ClickFox's Customer Experience Analytics Blog

ClickFox and Merced Systems today announced a partnership delivering visibility into the customer-agent-organization relationship. This combination of comprehensive cross-channel customer behavior insight from Clickfox with the sales and service optimization solutions in Merced Performance Suite will align customer experience with agent performance and revenue optimization goals for large enterprise customers. Says, ClickFox CEO, Marco Pacelli:

“In our customer base and in the overall marketplace we are seeing increased demand to quickly and efficiently provide data not only to optimize the customer experience but also to drive more revenue from service operations. Our relationship with Merced Systems delivers on this demand by enabling organizations to align customer behavior and preferences to sales and service strategies so they capitalize on every interaction to dramatically increase loyalty and revenue.”

Read the full press release here.

Find out more about Customer Experience Analytics in the Utilities, Finance and Retail industries here.

There are so many terrific blogs related to customer experience that we decided to add a monthly update to our blogroll with some of the stand-outs. Here are our recommendations for March 2010:

1. Think Customers: The 1to1 Blog – Written by the editors of 1to1 Magazine, this blog main focuses are customer experience and the concept and applications of customer loyalty.

2. The Perfect Customer Experience – Written by Dale Wolf, this blog focuses on customer experience marketing, marketplace conversations, social media and demand generation. They define the perfect customer experience as one which results in customers becoming advocates for the company, creating referral, retention and profitable growth.

3. Customer Experience Crossroads – Written by Susan Abbott, this blog is about branded customer experiences and how to create them. You’ll find some great out-of-the-box ideas and topics here.

Check out our ever-expanding blogroll here.

Know another great customer experience blog? Please let us know in the comments section and we’ll include it in one of our future updates.

CustomerThink has published a post by ClickFox’s CEO, Marco Pacelli, titled “Get Past the Yes Man.”

It’s every executive’s fear: Their direct reports paint a picture of healthy, high-performance business segments. But in reality, these reports are downplaying the major issues and the executives have no reliable source to give it to ‘em straight.

Getting a complete view of how a customer interacts with a business – online, in retail sites, and through call centers – is one of those executive blind spots, mostly because the rich data that each department measures is locked in organizational and information silos.

Follow this link to see the complete article.

To find out more, join us for our next webinar on March 18th at 1pm EST, featuring Forrester analyst, Bruce Temkin, titled “Understand your Customers as Individuals, Not Individual Transactions”.

CRM Magazine today released their choices for The 2010 CRM Service Awards and ClickFox has been recognized with the Rising Star Award. The editors of CRM Magazine explain that the CRM Service Awards are designed to remind us that technology plays a critical role in the customer experience. Even in those rare moments when we do have choice, we’d better also have the benefit of information, lest we squander it. That probably makes information one of the cornerstones of service, as well. Describing the Rising Star Awards, they say:

In their short lives they’ve been able to empower and enable the delivery of high-quality service to their clients’ customers.

What’s more, this year’s winners have accomplished that feat during a period of economic recession, a trying set of circumstances that have hamstrung companies 10 times their size and resulted in lasting repercussions not only with startups but with their current and prospective clients as well.

In the article about ClickFox, Keith Dawson of Frost & Sullivan is quoted:

“I was impressed when ClickFox took apart its application and tuned it to specific applications aimed at specific business processes,” says Keith Dawson, principal analyst for information and communication technologies at Frost & Sullivan. “When you do that in a space that has had trouble getting traction—like analytics—it’s a sign that there’s a realization you need to actually produce the goods and not just talk about them.”

To read the complete article click here.

Join us for our next webinar featuring Forrester analyst, Bruce Temkin, titled “Understand your Customers as Individuals, Not Individual Transactions”.

1to1 Magazine today published an article titled “What’s Wrecking Your Customer Experience” where they explained four strategies companies can use to navigate their way to customer experience excellence. Anna Convery, ClickFox CMO, was one of the interviewees quoted in the article:

Anna Convery, chief marketing officer at customer experience analytics company ClickFox, says she is beginning to see more chief customer officers and the like who sponsor customer experience projects. But it’s not yet commonplace. “There is a lot of talk about the customer experience at the C-level, but not a lot of folks putting their shoulder to the wheel,” she says.

“Traditionally analytics have been pushed up from each department,” adds Convery of ClickFox. “But as you bring metrics up to the C-level, it means that the organization understands the importance of the customer experience.”

Convery also recommends a focus on metrics around customer acquisition, retention, and growth, which all have bottom-line impact. In addition to new customer volume and share of wallet numbers, however, she advises going deeper into the data:

• What causes customers to churn? Look at 90-day pre-churn behavior to identify other potential churners and save them before they go.
• What’s the best way to onboard a new customer? Follow good customers and create a model of their first 30-day experience to create other good customers from day one.
• How does self-service impact the customer experience? Map customer experience, customer satisfaction, and loyalty metrics against self-service. Are the experience metrics the same, better, or worse if customers use self-service channels?
• What are surveys really telling us? Pay close attention to user surveys not just to look at results, but to see what customers tried to do and where the experience broke down.

Ultimately, it’s what you do with the data that will decide if your company creates or avoids a customer experience pitfall. “The data may be there, but as an organization if you’re not ready to implement change, it becomes merely an academic result,” Convery says.

To read the entire 1to1 article click here (login required).

The article also quotes Forrester analyst, Bruce Temkin, who will be featured in our next webinar. To register for the webinar titled “Understand your Customers as Individuals, Not Individual Transactions” click here.

Register NOW!

Understand your Customers as Individuals, Not Individual Transactions – Featuring Bruce Temkin

Thursday, March 18^th 1:00 pm EST

Forrester analyst Bruce Temkin estimates that customer experience quality could cause swings of $242 million for a large bank and $184 million for a large retailer, but also notes that one of the biggest challenges to success is a lack of cooperation across the organization. Chances are, you already know how customers interact  in stores, on web sites or with call centers, but looking at these interactions independently of each other creates huge ‘blind spots’ resulting in increased operations costs and customer churn. Connecting the dots between service channels delivers a complete picture of customer experience, not just several individual snapshots, for true customer-centric improvement strategies.

Join Bruce Temkin and ClickFox CMO Anna Convery to learn how best-in-class companies are applying a cross-channel approach to customer experience to:

• visualize customer experience across all retail, web, voice self service, and live agent interactions
• apply the appropriate mix of highly efficient, lower cost customer service options
• build a behavioral model for deep analysis into customer paths, trends, and preferences
• understand the direct impact of experiences on CSAT, churn and future buying behavior
• predict and proactively respond to potential churn with highly effective retention strategies

Attendees will hear several powerful case studies illustrating how cross-channel customer experience analytics is delivering multi-million dollar insights and enabling organizations to finally understand their customers as individuals rather than a series of individual transactions.

Register NOW!

You can also watch a replay of our previous webinar with Bruce Temkin, Finding Your Competitive Advantage with Customer Experience Analytics, here.

ClickFox is proud to sponsor the 22nd annual ‘On Wings of Hope’ gala and the continuing efforts of the Hope Heart Institute. The live auction event raises money for cardiovascular research and education to make heart disease – America’s No. 1 cause of death – more treatable, beatable, and preventable. The gala will take place on Feb. 20th at 6pm PST in Seattle, WA. For complete details click here.

To read more about how ClickFox is providing continuing support to national and local community and charitable organizations, click here.

ClickFox announced today that it has signed a multi-year contract with a leading Fortune 500 energy company to analyze several million monthly customer interactions across a variety of service channels. The organization will use ClickFox CEA to track and analyze customer behavior across their web site, interactive voice response (IVR) system and call center (including agent desktop, call routing and electronic dialogue) to get a complete picture of the full experience from the customer’s point of view.

Says Marco Pacelli, ClickFox CEO:

“This new relationship further deepens ClickFox’s domain expertise in the energy industry and adds to an already impressive roster of Fortune 500 utility companies. With the addition of this customer, we now have insight into customer behavior for nearly 40 million energy consumers in the US, enabling us to focus on the most critical areas impacting their experiences and develop industry best practices for cross-channel customer experience excellence.”

Read the full press release here.

You can also read a Utility Industry Case Study or our Utility Industry Brief.

We’ve added a few links on the right hand side of the blog and wanted to point them out to our readers. They are in alphabetical order and here’s a short description of each one:

Customer Experience Matrix – Written by David Raab, a consultant specializing in marketing technology and analysis, this blog presents information about technologies and business issues that help your organization make the most of every customer interaction.

Customer Experience Matters – Written by Bruce Temkin, Vice President & Principal Analyst at Forrester Research, this blog focuses on customer experience and is Bruce’s personal blog and not associated with his employer, although it does reference much of his research.

Customers Rock! – Written by Becky Carroll, long-time customer advocate and someone who is passionate about social media, marketing, and the customer experience, this blog focuses on customers, their experiences, and how businesses can make sure their customer experiences rock!

CustomerThink – Written by several contributing authors, CustomerThink is a global online community of business leaders striving to create profitable customer-centric enterprises. Their main areas of coverage are Customer Relationship Management, Customer Experience Management and Social Business.

These are just a few of the many blogs that focus on the customer experience. Would you like to be included in our blogroll? Do you know of another terrific blog that we should be aware of? Please let us know in the comments.

And in case you missed it, you should view the replay of our webinar with Bruce Temkin: Finding Your Competitive Advantage Using Customer Experience Analytics.

Last week at Amdocs’ Partner Sales Organization annual partner event in Las Vegas, ClickFox was recognized as ‘Emerging Partner of the Year’. As a strategic partner of Amdocs for over a year, ClickFox offers the only true cross-channel software solution on the market, enabling unparalleled visibility into customer experience for improved operational efficiency, customer satisfaction and customer retention. Says Marco Pacelli, ClickFox CEO:

“ClickFox is honored to be recognized by Amdocs as an emerging partner. We look forward to expanding our reach into the marketplace as one of the only combined solutions that delivers insight into today’s complete, end-to-end customer experience.”

Read the full press release here.