Medallia’s Post

In this article, you will read, “...companies that put the customer experience first are 60% more profitable than their competitors”, according to Deloitte research. This finding alone should be enough to mandate your organization’s customer experience activities as mission-critical, effective immediately and permanently. Sounds like a call-for-action edict? Maybe so. However, great organizations consistently outperform competitors with exceptional execution of three key activities: operational excellence, innovation, and customer intimacy. #ceo #customerexperience #exceptionalism

By connecting with customers when, where and how they desire, using personalized and data-driven insights, businesses are creating the game-changing experiences that customers demand. Join us as we count down the Top 5 #CustomerEngagement blog posts of 2023. https://okt.to/Wh164Y

Customer lifecycles, campaigns or business processes are more about your company business than your customers. When journeys take customer goals, paths and experiences into consideration, they help understand their perspective, enhance their experience, and then ultimately improve your organization success. As Forrester VP and principal analysts Joana de Quintanilha and Dr. Maxie Schmidt put it well, "Don't Let Customer Journeys Be Misunderstood" #journeymapping #customerexperience #customerobsessed

6 key tips on how to truly work customer-centric(with a template) 💡 We have now summarized the presentation "From gut feeling to customer insight: How to truly work customer-centric" and also created a template that can be used to help visualize your work in mapping out customer journeys. Don't miss out on these 6 key tips 💡

6 key tips on how to truly work customer-centric 👇

I just read an article from CXDIVE, by Kristen Doerer (Jan 19, 24) about NPS scores dropping in most industries in 2023. She said that twice as many brands saw a decrease in their NPS scores compared to 2022. This is no surprise by me as last year I continued to see that companies were laying off their entire CX teams. Just because customer experience is a new job area and has a lot of definitions of what it is, how to do it and/or how to structure the team within an organization does not mean you should get rid of it. Sometimes figuring out the hardest things can reap the biggest rewards. Getting rid of your entire CX team tells customers, you don't care or its just not a priority. Do you want that to be your message? There are many decisions that need to be made when you decide to build a customer experience practice within your organization. Who does this organization report to? What roles and skillsets are needed within the CX team? Based on the companies strategic priorities what should be their focus? Based on their focus areas, who are their cross functional partners? Once you define that, then you need to have a process that your customer experience team follows along with specific deliverables that can drive action within your organization. CustomerGauge found that a 10% increase in NPS correlated to a 3.2% increase in revenue. Dropping NPS, means a reduction in revenue. McKinsey saw that companies who focused on improving the customer experience can see an average of 5-10% increase in revenue with a 15-25% reduction in costs. I would love to help companies that are struggling with seeing an impact from their CX team. There is not a one size fits all but there are definitely ways to optimize the impact a CX team can deliver. Let's work together to continue to improve your customer experience and increase your core customer metrics. Kate Kompelien The Insight Shop, LLC kate@theinsightshopllc.com

Check out our new article about architecting strategic customer-centric designs! Customer Success! Coined in the early 2000s, it’s more than a buzzword—it’s the essence of customer-centricity. Why has this concept expanded so rapidly across all industries? Because customer centricity isn’t just a growth strategy; it’s THE primary strategy for driving value and building lasting connections. #smartbusiness #operationalexcellence #analytics https://ow.ly/AIQK50RbWsQ

Reinventing Customer Success: Fresh Strategies for Tech Enterprises In today's rapidly evolving tech landscape, the traditional models of customer success are being transformed. Companies are now embracing more dynamic and integrated approaches to not only respond to customer needs but to anticipate them, ensuring a seamless and proactive service experience. At JJK Professional Services, we are at the forefront of developing innovative strategies that enhance customer engagements and drive sustained success. Our focus extends beyond problem-solving to building a roadmap that enhances user satisfaction and retention through personalized interactions and predictive analytics. 🔍 What's New? Predictive Success Planning: Utilizing data-driven insights to anticipate customer needs and tailor services accordingly. Enhanced Engagement Models: Leveraging technology to create more meaningful interactions at every touchpoint. These initiatives are part of our commitment to not just meet but exceed the expectations of the businesses we support. For more insights and to learn how these strategies can be applied to your business, visit us at https://lnkd.in/e6B-jpf. 👉 Follow JJK Professional Services on LinkedIn for regular updates and expert advice on navigating the complexities of customer success. #CustomerSuccess #TechInnovation #BusinessStrategy

The Alexander Group recently wrapped up and unveiled the findings from our new Customer Experience Research report and the results are staggering. It showed that CX leaders achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation and amortization (EBITDA) margins. Plus, the report details common practices of top CX performers that you can use to implement your own CX strategy including: - Defining your CX vision and strategy - Using insightful tools to measure CX - Personalizing engagement - Setting segment-specific goals Read the full article: https://lnkd.in/gHR-iw5Q #customerexperience #CX #CXresearch

How do you turn raw data into stories that resonate?✨ Customer journeys are more than just data points—they’re narratives filled with challenges, emotions, and solutions. Our latest guide explores how to translate complex data into compelling customer stories that inform and engage. From Sales to Product, Customer Support to CX, data-driven stories help teams make informed, customer-centric decisions.🎯 Dive into the full article and start transforming your customer data into impactful stories: https://lnkd.in/dMhS5E5b