Maturing customer experience management practices and technology have radically transformed how companies capture and use customer feedback on multiple levels.
3 Reasons Why There's No Measuring ROI on Social MediaMelissa Deleen
How to measure ROI on social media has become a common question. The human race has created vaccines, solved Fermat’s Last Theorem, and discovered the elusive Higgs Boson. If social media ROI were indeed determinable, we’d have solved it over a not so busy weekend. Don't you think?
Transitioning into UX: General Assembly Hong Kong 2015Ted Kilian
This document provides an overview of user experience (UX) design and how to transition into a career in UX. It defines UX and discusses how UX creates value for businesses. It outlines the key skillsets involved in UX work, such as user research, strategy, information architecture, and design. The document also describes the typical phases of a UX process from discovery to design to implementation and testing. Finally, it offers advice on how to begin developing UX skills through reading, online courses, networking, and hands-on projects. The overall message is that passion and experience are more important than technical skills when starting a career in UX.
How to design an infographic in 9 simple stepsKatai Robert
I will not tell you exactly how to design an infographic, but I will rather share with you the 9 important points you should be taking into account when it comes to this visual content.
The SlideShare 101 is a quick start guide if you want to walk through the main features that the platform offers. This will keep getting updated as new features are launched.
The SlideShare 101 replaces the earlier "SlideShare Quick Tour".
Key Behavioural Trends That Have Shaped Our Approach To Performance ContentPerformics EMEA
This presentation, taken from our "Lifting the Lid on Performance Content" event examines:
- How the explosion of available data informs content development and measurement?
- What are the opportunities that have arisen from the change in the content people are looking for?
- How does the explosion in devices impact content development considerations?
- How has the growth of digital touchpoints has influenced content?
ListenLogic Unstructured & Structured Data AnalyticsListenLogic
Learn how high performing companies are integrating unstructured and structured data become customer-centric, gain actionable insights and drive results. Achieve market and operational intelligence to predict business outcomes, improve business performance, and detect reputational and operational risks.
This document discusses approaches to measuring the impact of social media marketing. It begins by noting that measurement is a journey and that customers' experiences have changed significantly with the rise of social media. It then outlines five stages of social media integration for organizations, from initial experimentation to a fully engaged enterprise. The document focuses on challenges of linking social media activity to business outcomes. It proposes four approaches to measurement: behavioral, claimed, testable, and data mining. Each approach is described along with examples and limitations. Finally, the document advocates starting measurement efforts and noting that solving complex measurement problems requires an iterative approach.
3 Reasons Why There's No Measuring ROI on Social MediaMelissa Deleen
How to measure ROI on social media has become a common question. The human race has created vaccines, solved Fermat’s Last Theorem, and discovered the elusive Higgs Boson. If social media ROI were indeed determinable, we’d have solved it over a not so busy weekend. Don't you think?
Transitioning into UX: General Assembly Hong Kong 2015Ted Kilian
This document provides an overview of user experience (UX) design and how to transition into a career in UX. It defines UX and discusses how UX creates value for businesses. It outlines the key skillsets involved in UX work, such as user research, strategy, information architecture, and design. The document also describes the typical phases of a UX process from discovery to design to implementation and testing. Finally, it offers advice on how to begin developing UX skills through reading, online courses, networking, and hands-on projects. The overall message is that passion and experience are more important than technical skills when starting a career in UX.
How to design an infographic in 9 simple stepsKatai Robert
I will not tell you exactly how to design an infographic, but I will rather share with you the 9 important points you should be taking into account when it comes to this visual content.
The SlideShare 101 is a quick start guide if you want to walk through the main features that the platform offers. This will keep getting updated as new features are launched.
The SlideShare 101 replaces the earlier "SlideShare Quick Tour".
Key Behavioural Trends That Have Shaped Our Approach To Performance ContentPerformics EMEA
This presentation, taken from our "Lifting the Lid on Performance Content" event examines:
- How the explosion of available data informs content development and measurement?
- What are the opportunities that have arisen from the change in the content people are looking for?
- How does the explosion in devices impact content development considerations?
- How has the growth of digital touchpoints has influenced content?
ListenLogic Unstructured & Structured Data AnalyticsListenLogic
Learn how high performing companies are integrating unstructured and structured data become customer-centric, gain actionable insights and drive results. Achieve market and operational intelligence to predict business outcomes, improve business performance, and detect reputational and operational risks.
This document discusses approaches to measuring the impact of social media marketing. It begins by noting that measurement is a journey and that customers' experiences have changed significantly with the rise of social media. It then outlines five stages of social media integration for organizations, from initial experimentation to a fully engaged enterprise. The document focuses on challenges of linking social media activity to business outcomes. It proposes four approaches to measurement: behavioral, claimed, testable, and data mining. Each approach is described along with examples and limitations. Finally, the document advocates starting measurement efforts and noting that solving complex measurement problems requires an iterative approach.
The document discusses how to collect customer data from various sources and how to use that data within a company. It recommends collecting 50% of data from customer-facing employees, 40% from third parties like mystery shops, and 10% from online monitoring. It provides examples of using customer satisfaction data and feedback on the sales, product, and marketing sides of a business. Specifically, it shows that customers who report good service spend more on average. It also shares an example of a Lego product idea website and encourages using customer testimonials and advocacy for marketing.
Delivering Omnichannel: From The Back-End To The Front-End and BeyondG3 Communications
Speakers: Larry Freed of ForeSee & Casey Shea of UXC Eclipse
The term "omnichannel" conjures up thoughts of a consistent and excellent brand experience enjoyed by shoppers across all channels. But the brand experience is just the marionette of the performance. The puppeteer pulling the strings is proper supply chain execution.
The brand experience is only as good as the inner workings that make it happen. Those components include business intelligence tools such as Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM). This webinar will guide retailers through the proper performance of today's best-in-class ERP and CRM solutions that help deliver the command performance shoppers are demanding.
NICE is the worldwide leader in software solutions that capture and analyze structured and unstructured data from multiple sources in real time, including phone calls, emails, social media, and video. NICE solutions help over 25,000 organizations in more than 150 countries improve customer experience. NICE customer engagement solutions help organizations address challenges like empowered customers who use multiple channels, large amounts of customer data from those channels, and retaining millennial employees.
Today’s marketing leadership is being tasked with creating lasting relationships and loyalty among their customer base.
Yet so much of how we engage with customers and prospects is campaign driven, activating specific actions in a single moment in time.
As the development of a robust and connected customer experience strategy becomes the linchpin to CMO success, the question is now more important than ever: Can loyalty and advocacy be built…and how?
This presentation walks through some of the challenges and considerations CMO need to explore in order to reframe how their brands engages their customers like never before.
Leveraging Data for a True Omnichannel ExperienceSandy Karcher
Whether engaging with your brand in store, on the website, via mobile app or across the vast array of social channels your customer expects a consistent brand voice and quality of experience. How do you learn about your customer’s behavior across these channels and adjust your strategy accordingly? Does every brand need to exist on every channel or can you focus your efforts to those channels most popular with your target demographics? Learn the answers to these questions and the specific practices to guide your own brand through this process.
Trends and Frameworks for Interactive Success... A strategic interactive approach for taking businesses to their customers by listening, sharing and providing timely and relevant services and support.
Subscribed 2017: Turn Customer Data Into Winning Subscriber ExperiencesZuora, Inc.
This document discusses how subscription businesses are using customer data to improve the subscriber experience. It notes that subscription revenues are growing much faster than traditional businesses by delivering value-based pricing, personalization, and constant improvement. The document advocates building a unified subscriber identity record that combines financial, behavioral, and demographic data to gain insights. It describes Zuora's Insights product which computes predictive indicators like churn probability and engagement score by applying data science techniques to help companies improve conversion, expansion, and retention.
SMBs are feeling pretty optimistic: 35% of them expect to grow by double digits this year, and 10% expect to grow by more than 100%. That translates into plans to invest in telecommunications services — whether to improve internet access speed or upgrade a phone system. SMBs understand what being connected — to customers, prospects, vendors, peers, remote workers, influencers, and others — means to their business.
To find out how you can boost sales to SMBs, we recently surveyed 500 U.S. SMB principals.
Are you ready to brush up on your modern glossary of CX terms? Click through to get a better understanding of the common terms being bandied about in the conference room, and how you can leverage these terms to make sound business decisions that amplify the brand and customer experience.
This document discusses quantifying workplace experiences using sensors and data analytics. It describes how tracking face-to-face interactions, moods, and other metrics can provide insights about employee productivity, collaboration, and happiness. Sensors can measure factors like noise levels, light, and air quality in offices. Analyzing interaction patterns can predict team performance and discover emerging leaders. Quantified data from badges and mobile phones can help optimize workspace design and resource allocation while giving employees self-tracking tools and recommendations to improve collaboration. The document outlines several prototype applications and shares findings from pilot projects at Bell Labs locations.
Jonathan Yaffe (Speaker) CEO and Co-Founder, AnyRoad
Today, brands large and small understand the impact of experiential marketing—the US Bureau of Labor Statistics predicts that the event industry will grow by 44% from 2010 to 2020, and 30% of CMOs plan to spend 30-50% of their budgets on experiential marketing in the next three years. But, until brands start collecting offline data on their customers, just as they capture online data, valuable insights are walking out the door. Jonathan, who discovered firsthand the impact of experiences while producing events for Red Bull, will discuss the power of data in understanding human behavior and fostering brand loyalty, and how ERM is changing the future of marketing and upending way brands build long-term relationships with customers.
The document describes how athenahealth uses surveys and Salesforce to listen to customers. It discusses how athenahealth transitioned from a lack of integrated customer feedback to a mature voice of the customer program. The program now collects meaningful feedback across multiple channels using an intuitive survey platform integrated with Salesforce. This allows athenahealth to better understand customers and prioritize improvements based on diagnostic feedback.
Airbnb's Jenna Meister shares how Airbnb measures success of their community efforts and how YOU can create a similar dashboard in your organization. This talk is from CMX Summit West 2015.
This document outlines ways to measure the success of a community in supporting business goals. It discusses defining desired business outcomes, how community members can support those outcomes, metrics to track member actions, and developing an engagement scoring system. Key points include measuring acquisition, conversion, churn, support deflection, and lifetime value, as well as sense of community, customer satisfaction, events, innovation, and word of mouth. The engagement scoring system categorizes members based on their activity, quality of interactions, influence, and advocacy.
Two years of research into what makes customer service operations tick and the best ways to improve. This is a random assortment of analyses done across two years of research around the Zendesk benchmark.
You can see more research at www.zendeskbenchmark.com.
Harris Interactive is an online research firm based in New York with over 700 employees. They conduct online, telephone, and in-person surveys to provide speed, accuracy, and insights into various topics. They offer both multi-client research including brand and industry reports, as well as omnibus research services. Their clients span various industries seeking information on consumers, customers, and public opinion. Harris Interactive uses both traditional and innovative methods like mobile surveys and social media analytics to understand audiences.
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...BBPMedia1
Nathalie zal delen hoe DEI en ESG een fundamentele rol kunnen spelen in je merkstrategie en je de juiste aansluiting kan creëren met je doelgroep. Door middel van voorbeelden en simpele handvatten toont ze hoe dit in jouw organisatie toegepast kan worden.
The document discusses how to collect customer data from various sources and how to use that data within a company. It recommends collecting 50% of data from customer-facing employees, 40% from third parties like mystery shops, and 10% from online monitoring. It provides examples of using customer satisfaction data and feedback on the sales, product, and marketing sides of a business. Specifically, it shows that customers who report good service spend more on average. It also shares an example of a Lego product idea website and encourages using customer testimonials and advocacy for marketing.
Delivering Omnichannel: From The Back-End To The Front-End and BeyondG3 Communications
Speakers: Larry Freed of ForeSee & Casey Shea of UXC Eclipse
The term "omnichannel" conjures up thoughts of a consistent and excellent brand experience enjoyed by shoppers across all channels. But the brand experience is just the marionette of the performance. The puppeteer pulling the strings is proper supply chain execution.
The brand experience is only as good as the inner workings that make it happen. Those components include business intelligence tools such as Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM). This webinar will guide retailers through the proper performance of today's best-in-class ERP and CRM solutions that help deliver the command performance shoppers are demanding.
NICE is the worldwide leader in software solutions that capture and analyze structured and unstructured data from multiple sources in real time, including phone calls, emails, social media, and video. NICE solutions help over 25,000 organizations in more than 150 countries improve customer experience. NICE customer engagement solutions help organizations address challenges like empowered customers who use multiple channels, large amounts of customer data from those channels, and retaining millennial employees.
Today’s marketing leadership is being tasked with creating lasting relationships and loyalty among their customer base.
Yet so much of how we engage with customers and prospects is campaign driven, activating specific actions in a single moment in time.
As the development of a robust and connected customer experience strategy becomes the linchpin to CMO success, the question is now more important than ever: Can loyalty and advocacy be built…and how?
This presentation walks through some of the challenges and considerations CMO need to explore in order to reframe how their brands engages their customers like never before.
Leveraging Data for a True Omnichannel ExperienceSandy Karcher
Whether engaging with your brand in store, on the website, via mobile app or across the vast array of social channels your customer expects a consistent brand voice and quality of experience. How do you learn about your customer’s behavior across these channels and adjust your strategy accordingly? Does every brand need to exist on every channel or can you focus your efforts to those channels most popular with your target demographics? Learn the answers to these questions and the specific practices to guide your own brand through this process.
Trends and Frameworks for Interactive Success... A strategic interactive approach for taking businesses to their customers by listening, sharing and providing timely and relevant services and support.
Subscribed 2017: Turn Customer Data Into Winning Subscriber ExperiencesZuora, Inc.
This document discusses how subscription businesses are using customer data to improve the subscriber experience. It notes that subscription revenues are growing much faster than traditional businesses by delivering value-based pricing, personalization, and constant improvement. The document advocates building a unified subscriber identity record that combines financial, behavioral, and demographic data to gain insights. It describes Zuora's Insights product which computes predictive indicators like churn probability and engagement score by applying data science techniques to help companies improve conversion, expansion, and retention.
SMBs are feeling pretty optimistic: 35% of them expect to grow by double digits this year, and 10% expect to grow by more than 100%. That translates into plans to invest in telecommunications services — whether to improve internet access speed or upgrade a phone system. SMBs understand what being connected — to customers, prospects, vendors, peers, remote workers, influencers, and others — means to their business.
To find out how you can boost sales to SMBs, we recently surveyed 500 U.S. SMB principals.
Are you ready to brush up on your modern glossary of CX terms? Click through to get a better understanding of the common terms being bandied about in the conference room, and how you can leverage these terms to make sound business decisions that amplify the brand and customer experience.
This document discusses quantifying workplace experiences using sensors and data analytics. It describes how tracking face-to-face interactions, moods, and other metrics can provide insights about employee productivity, collaboration, and happiness. Sensors can measure factors like noise levels, light, and air quality in offices. Analyzing interaction patterns can predict team performance and discover emerging leaders. Quantified data from badges and mobile phones can help optimize workspace design and resource allocation while giving employees self-tracking tools and recommendations to improve collaboration. The document outlines several prototype applications and shares findings from pilot projects at Bell Labs locations.
Jonathan Yaffe (Speaker) CEO and Co-Founder, AnyRoad
Today, brands large and small understand the impact of experiential marketing—the US Bureau of Labor Statistics predicts that the event industry will grow by 44% from 2010 to 2020, and 30% of CMOs plan to spend 30-50% of their budgets on experiential marketing in the next three years. But, until brands start collecting offline data on their customers, just as they capture online data, valuable insights are walking out the door. Jonathan, who discovered firsthand the impact of experiences while producing events for Red Bull, will discuss the power of data in understanding human behavior and fostering brand loyalty, and how ERM is changing the future of marketing and upending way brands build long-term relationships with customers.
The document describes how athenahealth uses surveys and Salesforce to listen to customers. It discusses how athenahealth transitioned from a lack of integrated customer feedback to a mature voice of the customer program. The program now collects meaningful feedback across multiple channels using an intuitive survey platform integrated with Salesforce. This allows athenahealth to better understand customers and prioritize improvements based on diagnostic feedback.
Airbnb's Jenna Meister shares how Airbnb measures success of their community efforts and how YOU can create a similar dashboard in your organization. This talk is from CMX Summit West 2015.
This document outlines ways to measure the success of a community in supporting business goals. It discusses defining desired business outcomes, how community members can support those outcomes, metrics to track member actions, and developing an engagement scoring system. Key points include measuring acquisition, conversion, churn, support deflection, and lifetime value, as well as sense of community, customer satisfaction, events, innovation, and word of mouth. The engagement scoring system categorizes members based on their activity, quality of interactions, influence, and advocacy.
Two years of research into what makes customer service operations tick and the best ways to improve. This is a random assortment of analyses done across two years of research around the Zendesk benchmark.
You can see more research at www.zendeskbenchmark.com.
Harris Interactive is an online research firm based in New York with over 700 employees. They conduct online, telephone, and in-person surveys to provide speed, accuracy, and insights into various topics. They offer both multi-client research including brand and industry reports, as well as omnibus research services. Their clients span various industries seeking information on consumers, customers, and public opinion. Harris Interactive uses both traditional and innovative methods like mobile surveys and social media analytics to understand audiences.
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The Evolution of Listening to the Voice of the Customer
1. THE EVOLUTION OF
LISTENING TO THE
VOICE OF THE CUSTOMER
PERIODIC SURVEYS
RELATIONSHIP NPS
INSIGHTS OWNED BY, AND
STAY WITH, MARKETING
DEPARTMENTAL SILO VIEW OF
CUSTOMER EXPERIENCE
30-MINUTE SURVEYS
ONGOING LISTENING
TRANSACTIONAL NPS
LESS THAN A MINUTE
FEEDBACK DATA CORRELATED
WITH ENTERPRISE DATA
INSIGHTS SHARED ACROSS
THE ORGANISATION
ORGANIZATION-WIDE VIEW
OF CUSTOMER EXPERIENCE
OUTSOURCED IN-HOUSE
FEEDBACK DATA
ANALYZED IN ISOLATION
BENCHMARK PURPOSE ACTION PURPOSE
MATURING CUSTOMER EXPERIENCE MANAGEMENT
PRACTICES AND TECHNOLOGY HAVE RADICALLY
TRANSFORMED HOW COMPANIES CAPTURE AND
USE CUSTOMER FEEDBACK ON MULTIPLE LEVELS
HIGH-LEVEL VIEW OF
CUSTOMER EXPERIENCE
SINGLE FEEDBACK SOURCE MULTIPLE FEEDBACK SOURCES
Social
media
Behavioral
data
Emails, live chats,
sta! notes
Surveys
Surveys
30 30
8
34
17
70
26
42
5
17
22
?
SINGLE-CHANNEL VIEW OF
THE EXPERIENCE
VIEW OF TOTAL
CUSTOMER JOURNEY
THEN NOW
MANUAL AUTOMATED
LONG TURNAROUND TIME REAL-TIME
Calls
David Jacques, 2016
Linkedin.com/in/davidjacques
Channel
Transaction
Sta!
Region
Product
Segment
This work is free to share and adapt with attribution
http://creativecommons.org/licenses/by/4.0/
&%0"(
HIGHLY GRANULAR VIEW OF
CUSTOMER EXPERIENCE