No books to buy. I’m beginning to think I know why. So, there it is. No consultants.

Customer Experience 69

Customer Experience Webinar Roadmap Customer Expectations 69

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

ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Thematic

MARCH 27, 2023

Thirdly, you need to have a strategy in place to be able to uncover opportunities, act on them, and showcase ROI to your stakeholders. Once you’ve embedded an Insights to Action framework in your organisation, you can start demonstrating ROI for your CX initiatives, enabling greater buy-in from your leadership team and C-Suite.

Customer Centricity 71

Customer Centricity Feedback Social Media Roadmap 71

Playvox

AUGUST 8, 2022

These four themes provide a solid roadmap for successful retention: 1. Addressing technology gaps has a direct, positive impact on the agent experience in addition to providing a greater ROI for the organization. You could have a virtual book group. Technology. To address this potential crisis, schedule time for team building.

Contact Center 78

Contact Center 2022 2021 Leadership 78

West Monroe

JULY 24, 2023

One of the models that we have in my book (Farther, Faster, and Far Less Drama: How to Reduce Stress and Make Extraordinary Progress Wherever You Lead) is that making progress is about getting from point A to point B. But even if you have a roadmap, it doesn't help if everyone's starting from a different place, right?

B2C 98

B2C Innovation Healthcare Roadmap 98

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. As you begin to orchestrate your improvements, keep coming back to your roadmap and the North Star that guides it. Renewing your CX vows begins with the basics. Who wins with great CX?

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Amity

OCTOBER 3, 2016

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. They demand to see measurable business results and clear ROI from their investment in technology. Regardless of how big the book of business, each customer will require individual attention.

ROI 76

ROI Roadmap Measurement Customers 76

NetBase

AUGUST 16, 2019

At the InterContinental in downtown LA in time to catch our keynote speaker: Carlos Gil, Author and Social Media Strategist will be sharing insights from his book – The End of Marketing: Humanizing Your Brand in the Age of Social Media and AI. A Roadmap to Meaningful Content. Where will you be on October 22 nd and 23 rd 2019 ?

Social Media 62

Social Media 2019 Multi-Channel Roadmap 62

Innovative CX

MARCH 24, 2023

All the journey mapping, webinars, ROI discussions, surveys and strategies won’t instantaneously create a better experience for your customers. In a few sentences, I’ve given you a FREE CX strategy for your organization and a roadmap to achieve it. No books to buy. There is no magic bullet to a better experience. No consultants.

Customer Service 52

Customer Service Webinar 2020 Roadmap 52

Gainsight

OCTOBER 30, 2018

Focus on clearly demonstrating the ROI that your service has delivered and you can avoid significant losses when it comes time for renewals. #2: Obtaining funding from venture capital (VC) firms is part of the roadmap for a lot of SaaS companies. 2: Churn is scaring away investors. They’re heeeeee-re.

ROI 61

ROI Customer Retention Social Media Roadmap 61

Gainsight

MAY 13, 2020

Most strive for it, build roadmaps around it, and even sell it to prospective buyers. . One, we love our customers and dedicate a large percentage of our roadmap towards helping them achieve more with Gainsight. ROI achievement with respect to desired business outcomes will be available throughout the customer lifecycle.

Reference 59

Reference Innovation Roadmap Customer Journey 59

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. How much must they know by 2025 to not become a commodity?

Hospitality 52

Hospitality Loyalty Hotels Loyalty Programs 52

Michelli Experience

JULY 25, 2017

In the context of working with leaders at Mercedes-Benz and writing my book Driven to Delight – Delivering World Class Experience the Mercedes-Benz Way , I witnessed first-hand the trust-building power of crafting a vision for the desired future state. I suspect those trust levels are impacting customer engagement and your ROI.

Consulting 45

Consulting Leadership Touchpoint 2016 45

Gainsight

JUNE 11, 2021

There are four types of questions (based on the book Humble Inquiry: The Gentle Art of Asking Instead of Telling by Edgar Shein): humble, diagnostic, prompting, and process-oriented. Make paid tiers desirable by providing intended outcomes, more visibility, and ROI. You must ensure that the differentiation is clear.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Thematic

MAY 19, 2022

Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps - so that the product team can focus on creating products and improvements customers truly want and need. One game-changing system that product ops managers can (and should!)

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

Amity

JULY 10, 2017

They talk about what they did, what usage and support cases trends they see or what the product roadmap is - instead of having an exchange or interaction, otherwise known as a conversation. And finally… They Don’t Book the Next QBR. What is the easiest time to get on everyone’s calendar for the next business review?

Metrics 63

Metrics Roadmap ROI Customer Success 63

Confirmit

MAY 29, 2019

In travel and hospitality, vacations are increasingly being booked online or via mobile apps. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul Quinn, Sr.

Consumers 40

Consumers Insights Webinar Hospitality 40

Pointillist

MAY 23, 2018

A global travel company, for example, used journey discovery to focus on the journeys of 20,000 anonymous customers and connect their online and offline behaviors—incremental holiday bookings, email open rates and click-through rates—to create unified journeys. How to Maximize Your Journey Analytics ROI.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Confirmit

MAY 16, 2019

In travel and hospitality, vacations are increasingly being booked online or via mobile apps. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul Quinn, Sr.

Consumers 40

Consumers Insights Webinar Hospitality 40

BirdEye

AUGUST 9, 2024

However, only Birdeye is a trusted partner for the “Reserve with Google” programs, which allow businesses to activate the “Book now” button on their Google Business Profiles. Boost revenue generation with custom appointment widgets on websites that manage end-to-end booking processes, reminders, recurring appointments, and cancellations.

Social Media 59

Social Media Multi-Channel Management Omnichannel 59

NetBase

OCTOBER 29, 2018

Fully Understand Social Conversations and Drive Your Business with Demonstrable ROI. Dhara Naik , Social Media Strategy Lead, AbelsonTaylor shared 8 simple rules for showing ROI through social listening and driving business results. The NetBase Roadmap – Skating to Where the Puck Is. And secrets revealed on Day 1….

Brands 60

Brands Social Media Events Presentation 60

Amity

MAY 6, 2014

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. They demand to see measurable business results and clear ROI from their investment in technology. Regardless of how big the book of business, each customer will require individual attention.

ROI 48

ROI Customer Success Roadmap Measurement 48

Amity

FEBRUARY 10, 2017

Another driving factor of change in marketing is pressure to prove ROI. The platform is made of highly engaged users and community members, and it encourages everyone to share ideas, roadmaps, and product questions. What blogs, book, or news sites are you reading at the moment?

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80