Whitepapers

Whitepaper

Customer Experience Strategy: Get It Right To Drive Success

Aberdeen Group This Aberdeen Group report highlights best-practices companies must put in place when designing and executing a top-notch customer experience strategy.

Whitepaper

Customer Journey Mapping: Lead The Way To Advocacy

Aberdeen Group Companies that do journey maps right drive eye-popping ROI, including things like 200 percent more employee engagement, 350 percent more revenue from referrals, and more. Learn how, in this free Aberdeen Group report.

Whitepaper

Customer Journey Mapping Toolkit

To better understand and serve customers, companies need to start thinking with an outside-in approach. Our Customer Journey Mapping Toolkit will help you jumpstart capturing insights, driving action and making immediate improvements. 

Whitepaper

What Every CIO Must Know to Bridge the Customer Experience Technology Gap

With IT being the only group with end-to-end visibility of customer related data, CIOs are in a unique position to improve customer experience from both the customer’s and the business’ perspective.

Whitepaper

The Customer Experience Value Chain: Paving The Way to Advocacy Report

Aberdeen Group This Aberdeen Group report will provide a detailed look into the customer experience value chain, its building blocks, and how companies can successfully manage it to achieve Best-in-Class results.

Whitepaper

Customer Journey Mapping: 10 Tips for Beginners eBook

Get the Customer Journey Mapping: 10 Tips for Beginners eBook to avoid common pitfalls, and boost success.  

Whitepaper

10 Trends Shaping the Future of Customer Experience

Rapidly changing customer expectations are already raising the bar for companies everywhere – including yours. Anyone responsible for any aspect of B2B customer or consumer experience needs to understand how today’s mobile-first, omni-channel world is bringing significant changes to the way companies structure their customer service, their infrastructure, and even their hiring strategies. Our newest whitepaper highlights ten customer experience-related trends that your company should watch to...

Whitepaper

Proving ROI on Customer Experience

"Great idea. But what’s the ROI?" It’s the question executives love to ask and you'll love to answer–after reading this free whitepaper on proving (and maximizing) your ROI on customer experience.

Whitepaper

Your customers are changing: Do you know what they expect?

How touchpoints are driving shifts in distribution, feedback and marketing channel control to alter the landscape of customer experience forever. In the digital era of constant change, companies are struggling to maintain control over many aspects of the customer experience. Distribution channels impact how buyers receive information, make decisions, and how they feel about the brand. As distribution channels shift, so must a company’s touchpoints with that customer.

Whitepaper

Changing the stories bank customers tell themselves: why they leave and how to keep them.

How bank marketers can boost loyalty by understanding emotions and changing the customer experiences that drive defection. As an industry, banking typically lags way behind in customer experience and retention. But dramatic improvements are possible if you know what to do. That's where our expertise comes in.

Whitepaper

Are Your Touchpoints Pushing Customers Out the Door?

Underperforming or missing touchpoints are the root of nearly all customer experience issues. This whitepaper shows you 7 ways to identify and fix touchpoint problems before your customers simply walk away. Many companies stub their toe just getting started on improving their touchpoints. They don't know what journeys customers take, what the touchpoints are, or what customers think about them. At the other end of the spectrum are companies that have the data, but just need to get unstuck. This...

Whitepaper

Do Happier Employees Really Help Create Happier Customers?

Employee experience can directly impact customer engagement... and your bottom line. No one can argue that happy customers aren’t vital to business success. But great customer experience doesn’t just happen. It requires engaged employees who understand your customers and the role they play in delivering a great customer experience.

Whitepaper

Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expectations of Your Customers

There is a storm of digital disruption underway affecting companies of all sizes and industries. From social influence to pervasive memory, digital sensors and the physical web, companies must learn to harness these forces to remain relevant and better serve ever-smarter, digitally enabled customers.

Whitepaper

Understanding touchpoints and your customer relationship lifecycle

MCorp's free whitepaper helps you increase acquisition, retention, and loyalty by retooling your customer lifecycle stages. Every customer relationship lifecycle is unique—to your institution, your industry, or both. But no matter the stages that define yours, it's fundamentally tied to brand awareness, customer acquisition, experience, retention, and churn.