customer experience measurement

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5 Steps to Improve Customer Experience: Touchpoints and Your Relationship Lifecycle

Published By: Mcorp Consulting     Published Date: May 12, 2009
Learn how a deep understanding of touchpoints - and the ways they drive customers closer to you (or farther away) - can improve acquisition, retention and loyalty, create better customer experiences, strengthen relationships and boost your bottom line. (Plus 5 steps for leveraging touchpoints to profit from better customer relationships.)
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mcorp, customer experience, relationship lifecycle, loyalty, retention, bottom line, touchpoint marketing, touchpoint mapping, touchpoint management, touchpoint agency, customer experience strategy, customer journey mapping, touchpoint management, customer experience measurement, customer mapping, customer satisfaction measurement, crm
    
Mcorp Consulting

Customers 2015: What Will They Expect 5 Years From Now? (7 Steps to Make Sure You're Ready Today)

Published By: Mcorp Consulting     Published Date: Feb 17, 2010
See how the landscape of customer experience is being altered forever, as touchpoints continue to drive shifts in distribution, feedback and marketing channel control. In this whitepaper, you'll learn how making your touchpoints stronger, faster and smarter today will mean increased profits and stronger market positions tomorrow. (Plus 7 specific steps any company can take to improve customer experience today.)
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mcorp, customer experience, relationship lifecycle, loyalty, retention, bottom line, touchpoint marketing, touchpoint mapping, touchpoint management, touchpoint agency, customer experience strategy, customer journey mapping, touchpoint management, customer experience measurement, customer mapping, customer satisfaction measurement, crm
    
Mcorp Consulting

Transforming Finance with Customer Experience Management

Published By: Moxie     Published Date: Feb 06, 2019
Download this report for an in-depth analysis of trends in customer experience management strategies for financial services companies. The study was developed using independent research and survey responses from 100 senior-level leaders across marketing, customer experience management, analytics, digital strategy, and innovation roles. After identifying key market stressors, the report analyzes the five key drivers of successful customer engagement: Customer Understanding, Prioritization, Design, Measurement, and Culture.
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customer engagement, customer experience, customer service
    
Moxie

Connect with your customers: The Art of Building Enduring Customer Bonds

Published By: Merkle     Published Date: Oct 19, 2012
As media and channels proliferate with the upsurge in digital touchpoints, we have access to massive volumes of customer data. This leads to the personalization of customer interactions that drive customer strategy as a business strategy.
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brand experience, customer experience, customer insights, communication management, marketing accountability, roi, data management, customer centricity, crm, buying behaviors, segmentation, customer lifecycle, integrated, customer solutions, target segmented customers, measurement, marketing strategy, competitive advantage, business strategy, customer value
    
Merkle

The ROI of Customer Experience: 16 KPIs You Should Be Tracking

Published By: Intouch Insight     Published Date: May 15, 2018
We know that great customer experiences lead to increased revenue. Happy customers are loyal customers, and loyal customers are more likely to share their positive experiences and recommend their favorite brands to people they know. But when it comes to making the connection between improved customer experience (CX) and revenue growth, CX pros often struggle to prove the value of their programs. The good news is there are many ways to show the return on investment (ROI) of customer experience initiatives. With the right measurement tactics in place, a solid business case can be developed.This guide includes definitions and formulas to measure the success of your own CX program.
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Intouch Insight

Using Contact Center Strategic Planning and Budgeting Tools to Optimize the Customer Experience

Published By: Interactive Intelligence     Published Date: Apr 23, 2014
Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.
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contact center, contact center strategy, customer experience, optimization, strategic planning, budgeting tools, workforce management solutions, call center, contact communications, big data, business analytics, it management, business process automation, call center management, call center software, customer service, collaboration, customer experience management, telecom
    
Interactive Intelligence

Discover the Trends Around Marketing Technology Adoption in 2011

Published By: IBM Unica     Published Date: Sep 08, 2011
See what CI professionals are saying about their technology strategies and challenges: focusing on improving the customer experience, data and measurement challenges, plans for outsourcing online technologies, and current technology use and plans for future adoption.
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ibm, unica, marketing, forrester, customer intelligence, ci professionals, data, mobile, future adoption
    
IBM Unica

The Top 10 Voice of Customer (VoC) Best Practices

Published By: MaritzCX     Published Date: Nov 29, 2016
Discover how a successful customer experience measurement program works
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maritzcx, cx strategies, customer experience, voice of customer, voc
    
MaritzCX

Total Experience Design A New Model for Customer Experience

Published By: MaritzCX     Published Date: Nov 29, 2016
Discover how a successful customer experience measurement program works
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maritzcx, cx strategies, customer experience, total experience design, cx measurement
    
MaritzCX

Customer Experience (CX) Metrics and Key Performance Indicators

Published By: Oracle     Published Date: Mar 04, 2014
This document aligns to the Customer Experience (CX) Value Equation defined by Oracle as a method to identify and measure the value of CX. Within the value equation there are three important areas of business focus, or CX practice areas: Acquisition, Retention, and Efficiency. Each area has strategic and operational areas of measurement, or Key Performance Indicators (KPIs).
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oracle, oracle cloud service, customer experience, key performance indicators, acquisition, retention, efficiency, customer experience management, productivity, service management, desktop management
    
Oracle
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