Customer Bliss

DECEMBER 20, 2016

Like many Chief Customer Officers, Amy kept getting pulled in the direction of the customer, but needed to find her path to a formal role. At Lifesize, she was initially VP of Customer Care. That scope ultimately didn’t make sense, which is how she became the Chief Customer Success and Happiness Officer.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. In the series, we focus on the three KPIs that have been dramatically affected by the introduction of visual engagement into customer service practices.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now. Customer Experience Metrics.

Customer Experience 95

Customer Experience ROI Metrics Net Promoter Score 95

NetBase

AUGUST 1, 2019

Customer care. And which provide the best ROI? Download the report to see what they think, but we will share this: The ROI portion of the conversation is where things get tricky for many marketers. Survey Report Shows C-suite Disconnect Between Social Analytics & ROI. Brand health management.

Social Media 53

Social Media 2019 Marketing ROI 53

NetBase

JULY 25, 2019

manage their customer care. and generate exceptional ROI. Online in general, informed by social media analytics, offers brands and agencies the ability to generate greater opportunities and ROI overall (both short and long-term savings). Social Media Analytics ROI Disconnect. monitor brand heath. respond to crises.

Social Media 65

Social Media 2019 Marketing ROI 65

NetBase

AUGUST 17, 2020

Manage customer care. Generate exceptional ROI. Measuring and misunderstanding ROI. Be sure to download the 2020 Global Social Media Market Survey to learn more! Monitor brand heath. Respond to crises. Identify influencers. What social channels marketers view as musts. Social marketing leadership and budgets.

Social Media 56

Social Media 2020 Marketing ROI 56

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Download the report today to get the full story. Deep listening and insights lead the way this year.

2022 52

2022 Social Media 2023 Roadmap 52

Magellan Solutions

JUNE 1, 2021

Numbers Behind Non-voice Customer Care Outsource. To say it simply, businesses see it only as a background service or fallback option support to customers. . And as expected, Facebook is the most downloaded application on iPhones, Blackberrys, and phones running Windows Mobile. The research notes that: .

Customer Service 52

Customer Service Social Media Call Center 2018 52

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. Download Training Brochure.

Customer Centricity 54

Customer Centricity Measurement 2019 Customer Satisfaction 54

Qualtrics

OCTOBER 23, 2019

million – which is an ROI of 633%. As we move further into an economy driven by experience, companies must actively manage key experiences for their customers and their employees. Download the Full Economic Impact Study. Download the Full Economic Impact Study. Download Now. [1-3] Driving bottom-line results.

Download 30

Download Consulting 2019 ROI 30

NetBase

JUNE 26, 2019

The long-term ROI , of course: 113 Industries helped Ocean Spray use social analytics to find the next $100 million dollar idea. Taco Bell released an app that resulted in 7 million downloads and a 20% increase in purchases by these same users. Why so much? Britvic launched Fruit Shoot in the crowded U.S.

Social Media 56

Social Media ROI Consumers Brands 56

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Thematic

AUGUST 29, 2024

Listening to your customers is now more important than ever. According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. We’ve got you covered.

Voice of Customer 62

Voice of Customer Social Media Feedback Multi-Channel 62

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Download Now. Fast, accurate and easy.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. Are your customers happy?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

NetBase

DECEMBER 3, 2019

We’ll share a high-level summary below, but be sure to download the report to really dig in. Keeping pace in a few, very fixable, ways would make a huge difference to their long-term ROI. Those ways include: Understanding every part of the customer journey. Qualify and act on customer leads.

2019 52

2019 Entertainment Insights Social Media 52

CustomerSuccessBox

APRIL 19, 2022

This enables marketers to rise above opens and clicks and connect campaign performance to customer experience goals and business objectives such as revenue, cost, and retention. Customer Care and Customer Service Team. Scaling success within Customer care and service effort is a nerve-wracking deal.

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 52

Brandwatch CX

FEBRUARY 3, 2019

You can understand which type of content works best, and it has a calculator to work out the ROI of your Facebook marketing. Reports are customizable and can be downloaded as a 20 slide powerpoint presentation. You can download reports of your data in various formats. You can see a breakdown of paid, organic and viral reach.

Social Media 89

Social Media Metrics Download Insights 89

C3Centricity

SEPTEMBER 3, 2018

My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Adding value to a company also increases the ROI of its marketing investments. Luckily, what’s good for the customer is good for business. By your customer care, that’s how.

Customer Centricity 67

Customer Centricity Customer Satisfaction Social Media 2011 67

Ecrion

OCTOBER 29, 2019

With a CCM solution, you make yourself widely available to your customers on terms that are convenient to them. This level of transparency sets you apart and makes it so that you stand out in terms of customer care. You add longevity to your services whenever you allow for open communication between you and your customers.

Return on Investment 52

Return on Investment E-support Communication Social Media 52

Lumoa

MARCH 12, 2023

Improving your customer experience always pays off for your business. Most companies have a good gut feeling about the top issues customers care about, but it’s hard to quantify and prioritize those issues. A CX platform offers: Improved customer engagement. That’s why a CX platform can make all the difference.

Customer Experience 78

Customer Experience Customer Journey Mapping NPS Consulting 78

Comm100

DECEMBER 11, 2017

Live chat is especially popular among online retailers who don’t want to let customers slip away if they’re the least bit interested. Some providers allow co-browsing, where the customer care agent takes temporary control over the user’s browser and provides technical troubleshooting or directs them to pages where they will find resources.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

Comm100

SEPTEMBER 6, 2022

But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of? Agents taking care of a high number of chats per month is not a problem, unless it impacts on the quality of customer care. Live Chat Benchmark Report 2022. Click here.

Customer Satisfaction 91

Customer Satisfaction Average Handle Time Metrics Blog 91

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Download Ready! Don’t panic!

ROI 52

ROI Download Feedback Customer Care 52

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Download Ready! Don’t panic!

ROI 52

ROI Download Feedback Customer Care 52

Stella Connect

OCTOBER 13, 2017

This week, we’ve put together a brief guide to the top five customer data collection methods. We’ll explain the unique purpose and value of each, and what you need to keep in mind to maximize ROI. Top Methods Brands Use to Measure Customer Experience. Customer Intercepts.

Measurement 51

Measurement Customer Experience Net Promoter Score NPS 51

NetBase

APRIL 5, 2019

It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. What metrics indicate success or failure?

Social Media 99

Social Media Marketing Multi-Channel Metrics 99

NetBase

APRIL 5, 2019

It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. That includes product and service offerings, of course, but it also extends into the shopping experience, customer care, and what your brand stands for. What metrics indicate success or failure?

Social Media 85

Social Media Marketing Multi-Channel Metrics 85

NetBase

SEPTEMBER 26, 2019

Customer care savings. And in the report, we have case studies spanning a variety of verticals that demonstrate meaningful metrics and ROI in action, including: The cruise industry. This report gives advice around how to measure and communicate the full ROI impact your business is experiencing thanks to social analytics.

Competitive Advantage 40

Competitive Advantage ROI Demo Entertainment 40

NetBase

OCTOBER 8, 2019

Basic social media metrics are on their radar, but connecting the dots between strategy, implementation and ROI is not happening. Socially awake organizations are in tune with protecting brand health , managing customer care and capturing all the data on all the things. Be sure to download the report to check them out!

Social Media 57

Social Media Marketing Brands Metrics 57

SmartKarrot

MAY 27, 2020

If it is a B2C then you would expect a higher volume of downloads along with a high churn rate. Let’s look at some of the common reasons for SaaS customer cancel. Fail to get ROI. After the initial purchase, there are chances that the customer is not able to drive value out of your product. The reasons could be many.

B2C 10

B2C Customers ROI Engagement 10

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Show podcast and a regular contributor to Forbes.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Show podcast and a regular contributor to Forbes.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Comm100

FEBRUARY 5, 2018

Social media software also helps companies track how customers are engaging with their brand, which yields the following insights: Follower growth. How different campaigns are performing with customers (the ROI of paid vs unpaid campaigns). Mobile marketing (sending in-app messages and push notifications to customers).

Social Media 50

Social Media Customer Engagement Engagement Marketing 50