Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? But the revenue impact of customer satisfaction can and must be measured.

ROI 59

ROI Customer Experience Self Service How To 59

Natalie Petouhof

FEBRUARY 9, 2016

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. that timeline could be weeks or months.

Customer Care 40

Customer Care ROI Training Report 40

Interactions

JUNE 13, 2019

However, with the right technology, ROI and cost efficiencies can be just as transformational as an IVAs impact on customer care. Together, increasing revenue, decreasing costs, increasing operational efficiency, and maximizing customer loyalty can drive tremendous financial benefits to a business.

ROI 63

ROI Contact Center Chatbots Survey 63

InMoment XI

OCTOBER 28, 2021

The org is also supported by IT and the technology platforms—such as apps and websites—that customers can use, as well as the internal systems that enable employees to deliver a great experience. And of course, Customer Care is the safety net if something goes wrong along the way. The organization component here is key.

CRM 493

CRM Airlines Government ROI 493

Opinionator

JANUARY 8, 2021

The ROI (return on investment) of customer experience for a business is undeniably high. In fact we have previously said that ‘ Customer Experience is Everything ‘ Even a small increase in positive customer experience (CX) can propel revenue to new heights, increasing company profits considerably. Advertising.

ROI 52

ROI Customer Experience How To Customer Journeys 52

Lithium

SEPTEMBER 7, 2022

Digital customer care can meet and exceed your original ROI projects in several ways. However, poorly implementing a digital Care system can cost hundreds of thousands of dollars annually in wasted time and low NPS scores. For additional resources on the Khoros Care Platform, please visit these resources below!

ROI 52

ROI Social Media Effort Score Chatbots 52

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

Lithium

AUGUST 3, 2022

Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. We sat down with Matt Deluca, Khoros Director of Strategic Services, to better understand when cost-cutting makes sense, and how to understand the varying ROI of the marketing world. Parker Hicks.

ROI 52

ROI Marketing Social Media Advertising 52

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. Customer care extends far beyond the traditional call center. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That is what customers reward. What is a value chain?

ROI 48

ROI Effort Score Customer Journeys B2B 48

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 40

ROI Report Self Service Customer Service 40

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Here are the radical changes I believe will be VoC of the future: (1) Let customers and employees give you feedback anytime , anywhere, any way. Value Chain Solution to VoC ROI.

ROI 54

ROI Feedback Survey Financial 54

ClearAction

JANUARY 28, 2015

Exploring the Elusive ROI of Customer Experience Management. Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one. The Focus on Profit Growth.

ROI 48

ROI Customer Experience Management Customer Experience Management 48

Vonage

APRIL 25, 2019

And although they should love engaging with customers, if the social customer care team sits within a customer service or operations group, it is likely going to be held to certain cost standards that will limit the extent to which increasing service inquiries is possible.

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Addressing one at a time can help you save one customer at a time from defecting to your competition.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

BlueOcean

JULY 16, 2019

One that can wow your customers while simultaneously delivering an unparalleled ROI? That means greater buying power when your outsourced customer care team is located in Canada. Pro Tip: Ask bidders to provide walking and biking scores for the location where they plan to house your customer care team.).

Contact Center 174

Contact Center Sports Culture ROI 174

Stella Connect

JUNE 15, 2017

Mystery shopping employed in isolation (without the benefit of subjective data) provides only one angle on the customer experience, which leaves a lot to assume or guess. If your employees are complying with brand standards 100% but your customers aren’t satisfied, what’s the problem? Mystery shopping alone can’t tell you that.

ROI 40

ROI Measurement Brands Omni-Channel 40

BlueOcean

OCTOBER 23, 2019

In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Cost Factors in Major Urban Centers . The More Affordable Alternative.

Customer Service 136

Customer Service Contact Center Transportation Customer Care 136

Comm100

DECEMBER 14, 2017

The former get a new perspective and insight, while the latter appreciate the work going into the customer experience. Measuring ROI on Customer Experience Projects. Without measuring return on investment, customer experience improvement projects will be too expensive for many companies. Customer Experience Metrics.

Strategy 226

Strategy Customer Experience How To Effort Score 226

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. This is how a brand does stellar customer engagement. For customer Care, it’s quite simple. All of these turn directly into cost savings and higher ROI by deflecting calls to your contact center.

Hospitality 52

Hospitality Brands Travel Airlines 52

Lithium

DECEMBER 28, 2020

So how can your brand stand out in the areas your customers care about? For example, 88% of brands think they are engaging with customers at every point of need, but only 15% of customers say they regularly see brands engaging with them. Proving the ROI of customer engagement is possible. Yes, numbers.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Thank you for finding time for it.

ROI 52

ROI eBook Feedback Survey 52

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Thank you for finding time for it.

ROI 52

ROI eBook Feedback Survey 52

CSM Magazine

MARCH 16, 2016

Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI. Innovation. Progression. That’s Field Service. Experience tons of sessions, interactive learning, guest speakers and keynotes, all in beautiful Palm Springs.

Customer Care 40

Customer Care ROI Innovation Meeting 40

InMoment XI

AUGUST 22, 2022

Encourage Cross-Sell and Upsell: 41% of customers are more loyal when they interact with employees with positive attitudes. Decrease Cost to Serve: Higher-quality experiences mean fewer calls to customer care and a subsequent reduction in call center costs. Companies with engaged employees are 21% more profitable.

Employee Experience 260

Employee Experience eBook Employee Engagement Call Center 260

BlueOcean

SEPTEMBER 30, 2019

Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customer care volume. And it doesn’t take a rocket scientist to figure out that vacant space has a negative impact on ROI.

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. To further ensure a positive customer experience, quality scores represent 50 percent of each agent’s individual performance scorecard.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

InMoment XI

NOVEMBER 2, 2021

Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. Four Ways to Prove CX ROI (and Assets That Show You How). Truly customer-centric companies can easily reach and maintain these percentages. And if that sounds familiar to you, that’s okay! Look no further! Let’s dive in!

ROI 260

ROI Customer Retention Infographics eBook 260

Conversocial

MARCH 26, 2021

To make sure as many potential customers know about it as possible. It’s never quite that simple though, there are always improvements that can be made to achieve the perfect balance of excellent ROI, low CPL and high sign-up rate.

Engagement 110

Engagement Advertising ROI How To 110

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. Don’t waste the time, energy, money on creative, content and campaigns without taking into consideration if you are solving your customer care issues. Speakers: Jessica Woodbury, Sr.

Customer Care 40

Customer Care Social Media Connections Marketing 40

Natalie Petouhof

APRIL 26, 2016

What’s interesting – and if you follow me, you know I am an ROI gal – is that GM was able to trace their social interactions to actual car sales. This new case study shows the depth and strength of how GM is taking advantage of what social media can provide to the business.

Social Media 40

Social Media Self Service Engagement ROI 40

ShepHyken

JANUARY 28, 2024

That means organizations increasingly have to justify spending and show a clear path to ROI to protect their investments. My Comment: After all the research that has come out about customer experience and service being as important as the products companies sell, it surprises me that some organizations still feel CX is a discretionary spend.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

Lithium

JULY 7, 2022

ROI's of high SEO scores on communities. Traffic drives sales, questions, answers, and authentic customer engagement with your brand. Thanks to SEO, customer care agents' volume could be reduced by having engaged community users answering frequently asked questions.

Social Media 98

Social Media ROI Brands Sales 98

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

NetBase

JULY 25, 2019

manage their customer care. and generate exceptional ROI. Online in general, informed by social media analytics, offers brands and agencies the ability to generate greater opportunities and ROI overall (both short and long-term savings). Social Media Analytics ROI Disconnect. monitor brand heath. respond to crises.

Social Media 65

Social Media Report Survey Marketing 65

NICE inContact

MAY 12, 2017

In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. Contact Centers 2020 : This session was part of a special conference-within-a-conference called Communications & Collaboration 2020.

Contact Center 120

Contact Center Connections Conference Case Study 120

COPC

NOVEMBER 5, 2021

Plus, they can potentially convert and retain their organization’s customers if they have a positive experience. When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52