Join m-ize, leader in Smarter Customer Engagement, and guest speaker Maxie Schmidt-Subramanian, PhD Forrester Research Senior Analyst, for a complimentary webinar, Measure Customer Experience (CX).
Maxie is an expert in CX measurement, voice of the customer programs, making the business case for CX efforts, and the relationship between pricing and customer experience.
Download the compleat webinar recording at http://info.m-ize.com/webinar-with-forrester-on-measure-customer-experience-on-demand
Webinar Agenda:
Measure business impact of improving CX
Make business case to get executive buy-in for CX initiatives
Understand Forrester's Customer Experience Index to benchmark CX
Realize tangible and faster ROI from CX improvements
Enhance CX with Analytics
Who should attend?
All Customer Experience (CX) executives from marketing, sales, and customer service
IT executives, CIOs, responsible for CX enablement
Download the compleat webinar recording at http://info.m-ize.com/webinar-with-forrester-on-measure-customer-experience-on-demand
The Revenue Operations to Revenue Acceleration Framework Every Modern Busines...RocketSource
There is no silver bullet that can get brands to revenue acceleration. Instead, companies have to build a strong revenue operations infrastructure based on empathetic customer experience initiatives, intelligent data ops, and innovative content generation. Once you start with the end in mind, your organization can get to a sustainable — and much more feasible — revenue acceleration solution.
This document provides an overview of optimizing a customer experience (CX)-focused organization. It outlines three key building blocks: 1) Prioritize CX in executive leadership and company culture, 2) Focus on the customer moments and processes that matter most, and 3) Continuously measure and improve CX based on metrics. The document advocates aligning the entire organization around CX, from strategy to incentives. It also shares stories from CX leaders about challenges in transforming company culture to make customers the top priority.
Data Strategy for Digital Sales : Case Study & Best PracticeBarry Magee
Citrix Peer Exchange : Indeed.com - Oct 2020 - Barry Magee
I'm an experienced senior business leader focused on how data-driven transformation creates organisational value with deep experience in sales, marketing, strategy, operations, and change management. I’m a recognized industry-leading specialist and academic on effective and systemic innovation using data and analytics to build competitive advantage and tangible results.
https://www.linkedin.com/in/barrymagee/
Get Salesfierce: Transforming Accidental Admins into Bold Leaders!Spanning Cloud Apps
Are you an “Accidental Admin” constantly receiving duplicate or redundant requests, yet haven’t implemented many of your own ideas or best practices? As Admins of companies run on Salesforce, YOU see the big picture and hold vast amounts of cross-departmental knowledge. In this session held at Connections 2018 in Chicago, Nicole Smith, Spanning's Senior Salesforce Administrator, shared how to become a thought leader and change agent at your company by creating a seat at the executive table. Become the driver of innovation at your company while creating yourself as a bold leader. Check out her deck here.
Crowdsourced to Outsourced: How online platforms are shaping the future of workCrowdsourcing Week
Online platforms are shaping the future of work by enabling crowdsourcing and freelancing. They allow access to a global talent pool and provide flexibility for freelancers to work remotely. This benefits both businesses and freelancers. Online platforms also foster creativity through design competitions and help address challenges like data collection and knowledge gaps through public engagement. They are expected to further disrupt and enhance how people work in the future by promoting fair access to opportunities worldwide.
Driving Customer Experience and Business Revenues Through Search EnginesAndrei Lopatenko
Andrei Lopatenko discussed how search engines, recommendations, and conversational interfaces can be improved to enhance customer experience and drive business revenues. Key investments include building a high-quality engineering team with diverse skills, establishing strong business relationships, developing an experimentation platform, and implementing a continuous improvement process to evaluate and update all aspects of the system. The goal is to create a science-driven culture focused on continuously measuring metrics and making data-backed improvements.
Designing Culture to Drive Customer Experience James Prentis
This document summarizes a presentation about using culture to drive customer experience. It discusses how culture is important to both employees and customers. An effective culture aligns employee and customer experiences around business strategy. There are two approaches to culture change - targeted interventions for specific issues, or holistic transformation. Behavioral science can identify root causes of behaviors and test targeted interventions through pilots before scaling changes. The presentation provides frameworks for diagnosing issues, designing interventions using concepts like choice architecture and social norms, deploying pilots, and measuring their impact.
Aeroméxico: Improving the Booking Experience with Data-First PersonalizationOptimizely
As the flag carrier airline of Mexico, Aeroméxico is constantly working to see how they can improve their customer experience. For the airliner it began with ensuring the wealth of data they had on customers was available and actionable for use in Optimizely.
Aeroméxico used their already strong A/B testing practice to jumpstart detailed and customer-focused personalization efforts through the booking process. They hypothesized that if they personalized the booking flow process based on prior customer behavior, they would streamline the process and enable customers to purchase flights more efficiently.
In this webinar, Aeroméxico's Angie Romero and Optimizely's Alek Toumert will discuss how Aeroméxico went about organizing their data to enable testing and personalization together by leveraging this data, ultimately focusing on building better customer experiences.
Join this webinar to learn:
- How to think about structuring your data for personalization
- How to create hypotheses about personalization campaigns from existing a/b tests
- How personalizing customer experience along your primary journeys enables higher lift
The average cost to build an app ranges from $5,000 to $50,000 and can take 12 to 20 weeks to complete. Several factors influence app development costs, including priorities around quality, cost and speed tradeoffs; choosing in-house vs offshore development; technical complexity; and post-release maintenance expenses. Getting accurate cost estimates requires discussing your app idea with development experts to understand desired features and development requirements.
Whitepaper - Maximizing Outsourcing Value Through Automated People Analytics ...Sapience Analytics
Outsourcing work is at an all-time high at the US, increasing at a staggering rate every year. As companies continue to reap the financial and qualitative benefits of outsourcing, the need for managing outsourcing engagements, or Outsourcing Governance, is also on the rise. Having a concrete set of strategies in place to avoid risks associated with outsourcing work, is crucial to the smooth management of outsourcing arrangements. This is something that a lot of companies, unfortunately, lack, resulting in their outsourced work being inefficient and subpar.
The key points covered in the white paper include:
--Identifying the typical challenges in managing outsourcing relationships
--Introducing the concept of co-managing outsourcing relationships
--Automating outsourcing governance to increase efficiency and success
--Introducing a digital solution which provides automated and accurate visibility into outsourcing engagements
--Highlights on how co-management, automation, and technology can deliver a 20%+ increase in value creation
Modern Architectures: How IoT will Transform and Disrupt your IndustryDreamforce
The Internet of Things is a phenomenon that is disrupting nearly every industry. In this session, we will explore how Salesforce customers and Partners are harnessing IoT to provide new levels of service, intelligence business value across a range of use cases and industries.
Connecting Analytics to Strategy: Keeping Your Corporate Objective in SightShelley Reece
Data analytics has transformed the way many product managers approach product enhancements, creating strong demand for product managers with skills and expertise in defining and analyzing product metrics to make more valuable product decisions. But there is one essential element that is often left out of the conversation, and that is strategy. How does my product decisions support the overall strategy of the business, and am I tracking the right metrics based upon that strategy?
How to Reach Peak Performance With the Product Management Organizational Heal...Aggregage
The degree of maturity of your product management organization can directly drive your ability to satisfy customers and become more profitable. Our Product Management Organizational Health Checklist and on-demand webinar can help.
Total Customer Experience Management Overview #TCE #CEM -- The Why, What and HowVishal Kumar
This is a CEM tutorial & TCELab introduction presentation we put together for our TCELab Sales Affiliates and Partners -- explains an overview of Total Customer Experience Management, Why your customer's CEO's will love it, your opportunity, and how TCELab's products and services fit into the CEM / Big Data / Customer Loyalty Space.
A must watch for CEM enthusiast or any business professionals interesting in reducing churn.
Find video at: http://www.youtube.com/watch?v=BFPDmM4Ct1E
Or read it in our corporate blog: http://tce.io/tutecast
Video itinerary:
0:00:07 What is Customer Experience Management (CEM)?
0:02:04 Why do CEO’s care?
0:04:15 Why CEM vendor should be excited?
0:07:15 What does CEM Program looks like?
0:07:45 Design of a CEM Program: CEM Program Components
0:11:20 Design of a CEM Program: Disparate Sources of Business Data
0:14:23 Design of a CEM Program: Data Linkage (connecting data to answer different question)
0:17:17 Design of a CEM Program: Integrating your business data (mapping organization silos with survey type)
0:20:58 Design of a CEM Program: Three ways to grow business… why just NPS is not enough?
0:25:40 TCELab product plug but some cross winds of CEM gold information
0:33:10 TCELab CLAAP Platform but some cross winds of CEM gold information
0:39:00 TCELab product execution process, time-lengths & other relevant information around it (information relevant to affiliate networks)
0:43:30 TCELab product lists (information relevant to affiliate networks)
0:52:40 TCELab case study: Kashoo + lot of good information for SAAS companies CEM program
For More, please visit http://www.tcelab.com
This document summarizes the results of a survey conducted by IDC and MSI International between February and May 2007 with 218 respondents worldwide on partner business performance. Some key findings include:
- The majority of respondents were from the US (39%) and Western Europe (20%) and worked at companies with 10-49 employees (53%) that focused on being a VAR (73%).
- Partners in the top quartile for operating profit as a percentage of revenue spent more time focusing on existing customers rather than new customers across sales, marketing, and service functions. They also saw higher average deal sizes with existing customers.
- The document recommends designating an existing customer champion to focus efforts on prioritizing communications and executing
Service Delivery: When is the Right Time to Deploy Your AIAggregage
There’s no mistake about it: AI is on the rise. 70% of business decision-makers, information management professionals, and IT experts say that employees focus on more meaningful work with AI compared to those without it. The big buzz is around Artificial Intelligence, and how it can help information management and IT service delivery teams crush their goals. Decision-makers have been experimenting with Artificial Intelligence in smaller groups and have started adopting AI into mainstream environments in their organizations.
You may have this question in your mind - ‘Is this the right time for deploying AI?' Join our experts for this insightful webinar where members from our team will also be available to answer your questions so you can walk away feeling confident in how AI & automation can empower your organization’s service management overall.
During this webinar you will learn how:
• Service management is meeting up with present requirements and helping us look into the future
• Service delivery is supporting the current crisis and identifying opportunities for future improvement
• Top key considerations are easing digital transformation with AI
Customers in information management and IT that have used AI for their success
View this webinars page here: https://bit.ly/2Xiamma !
How Omni-Channel Data Collection Can Power Marketing MeasurementEnsighten
This document provides an overview of Pulse, a universal data collection and integration platform, and how it addresses enterprise measurement challenges. It discusses how Pulse provides end-to-end data control and flexibility, allowing for new analyses like online-to-store measurement and cross-device measurement. The case study highlights how Pulse improved a retailer's ability to attribute offline conversions to media by increasing online-to-store match rates and unlocking insights more quickly.
The document describes the waterfall model methodology. It lists features such as being easy to follow, applicable to any size project, and producing documentation at each stage. Advantages are finding problems earlier to reduce costs, fixed requirements, and new members easily understanding tasks. Disadvantages include inability to handle changing requirements, stages may not be perfect, difficulty estimating time and costs for each stage, and needing constant design testing.
This document outlines the agenda and goals of the Viktoria Team project. It discusses developing an app called GifTapP which allows users to sign in, join, communicate with friends, and find things they need. Milestones included teambuilding, brainstorming app ideas, designing a prototype, and developing a business plan for GifTapP. The presentation provides an overview and diagrams of the app's features and discusses a business strategy around automatic updates and integrating with post services.
This document is a resume for Lamar Riley that highlights his education, professional skills, work experience, and references. It summarizes that he has a Bachelor's degree in Business Administration from DeVry Institute of Technology. For over 15 years, he has worked in pharmaceutical sales, managing teams and achieving multiple Presidents Club Awards and regional recognition. His resume demonstrates strong skills in management, communication, and developing customer relationships through 3 sales roles in the pharmaceutical industry.
This study examined the development and failure of a proposed Canadian accounting standard for contingent gains and losses. It found that lobbying by certain groups, such as lawyers, influenced the standard-setting process. Interviews and analysis of comment letters on the proposal found opposition increased over time and came predominantly from preparers and the accounting community. The accounting standards board appeared determined to implement the new standard despite negative feedback. However, missing meeting notes prevent determining why the exposure draft was ultimately withdrawn. The study contributes to understanding how accounting standards development can be constrained by opposing stakeholders and calls for earlier engagement with affected parties.
communications, CCOs, CMOs, social media, customer-centricity, big data, digital marketing, online marketing, real time marketing, internal convergence
60 day payday loans offer favorable terms for borrowers. They provide up to $1500 with a 60 day repayment term, allowing flexibility without rushing to repay. They also do not require a credit check, so those with bad credit can still qualify. This allows borrowers to get relief from monthly financial tensions and easily pay bills like groceries, home expenses, car repairs, or child's tuition.
The document provides a summary of a leadership development program called the Senior Leadership Development Program (SLDP) delivered by I Train Consultants for World Vision Bangladesh.
The key points covered are:
- The program included assessments, workshops, coaching and projects to develop leadership skills of 30 mid to senior level professionals over 1 year.
- Feedback from participants was overwhelmingly positive, averaging 94%.
- Participants implemented projects focusing on areas like improving processes, upskilling teams, and increasing community engagement. Many projects were successfully completed.
- Facilitators observed significant development and a willingness to learn and implement skills among participants. They recommend more focused sessions for future programs.
The document discusses several quality management experts and their main contributions. It provides biographical information and outlines the key ideas and models introduced by W. Edwards Deming, Joseph Juran, Philip Crosby, Tom Peters, Kaoru Ishikawa, Armand Feigenbaum, Genichi Taguchi, and Walter Shewhart regarding quality management practices and principles such as continuous improvement, management responsibility, eliminating fear in the workplace, statistical process control, and design of experiments.
Dokumen ini membahas tentang bulan dan gerakannya, kalender bulan, fase-fase bulan, serta perhitungan kalender hijriah. Bulan memiliki rotasi dan revolusi yang menyebabkan perubahan fase bulan setiap harinya dalam siklus 29,5 hari. Kalender hijriah didasarkan pada revolusi bulan dan memiliki 12 bulan dalam setahun dengan jumlah hari beragam per bulannya.
Este documento presenta una guía de buenas prácticas para la elaboración de informes psicológicos periciales sobre custodia y régimen de visitas de menores en procesos de separación y divorcio. La guía establece los principios que deben guiar este tipo de informes, como el interés superior del menor y la igual competencia de ambos progenitores para ejercer la custodia. Además, presenta la metodología adecuada para realizar la evaluación, incluyendo a todo el grupo familiar, y ofrece recomendaciones sobre el contenido
Ustaz Zhulkeflee Hj Ismail gives a presentation on "Islamic Ukhuwwah" or Islamic brotherhood to the NTU Muslim Society. He discusses concepts of unity and duty in Islam based on Quranic verses. The presentation emphasizes Muslims' obligation to strengthen bonds and uphold the legacy of calling others to Allah with wisdom, patience and kindness. Muslims are reminded that Allah created all people equal and expects them to know each other and be witnesses for mankind through righteous conduct.
How to Measure and Evaluate Your Omnichannel Customer ExperienceUserTesting
As a retailer, you’ve probably heard the term “omnichannel” more times than you can count. But it’s not just another buzzword. How your customers interact with your brand spans far beyond any single channel.
The omnichannel experience involves every customer touchpoint, which requires coordinating many teams and responsibilities. It may sound daunting, but it's not impossible!
How can retailers coordinate across disciplines and formats to create a delightful customer experience?
To be successful, you not only need to understand how all those channels work together to create the customer experience, but you also need to test and optimize that experience.
In this Slideshare, you'll learn:
• Why the omnichannel customer experience matters
• How to research the omnichannel CX using analytics, surveys, and user testing
• How to use your results to improve the omnichannel customer experience
And plenty more!
Great for: Marketers, CX professionals, e-commerce managers, and designers & researchers at retail companies
Key insights from the Forrester report by Kerry Bodine and Moira Dorsey. Forrester defines customer experience as how customers perceive their interactions
with your company. Executives don’t get to decide how customer-centric their
companies are — customers do.
Whether business-to-consumer (B2C) or business-to-business (B2B) — or productor
service-focused — every company in every industry can leverage great customer
experiences for business gain. Customer experience has always been important.
The document discusses Vistex's channel analytics capabilities. It outlines challenges clients face with enterprise data and describes Vistex's approach to assess lifetime customer value, benchmark performance, and monitor results. Key aspects include evaluating most valuable customers, churn risk, program effectiveness, and spend optimization. Methods covered include scoring customer value based on revenue, recency, frequency and purchasing. The presentation emphasizes using data and analytics to discover patterns, optimize outcomes, and provide actionable insights through benchmarking, scenario modeling, and automated scorecards.
Webinar voice of the customer best practices 100814 finalQualtrics
In the era of immediacy, customers are more demanding than ever and driving the need for fast and frequent voice of the customer insights. If organizations don't listen and improve, customers will go elsewhere.
Join featured speaker Maxie Schmidt-Subramanian of Forrester Research Inc. and Qualtrics experts, as they share the latest research and best practices around voice of the customer (VoC) programs. Specifically, they'll dive into tips and techniques you can apply to ensure your customer's voice is heard and your products and services are continuously improved.
In 2019, organizations are still struggling to prove the value of their Customer Experience (CX) efforts. Learn how you can build an effective Voice of the Customer program and quantify the business impact.
Your VoC Programme is underperforming - and you know itFuturelab
Your VoC Programme is underperforming - and you know it.
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
#customercentricity #cx #customerexperience #voiceofthecustomer #VoC
#NPS
Webinar: Revolutionize your Business with an Insights Center of ExcellenceBrandwatch
Business success is fueled by smart, data-driven decisions. It’s not just about having the right data, it’s what you do with it that makes all the difference. Bridging the chasm between data and people in a secure, visually engaging way ensures your team is prepared to avert potential crises, better understand your customers, and engage everyone across the business with your data. Join Michael Brackpool, Brandwatch VP of Product for Vizia, and featured speaker from Forrester as they explain the best approach for disseminating real-time insights throughout the enterprise so your team can take immediate action.
The document summarizes a Forrester report that evaluates 10 leading business transformation consultancies. It finds that Deloitte, Accenture, PwC, IBM, and Cognizant lead in offering complete solutions, innovative approaches, and high-quality delivery. Capgemini, KPMG, EY, TCS, and Infosys are also strong but have some limitations. The evaluation criteria include the consultancies' current offerings, strategies, and market presence. Business transformations are increasingly global, complex projects requiring expertise in areas like organizational change management.
We explore new techniques for selecting and tracking value-driven KPIs. The ResultsPositive team has years of experience building custom dashboards that emphasize and leverage key business metrics. These “business value dashboard” solutions can solve pressing visibility and workflow challenges, illuminating new opportunities for improvement. Enable informed decision making with unfettered insight and visualization into your ongoing business processes. By using the data you’ve already collected, you can create a more productive pipeline. In this webinar we will be presenting:
Overview of how business value dashboards consolidate and surface key metrics.
Customer Examples of successfully implemented dashboards:
Large Utility Corporation – Network and Distribution Dashboard
One of America’s largest food companies and leading distributors – Realtime distribution center status
ResultsPositive’s BVD-specific offerings and best practices.
Client Experience for Professional Services - KeynoteCX Pilots
Experience for Client Services is different. Law firms, consultancies, engineering firms, management consultancies have to plan for and deliver experiences where the relationship is the core product. This keynote was delivered by Steven Keith from CX Pilots at CXPS 2017. It details what Client Services professionals need to thinking and doing to succeed in Professional Services today.
It explores the difference between CX/CEM (customer experience) and Client Experience.
Customer Experience: Customer Experience is the sum total of all feelings and interactions a customer has with a brand over time. It’s a volume concern. Lower incremental stakes.
Sure, it’s about relationships, but it’s a lot more about removing friction from discrete interactions.
Client Experience: Client Experience has a similar sum but it is far more concerned with longevity and depth of relationships.While discrete interactions are important, it’s more about qualitative relationships where highly-skilled services are the “product” delivered, personally.
This document discusses lean product management approaches for independent software vendors (ISVs) building apps on the Salesforce AppExchange. It recommends validating customer needs through discovery interviews and minimum viable product (MVP) testing before building full apps. Metrics should focus on user actions like trials and purchases rather than vanity metrics. The document outlines a four step process from customer discovery to scaling: discovery, validation, creation, and execution/scaling. It provides resources for ISVs to design, build, market and sell apps on AppExchange.
Spark a CX revolution: tips from the trenchesUserTesting
After countless customer interviews and years of analyzing customer insights, UserTesting experts Maggie Young and Stef Miller share the most-talked about initiatives that forward-thinking companies are focused on. Learn about how today’s modern brands are building a customer-centric culture.
This document provides guidance on planning adoption of Microsoft 365. It outlines assembling a team, defining strategies and scenarios, assessing readiness, and building a plan. Key stakeholders include executive sponsors, success owners, early adopters, and champions. Business scenarios are identified and prioritized based on impact and difficulty. Key performance indicators (KPIs) are established to measure success, including targets and reporting frequency. Technical and organizational readiness are assessed using checklists to ensure readiness for launch.
This Toolkit was created by ex-McKinsey, Deloitte and BCG Consultants and Entrepreneurs, after more than 4,000 hours of work. It is considered the world's best & most comprehensive Entrepreneurship Toolkit. It includes all the Frameworks, Tools & Templates required to build, run and scale your own Business and excel as an Entrepreneur.
This Powerpoint presentation is only a small preview of our Toolkit.
You can download the entire Toolkit in Powerpoint and Excel at www.domontconsulting.com
Confirmit provides customer feedback solutions to help businesses listen to customers and drive organizational change. The document discusses Confirmit's technology platform that allows businesses to collect multi-channel customer feedback and generate reports and dashboards. It also describes Confirmit Voices, Confirmit's customer engagement model that helps businesses design Voice of the Customer programs to listen, analyze feedback, and take actions that deliver business impact. Case studies are provided showing how some companies have increased customer satisfaction, revenue retention, and willingness to recommend through Confirmit's solutions.
Raise your Brand's Analytics IQ with Salesforce EinsteinGib Bassett
From Salesforce Connections 2019: Advanced analytics like Machine Learning are typically the purview of only large companies with Data Science and Data Engineering teams. Einstein is all about bringing the power of data science to everyone, at scale, and often transparently so you don’t know it’s there working to improve a critical business process. Whether your company has a Chief Data Officer or not, chances are it’s interested in partaking in the AI revolution. Companies that achieve the greatest value from analytics look across their business for improvement opportunities – and Consumer Goods companies are no exception. In this session, see all the use cases enabled by Einstein that help you deliver more seamless and profitable consumer experiences. Take away a plan to chart your own course to raising your company’s analytics IQ with Salesforce!
Success Secrets From Senior Customer Experience ExecutivesQualtrics
The document summarizes key insights from a webinar on best practices for customer experience (CX) leadership. It discusses who should own CX in an organization, how to understand the current state of CX, how to measure CX in a way that resonates, and how to foster buy-in for CX initiatives. Senior CX leaders from various companies provided advice, such as getting input directly from customers, using employee feedback to understand internal challenges, and tailoring the CX message to different stakeholders.
Course5 & Lenovo: Analytics driven Digital Trading DeskCourse5i
Course5 Intelligence helps organizations drive digital transformation through analytics and artificial intelligence. It builds capabilities for clients to make strategic and tactical decisions regarding customers, markets, and competition. Course5 recognizes the importance of customer centricity, innovation, and empowerment. Lenovo established an analytics-driven digital trading desk to orchestrate partnerships, data, technology, analytics, and teams to improve marketing, customer experience, and business performance in response to trends of the digital generation. The desk enables strategic alignment, experimentation, and personalized experiences across channels.
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
Discover and understand the critical actions needed on the venture journey to scale successfully.
What is it for?
To help corporate entrepreneurs identify and successfully navigate each critical action that will ultimately become the foundation of a corporate venture’s scaling effort. Based on the insights from 200+ corporate innovation and venture tracks, this practical guide provides a deeper understanding of what’s needed early-on for long-term venture growth.
Benefits:
Identify the right measurement approach that shines a light on your path forward.
Create an ideal team setup with access to the right talent at the right time.
Select the appropriate ownership structure and legal entity format.
Similar to m-ize Measure Customer Experience Webinar (20)
State of warranty chain management (wcm) for 2019 sfg analyst take paper (mize)Mize Inc.
This analyst take paper by Bill Pollock, President & Principal Consulting Analyst at Strategies For Growth, focuses on the specific challenges that Warranty Management organizations like yours are currently facing, what opportunities are open with respect to moving toward Best Practices status, and what strategic actions will need to be executed to make it all happen.
The data and analysis contained in this paper are based on the results of the SFG 2019 Warranty Chain Management Benchmark Survey, conducted in November/December 2018. The 2019 global respondent base is comprised of 105 warranty management professionals.
The findings from Strategies For Growth 2019 Warranty Chain Management (WCM) Benchmark Update Survey highlight patterns and trends identified since SFG’s previous annual WCM surveys, and provide an outlook as to what to expect in 2019 – and beyond.
You will learn what technologies your peers are using, which KPIs they measure and track, as well as what the key drivers are that push them to improve their respective WCM performance – and profitability.
Download the Warranty Benchmark Survey results, and Analyst Take Paper now compliments of Mize, the leader in Warranty Management Software.
Benchmark and Optimize Warranty Management by MizeMize Inc.
Presentation from "Benchmark and Optimize Warranty Management" webinar hosted by Mize, the leader in warranty management software.
• Benchmarking your warranty practices and performance against your peers
• Best Practices, strategies, and actions to achieve world-class warranty performance
• Enabling technologies and tools to optimize warranty management
Presenters:
• Eric Arnum, Editor, Warranty Week
• Bill Pollock, President & Principal Consulting Analyst at Strategies For Growth (SFG)
• Ashok Kartham, CEO, Mize, Connected Customer Experience Platform
Service Parts are a significant source of revenue and profits for manufacturers. Mize Service Parts Management (SPM) solution enables manufacturers to maximize parts sales, improve efficiencies, and enhance collaboration with
channel partners and suppliers.
Mize Service Parts Management solution, powered by Connected Customer Experience Platform and Smart Blox streamlines all Service Parts processes including Ordering,
Fulfillment, Returns, Support, and Logistics.
Best Practices to Grow Service Contract Sales Webinar by MizeMize Inc.
Manufacturers are placing increased attention on growing top line service revenue captured through the sale of Extended-Warranty/Extended-Service (EW/ES) programs. Key factors such as Program configuration, and Contact with Customers after the product purchase impact the Service Contract attachment and renewal rates. During the Webinar "Best Practices to gorw Service Contract Sales" hosted by Mize, The presentation includes the results of a benchmarking study conducted among field service managers and warranty professionals who influence, recommend or make decisions about extended warranty and extended service programs.
Mize Service Contracts Management Software and Solution helps Manufacturers (OEMs), Third Party Administrators (TPAs), Retailers, and Channel Partners to set up, sell, administer, track and analyze various service programs.
• Set up flexible service programs configured to the industry, product, and customer needs
• Administer Contracts, Support, and Claims to improve profitability and customer satisfaction
• Enable Channel Partners to sell, renew and fulfill Service Contracts
• Empower Customers to manage risk, limit repair costs, and minimize product downtime
Optimize Warranty Management with Mize mWarrantyMize Inc.
mWarranty, Next Generation warranty management software enables companies to Optimize Warranty Management by streamlining Warranty Registrations, Claims, Returns, Supplier Recovery, Service Plans, Service Campaigns and Warranty insights.
Optimize Field Service Management with Mize FSMMize Inc.
Improving Customer satisfaction, retention, and predictable revenues from loyal customer base is critical for growing aftermarket revenues and profitability. Customer-Centric Field Service Management can enable you and your dealer/service partners to drive customer experience and sales of service and maintenance agreements while improving the effectiveness of field service delivery.
Mize Field Service Management (FSM) solution powered by Connected Customer Experience Platform and Smart Blox enables you to:
Simplify customer’s access to all services and buying of service plans using My Customer Portal
Improve Technician productivity with Channel Connect Mobile App
Unify Field Service Operations with Customer Central to orchestrate Warranty, Service Plans, Support, Service Parts, and Knowledge
In his latest book “Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way”, author Joseph Michelli presents a compelling case study and roadmap on how Mercedes-Benz USA, one of the most iconic brand names in the world, transformed and elevated customer sales and service experiences.
m-ize, software leader in enabling Connected Customer Experiences, hosted an interactive webinar with Joseph Michelli, New York Times #1 bestselling author.
During this webinar you will learn how to:
• Create a compelling vision for exceptional customer experiences
• Map out your key customer journeys and high value contact points
• Measure customer perceptions throughout their journey with you
• Mobilize employees and dealers to improve your delivery processes and resolve customer needs swiftly and constantly
• Link rewards and recognition to customer experience excellence throughout your organization
Webinar recording is available at http://m-ize.com/events/
m-ize 10 best practices to optimize warranty managementMize Inc.
Few years ago, IDC Manufacturing Insights has introduced Warranty Management Capability Maturity Model as a framework for companies to assess current state and establish a roadmap for continuous improvement.
At the lowest levels of maturity, the warranty organization is purely reactive to quality and warranty events and is focused solely on executing transactions. When an organization reaches the higher levels of maturity, it proactively uses data from multiple sources to anticipate warranty events and it uses quality and warranty events as a means to improve learning, product quality, and supplier relationships.
m-ize team with decades of experience helping numerous companies improve their Warranty maturity has identified 10 Best practices to help companies optimize their warranty management.
Service Management: Unify and streamline warranty, parts, support & service p...Mize Inc.
The document summarizes a webinar on optimizing service management processes. It discusses challenges like low registration rates and excessive warranty costs. It promotes unifying and streamlining warranty, support, and service processes using integrated systems and mobile/IoT technologies. This allows simplifying experiences, removing barriers, and enhancing value across registration, warranty support, service, and parts management on a global scale.
Infographic | Customer Experience Management: Strategies to SucceedMize Inc.
Information included in this infographic is based on a recent survey, and resulting whitepaper published by The Service Council (TSC). The report, prepared by Sumair Dutta, Chief Customer Officer at The Service Council is entitled Customer Experience Management: Strategies to Succeed.
The infographic was developed by m-ize and is provided as a visual representation of the most compelling results and statistics of the study.
Both the infographic and the whitepaper are provided by m-ize to call attention to our upcoming Webinar, Winning Strategies in Customer Experience Management.
The webinar will be broadcast live on February 25th, 2014 at 1:00 PM Eastern Standard Time. To register for the event and receive a complimentary copy of the whitepaper and infographic please visit the registration page at http://info.m-ize.com/winning-strategies-in-customer-experience-management
We look forward to everyone's attendance at the event.
If you have any questions please feel free to contact us http://m-ize.com/contact We'll address any and all questions after the discussion, during the Q & A portion of the webinar. Please feel free to invite your associates or anyone that you feel would benefit from the event.
m-ize, The Service Council Collaborate on Webinar: Winning Strategies in Cust...Mize Inc.
This webinar from m-ize and The Service Council will discuss winning strategies in customer experience management. Over 180 organizations have realized high levels of customer satisfaction and retention, as well as revenue growth, through effective customer experience management programs. The webinar will share best practices from leading companies on acquiring a single view of the customer, understanding the customer journey, enhancing the customer experience through feedback and analytics, and engaging customers. Participants will learn how to succeed with customer experience management programs.
This presentation provides a quickstart guide that guides you through account setup for the My Products App.
Download the app, and invite your family, friends and social networks.
Slides & Recording of Webinar: Drive Revenue and Loyalty by Engaging Mobile a...Mize Inc.
This slide deck is from the April 11. 2013 Webinar entitled "Drive Revenue and Loyalty by Engaging Mobile and Social Consumers". The presenters for this event we're Dr. Phil Hendrix, Ph.D., Founder and Director of research consultancy firm immr. Accompanying Phil was Doug Stephens widely known as Retail Prophet. Doug is the Author of a new book entitled "The Retail Revival: Reimagining Business for the New Age of Consumerism". Mize, Inc., CEO Ashok Kartham also provided an overview of how the m-ize service platform connects brands with consumers utilizing Smarter Customer Engagement solutions. This Webinar arose from the recently released immr white paper "Drive Revenue and Loyalty by Engaging Mobile and Social Consumers. Both the white paper and the Webinar were sponsored by Mize, Inc.
m-ize simplifies the customer experience by transforming how companies engage today’s connected, mobile and social consumers. m-ize directly connects consumers with Brands enabling easier access to products, knowledge and services. Consumers make more confident decisions and get the best value through instant access to relevant product information, reviews, recommendations and support from social networks and Brands. Companies accelerate revenues and foster loyalty by engaging and enhancing experience at all customer touch points.
The m-ize platform enables a personalized user experience, flexible brand orchestration, actionable insights and seamless enterprise integration. m-ize delivers smarter customer engagement rapidly through a consumer-centric channel or a branded solution utilizing
Smart Blox; a portfolio of configurable components. The m-ize global team of experts leverages the latest developments in web, mobile, social, cloud and analytic technologies to deliver innovative solutions to Consumers, Brands, Retailers and Service providers.
Smarter Customer Engagement requires brands to mobilize, socialize and personalize every customer touch point.
Mobilize: When asked how companies can encourage them to spend more, 61% of customers specified availability for questions, and accessibility of information prior to making a purchase.Brands need to reach, engage and support consumers wherever they are; making it easier to discover, select, use and promote your products.
Socialize: 93% of customers identify word of mouth as the best, most reliable source about ideas and information on products and services. 90% of online consumers worldwide trust recommendations from people they know. Brands need to participate, influence and share conversations about products and brands to magnify positive Word Of Mouth and address any issues proactively before they damage the brand.
Personalize: Consumers listen to and act when product recommendations, messages and offers are tailored and based on the user’s context including location, intentions, interests, opinions, activities, questions, connections, responses and level of satisfaction.
ADANI WILMAR PREDICTS GROWTH IN ITS SALES VOLUME THIS FISCAL YEAr.pptxAdani case
Adani Group will surpass these figures and experience a more significant increase in the price value. This will give the conglomerate’s business excellent exposure. It will also be able to recover from the struggle that the company was suffering after the Hindenburg Report Adani.
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How AI is Disrupting Service Industry More Than Design ThinkingBody of Knowledge
Artificial Intelligence (AI) and Design Thinking are two powerful tools that, when used together, can revolutionize the service industry. By combining these approaches, businesses can develop innovative solutions that enhance customer experience, increase efficiency, and drive growth. Here's how AI and Design Thinking are disrupting the service industry
TPH Global Solutions Overview: Successful Strategies for Selling to Mass Merc...David Schmidt
TPH Global Solutions makes it easy to get your products to market, through the maze of retailer requirements and complex supply chain challenges that include missed deliveries, packaging errors, and shipping damage.
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The Strengths and Weaknesses of Each Zodiac Signmy Pandit
Explore the strengths and weaknesses of each Zodiac Sign to understand yourself and others better. Discover detailed insights with MyPandit and enhance your personal growth and relationships.
ConvertKit: Best Email Marketing Tool for 2024Rakesh Jalan
Front Slide
ConvertKit: Best Email Marketing Tool for 2024
Next Slide
What is Email Marketing?
Email marketing involves promoting products or services via email to potential customers. Tools like ConvertKit enhance the effectiveness of email marketing by helping you reach your target audience and elevate your business.
Next Slide
What is ConvertKit?
ConvertKit is a top email marketing tool, favored by content creators and small businesses. It offers features like automation, landing pages, sequencing, and broadcasting, making it ideal for generating and converting leads efficiently.
Next Slide
Key Features of ConvertKit
1. Landing Pages: Easily create customizable landing pages.
2. Forms: Embed forms on your website to generate leads.
3. Automation: Automate email responses with pre-built templates.
4. Broadcasting: Send personalized emails to thousands of subscribers.
Next Slide
Key Features of ConvertKit
5. Sequencing: Automate email series to convert leads into customers.
6. Integration: Integrate with platforms like affiliate sites and e-commerce.
7. Commerce: Start an e-commerce business without a website.
8. Creator Pro: Advanced features for selling high-cost products.
Next Slide
How ConvertKit Can Help Your Business Grow
1. Convert Casual Visitors: Turn social media followers into subscribers.
2. Build Relationships: Customize emails to build strong audience relationships.
3. Source of Earnings: Use trust to convert subscribers into sales.
Next Slide
Join ConvertKit Affiliate Program
ConvertKit's affiliate program offers free training, premium tools, and a 30% commission for referrals.
Next Slide
ConvertKit Pricing Plans
ConvertKit has Monthly and Yearly plans with Free, Creator, and Creator Pro tiers. Start with the free plan and upgrade as needed.
Next Slide
ConvertKit Alternatives
1. Mailchimp: All-in-one marketing platform.
2. GetResponse: Focus on landing pages and email lists.
3. ActiveCampaign: Advanced follow-up sequences.
4. AWeber: Building mailing lists and designing newsletters.
Next Slide
ConvertKit vs. Mailchimp
- Automation: ConvertKit offers advanced options.
- Landing Pages: ConvertKit has more templates.
- Customer Support: ConvertKit offers 24/7 support in all plans.
- Email Sending Limit: ConvertKit allows unlimited emails.
- Migration: ConvertKit offers free migration services.
Next Slide
ConvertKit vs. GetResponse
- Simplicity: ConvertKit is user-friendly for small businesses.
- Sequencing: Easier to use in ConvertKit.
- WordPress Plugin: Available in ConvertKit.
- Charges: No charges for duplicate signups in ConvertKit.
Next Slide
Conclusion
Email marketing is an excellent method to showcase your business and sell high-value products. ConvertKit is a robust tool to help you reach your target audience and start earning.
2. Steps to Transform Customer Experience
Map Model Mobilize Measure
11/6/2015 2
Customer Experience
3. 11/6/2015 3
Maxie is senior analyst at Forrester research's customer experience practice. She is an
expert in CX measurement, voice of the customer programs, making the business case for CX
efforts, and the relationship between customer experience and pricing.
For more information on Maxie, visit www.forrester.com
Note: To Download the complete recording of the webinar please visit the link in the description bellow
38. 11/6/2015 40
• m-ize simplifies the customer experience by transforming how companies engage today’s
connected and mobile customers.
• m-ize directly connects customers and extended enterprise with Brands, enabling easier access
to products, knowledge, and services.
• The m-ize Smarter Customer Engagement platform enables a personalized user experience,
flexible brand orchestration, actionable insights, and seamless enterprise integration.
• m-ize portfolio of Smart Blox can easily be assembled to deliver differentiated customer
experience and engagement at important touchpoints throughout the customer lifecycle.
For more information on m-ize, visit www.m-ize.com.
Ashok is the Founder and CEO of m-ize, a Smarter Customer Engagement platform,
connecting brands with mobile and social consumers. Ashok is a successful and Serial
Entrepreneur with 20+ years of experience as CEO of software and high tech companies
39. Disconnect between Customers and Brands
Only 8% of the Customers described their experience as
“superior,” yet 80% of the companies surveyed believe that
the experience they have been providing is indeed superior.
11/6/2015 41
Source: Bain & Company survey
40. Investments in Customer Acquisition & Support
Businesses spend annually:
• $200 Billion in advertising
– But only 4% of consumers said they trust advertising
• $189 Billion on global call center services
– But consumers still navigate a maze in search of a solution
• $30 Billion in CRM technologies
– But CRM remains largely an internally focused tool serving as
system of record for some of the customer data & interactions
11/6/2015 42
42. Return on Experience and Engagement
Increase Customer Lifetime Value
Improve Net Promoter Score (NPS)
Reduce Cost of Support or Service
Increase Market/Wallet share
Reduce Cost of Customer Acquisition
Improve Customer Retention and Loyalty
11/6/2015 44
ProfitsDriversCX
Customer
Experience
Buy more - related
accessories, plans,
services
Higher Margins
Lower cost of
service
Repeat purchases More Loyalty &
Less Churn
Upsell
Word of Mouth
Lower cost of
acquisition
Note: To Download the complete recording of the webinar please visit the link in the description bellow
43. Strategies to Improve CX Metrics
#1. Divide CX Strategy into
easily digestible & executable chunks
to meet Business outcomes
based on Touchpoint(s) and Customer Journey
11/6/2015 45
44. Smart Blox: Building Blocks for CX Transformation
11/6/2015
Improving CX one touch point at a time
45. Strategies to Improve CX Metrics
#2. Deliver Customer-Centric and Connected Experience
across all channels
11/6/2015 47
46. Critical Role of Mobile for all Channels
• 60% of online traffic now comes from mobileWeb
• 42% of social visits are from mobileSocial
• Digital media consumption on Mobile (51%) > Desktop (42%)Digital media
• As of May 2015, google search queries from mobile surpassed desktop searchesSearch
• Now, more than 50% of e-commerce traffic is from mobilee-Commerce
• 58% of shoppers preferred to look up information on their mobile devices while shoppingIn-store
• Consumers now spend more time on mobile devices than watching TVConsumer time
11/6/2015 48Note: To Download the complete recording of the webinar please visit the link in the description bellow
52. Case Study: On Boarding Journey
• In majority of cases, product brands don’t even know who
the end customers are
• Users find it frustrating to get help and support
• Deal with:
– issues of setup, installation, and use
– products returns
• Manage product ratings & reviews or social sharing of bad
experience
11/6/2015 54
53. Customer Onboarding Experience
11/6/2015 55
Registration rate
80%
Inspection & resolution
18%
Plan Attach rate
30%
Warranty cost
5%
Customer Portal/App access (My Products) to product information, support and self service
easier and more convenient improving the overall Customer satisfaction and experience.
Note: To Download the complete recording of the webinar please visit the link in the description bellow
54. Case Study: Contact Center Journey
• Time customer spends with Contact center:
– Navigate maze of menus and wait to get connected
– Identify and validate who the customer is
– Identify the product or service customer is calling about
– Describe the problem
– Wait for Agent to find the right solution
11/6/2015 56
55. Customer Service Experience
11/6/2015 57
Contact Center Cost
34%
Parts Sales
15%
Tech Productivity
10%
• Enabling superior Customer Experience by providing mobile & web access for:
• Customers to initiate support request with already filled in customer, product, problem
description and pictures or resolve using relevant self help topics
• Service Techs to access Knowledge base, Tech content, Service Oder and Parts ordering to
increase tech productivity, Customer first visit resolution rates, and increase parts sales.
Self-service
(reduction in calls)
55%
Note: To Download the complete recording of the webinar please visit the link in the description bellow
56. 11/6/2015 58
TO Do
11/6/2015 58
/mizecom /mizecom /company/m-ize
Mize, Inc.
8610 Hidden River Parkway
Suite 200
Tampa, FL 33637 USA
Phone : +1 813-971-2666
Fax : +1 800-865-1865
Note: To Download the complete recording of the webinar please visit the link in the description bellow
Editor's Notes
The age of the customer is a 20 year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers
The crux of the matter is that consumers and businesses make decisions differently than they did 10 years ago.
They have access to price and a lot of other information. Customers can easily educate themselves on the differences between products and services. Vendors no longer hold the power because the market place is no longer opaque.
Companies that treat their customers well tend to retain customers. Even though the customer knows that in some instances competitive products and services are less expensive or of superior quality, the customer develops a loyalty towards the company that provides the best overall customer experience.
What is CX?
CX = READ.
2 words matter here…[describe]
CX happens at three levels
EXPLAIN
READ
Benefits of improving CCXX can be on the cost side, which is what Cisco saw. Cisco is a leading manufacturer of networking equipment. Cisco’s VoC program identified issues like
access and navigation on their website,
inconsistency in ordering rules and platforms, and
difficult-to-find tools that caused delayed invoicing. Fixing those issues improved CX and saves Cisco nearly $750 million … annually.
But there is also an upside to CX on the revenue side.
For example Fidelity changed the way they serve high value clients – [describe]
In our research at Forrester, we found that the difference in customer experience can be felt in terms of revenue growth – in short: there can be an revenue upside in CX. There are two very recent reports I will refer to in the end of the presentation that show this.
So all in all…
…CX pros have great expectations…
94% READ
but don’t (prove they) deliver on them
Only 7% READ
READ
READ
So…
So how do you create a compelling business case for CX?
It’s important to note that
Making the case for CX is a right brain and a left brain activity!
When we looked at our research of companies that have made the business case for CX, we found that they follow four steps
READ all four steps
So how do you actually do this? Let me start with creating a sense of urgency.
CX pros need to…
Show that improving CX can solve the problem. CX pros should leverage the sense of urgency they create by showing the potential upside of improving CX. Almost all companies took a similar approach — directly tying a core CX metric like NPS, CSAT, or a custom partnership score to an important financial outcome like direct revenue, sales growth, or wallet share; they then put a dollar value on moving customers up the loyalty ladder. For example, Sage Software linked NPS to renewals and showed that, compared to detractors, a larger share of promoters remained Sage clients after 12 months. It then calculated the revenue associated with turning detractors into passives or promoters and gave that metric a catchy name: "Return on Retention."
Define initiatives that will move the needle on CX. Once CX pros have decision-makers' attention, they need to describe what changes they will make to the experience to achieve the promised benefits. To do so, they first need to translate high-level customer experience metrics into concrete actions and behaviors. For example, Shell identified the drivers of NPS, like proactive communication about shipments, as well as the operational metrics that contribute to achieving better performance on those drivers, like percent of shipments delivered on time. It uses this information to define projects to improve the experience — for example, creating advanced shipping notifications.
Maintain stakeholder engagement over time. Walker Information found that CX pros at its client organizations faced an inflection point two to three years into the CX program, after initial excitement had waned. Similarly, Shell found its initial CX momentum lasted for a while but then saw renewed demands for rigorous business cases. To overcome this plateau, CX pros need to be able to point to real financial results from CX and provide a vision for what's next. Shell's CX team conducts a post-implementation review for each project six months after it goes live to determine if the promised benefits have really flowed through to the business. Schindler maintains momentum with its phased customer excellence program. It starts with a "silver" phase — concrete and uncontroversial quick wins like improving client interactions and sales processes — but also provides a vision for the future with follow-on "gold" and "platinum" phases.
Get attention for their cause! A sense of urgency helps you get attention.
Create a sense of urgency by framing the problem. Be on the lookout for changes on which you can piggyback
When new senior leaders made customer centricity a priority at Belgian utility EDF Luminus, the CX lead asked them to publicize that change in direction by explicitly including it in the corporate strategy.
And when a global manufacturer watched its competitor's brand perception rise with the adoption of a CX program, the manufacturer responded by initiating its own effort.
Andrew Reise Consulting worked with a large professional services organization that had a 70% annual customer churn rate. By helping the company understand "the burning platform," Andrew Reise was able to convince the client of the need to develop a customer experience organization to improve retention. Similarly, Courtyard by Marriott showed its individual hotel owners the financial consequences of their declining market share trajectory and used that as justification for improving the customer experience.
BUT YOU ALSO MIGHT HAVE TO DISPROVE common myths . Cisco created its own opportunity by showing that despite its seemingly good customer satisfaction scores, customers still suffered from failures in the handoffs between silos. Many CX pros use qualitative research techniques like customer journey mapping and usability videos to demonstrate customers' pain points in the current experience and create an emotional understanding of the need for change.
2. Show that improving CX can solve the problem
And this is where your measurement system comes in!
Most measurement efforts aren’t sequenced for impact & efficiency
Here is what we see time and time again in the CX measurement programs we have studied over the years.
The CEO has an extra couple hours on a long flight back from Singapore and reads a book about the CX metric du jour. He or she is just convinced this is the one number they need to grow. An unsuspecting employee gets tapped to run the thing. Being smart, they set off to figure out what will contribute to driving the metric du jour. Then, they try to find what drives that metric!
Then the senior executive that started the thing has a moment of revelation – just what does this mean for the business? Then there is a frantic scramble to show how this stuff creates outcomes. Because some of these metrics du jour are wily and they don’t always work like it said in the book.
In the best case companies turn their wheels for a while and in the worst case, end up burning that CX metric (how often have I heard metric xyz is a bad word in our company) or CX efforts all together
It’s the vicious life cycle of CX measurement.
[effort is just an example – you can replace effort with CSAT, with NPS, etc.]
That’s why Companies need a systematic, outcome-driven CX measurement program
CX measurement helps answer three key questions
[read]
IN summary, effective CX measurement happens at the intersection of business and customer
And therefore, CX measurement programs need 3 metrics that are linked to each other
1) At the heart of CX measurement are metrics of the customer perception that tell us what customers think happened and how they feel about it.
Surveys are most workable form of this, practical.
2) Then there are descriptive metrics that help us understand what happened during the interaction.
3) And outcome metrics that help us understand what do customers do as a result of the experience
This is the holy grail for CX because it ties perception to the bottom line.
Taken together these metrics tell you what went right or wrong, what if anything to do about it, and how important it is to take action.
So let’s say that a customer tells you that they waited too long to speak to a customer service agent. How long was too long? Descriptive metrics pulled from your call center logs will tell you – maybe it was roughly a minute and you had been under the impression that was great, but now you know better. How important is it to reduce that one minute wait? If your outcome metric that purchase intent dropped to zero, it’s critically important.
So how do you design measurement system that helps you make the case?
First, you need to
…cast a wide net to identify meaningful financial success metrics.
Research executives' personal and departmental goals to identify financial metrics that will resonate with the people who hold the purse strings.
Companies use a combination of typical and less common but valuable success metrics
For example food packaging company Tetra Pak chose net sales and volume growth because these are corporate goals. Sage Software uses renewal rates because renewals bring in the bulk of its revenue.
Cisco's digital support group tracks how many calls to customer support it avoids — and dollars it saves — through self-service. And while Schindler, a global elevator and escalator manufacturer, tracks standard metrics like year-over-year revenue and margin, it also examines spend on goodwill activities to highlight incurred costs.
Then, Select “beacon” metrics that have a clear link to key financial metrics
To do that, you’d need to test multiple CX metrics to find those with a clear link to financial metrics.
Almost all companies took a similar approach — directly tying a core CX metric like NPS, CSAT, or a custom partnership score to an important financial outcome like direct revenue, sales growth, or wallet share; they then put a dollar value on moving customers up the loyalty ladder.
Many CX pros were able to rely on well-known metrics like Net Promoter Score (NPS) or customer satisfaction (CSAT).
Stora Enso, a paper and pulp manufacturer, worked with vendor Syngro to track how clients moved between NPS segments over a one-year period. The firms grouped customers into those that remained in their group (detractors, passives, promoters) and those that moved up or down. They found that for those customers that remained detractors, sales fell by 36%; for those that moved up to passives, sales rose by 16%; and for those that became promoters, sales increased by 25%.
For example, Sage Software linked NPS to renewals and showed that, compared to detractors, a larger share of promoters remained Sage clients after 12 months. It then calculated the revenue associated with turning detractors into passives or promoters and gave that metric a catchy name: "Return on Retention."
But others found that these metrics didn't correlate to their financial success metrics. They found success by looking beyond these generic metrics for custom indices.
Tetra Pak uses a custom partnership score it developed with Walker Information
Ricoh adopted Harris' customer loyalty index;
Crowe Horwath uses PeopleMetrics' customer engagement index.
Some companies will need to adopt multiple CX metrics that link to different outcomes. For example, Verint found that overall satisfaction with its platform drives likelihood to recommend but satisfaction with the most recent implementation drives likelihood to repurchase.
Work with the CFO to build credibility for economic models. Achieving validation for financial metrics and projections from the chief financial officer (CFO) will ensure that he or she has a vested stake in your business case, instead of later poking holes in it. To make sure that they had real money behind their efforts, CX leaders from AT&T Mobility worked with the finance department to build a customer experience valuation model that the CFO later certified. (see endnote 22)
These high-level or beacon metrics are important to rally the troops behind CX. However, to my point above, if you want to make the case, you also need to be able to identify projects that improve CX and consequently financial outcomes.
To do that you need to …
3. Define initiatives that will move the needle on CX.
And this is where your measurement system comes in gets put to the second test. You need to be able to find drivers of the beacon metrics and CX outcomes…
…and link those drivers explicitly to CX outcomes and beacons
Let me show you how at the example of the Forrester’s CX Index
Image Source: http://blog.marchex.com/wp-content/uploads/2014/02/Measuring-Tape-resized-600.png
READ
But I mentioned it is about making sure you know how to drive financial success. That’s why the CX Index shows …
…how much improving CX improves 3 types of loyalty – retention, enrichment and advocacy loyalty - and how that in turn affects revenue
And the CX Index supports defining initiatives that will move the needle on CX – by…
Identifying the drivers of CX and by understanding how better driver scores would ripple through the CX Index and most importantly, revenue
And this will tell you. …
… where to start. In any model that you build, you should have the ability to estimate how improving certain drivers will affect revenue
And in order to make sure you can manage towards those drivers, you need to
Forrester’s CX Index score helps benchmark CX performance
Like you can see here in the rankings of the last wave of CX Index scores. This shows us for example, that Digital-only retailers, banks, and investments firms come out on top while Health insurers, TV service providers, ISPs, and the US federal government bring up the rear. But does that matter and why is that?
…Add descriptive metrics that help stakeholders manage to drivers, CX and outcomes
For example, Sanofi linked operations and customer perceptions. DESCRIBE
Maintain stakeholder engagement over time.
At many organizations there us an inflection point two to three years into the CX program, after initial excitement has waned
For example Shell found its initial CX momentum lasted for a while but then saw renewed demands for rigorous business cases.
To overcome this plateau, CX pros need to be able to point to real financial results from CX and provide a vision for what's next. Shell's CX team conducts a post-implementation review for each project six months after it goes live to determine if the promised benefits have really flowed through to the business. Schindler maintains momentum with its phased customer excellence program. It starts with a "silver" phase — concrete and uncontroversial quick wins like improving client interactions and sales processes — but also provides a vision for the future with follow-on "gold" and "platinum" phases.
Use pilots to demonstrate preliminary successes. In order to appeal to a new generation of business travelers, Courtyard by Marriott developed a concept to redesign its hotel lobbies to remove physical barriers between staff and guests, use technology to display news and travel-related information, and offer food in a relaxed atmosphere. To justify the hundreds of thousands in capital investment needed to the independent hotel owners footing the bill, Marriott chipped in and enlisted 19 willing early-adopter hotels to complete the renovation between 2007 and 2008. By measuring the lift in market share, not to mention customer satisfaction, the brand was able to enlist many more hotels and has now rolled out the new lobby experience to 760 hotels in the US and Canada. Courtyard by Marriott then also invited its hotel owners to stay at one of the early-adopter hotels and experience the change in lobby atmosphere and guest experience firsthand.
Not think from the outcome they want to drive. The outcome a company wants to drive needs to inform the metrics system so companies can actually measure whether changes in CX affect those outcomes. I am talking about revenue or advocacy
Thinking measurement is about metrics. No, this view of msmt is like accounting. But that’s not what msmt is about. Msmt is about helping to improve CX. Popular metrics like NPS or effort or even our Forrester CX Index are only part of the picture. You need a system to understand why those metrics change and governance and processes to prioritize issues and drive action
Looking for that silver bullet to maximize CX. There are 2 problems in this. Usually there is no silver bullet . But even if there were… Msmt is about making sure you deliver great CX, not maximize. It is about making sure you perform well on what you know are key experience elements for your customers that will create and sustain loyalty. And about finding the right level of CX.
CX is the right thing to do so people will be interested in CX metrics. No, CX is like saving being environmentally friendly. We all think it makes sense at some level but then life gets in the way. CX pros cannot rely on “sticks” to get stakeholders to use CX metrics insight, they have to make that insight relevant, specific, easy to access and appealing.
Want to be perfect right away
Boil the ocean
The seven steps to successful customer experience measurement programs and the key decisions that CX professionals need to make from selecting the customer segments and experiences to measure, to picking the right metrics, designing the data collection and setting targets for CX metrics to identifying and acting on CX issues as well as sharing CX issues