ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. 4 Steps to Customer Experience ROI. Stream post-purchase data to appropriate groups. Data is only as valuable as the actions it drives. Make sure each group knows how to interpret and act on the data. Why wait to conduct a survey?

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

InMoment XI

FEBRUARY 24, 2022

Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? And eventually, how those metrics directly inform the important touchpoints in that journey.

Tips 493

Tips ROI Metrics Touchpoint 493

InMoment XI

JULY 19, 2023

They bring a unique blend of expertise, combining data analysis, strategic thinking, and a customer-centric mindset. However, achieving exceptional customer experience requires a dedicated focus on understanding and addressing customer needs and expectations at every touchpoint.

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

InMoment XI

FEBRUARY 12, 2024

Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. Instead of concentrating on data consolidation, CX integrations emphasize the interoperability of software solutions.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

Hello Customer

NOVEMBER 17, 2020

the easiest means of obtaining feedback is customer touchpoint surveys. Touchpoints are interactions between businesses and customers that occur during the customer's journey. You could also add an “anywhere” touchpoint that anyone could fill out, simply by clicking a link. Meet Website Touch Points!

Touchpoint 98

Touchpoint Feedback Survey ROI 98

InMoment XI

AUGUST 15, 2023

Predictive analytics tools are the modern-day wizards of data-driven decision-making. They harness the power of advanced algorithms and historical data to forecast future outcomes. By capturing and analyzing customer data across various touchpoints, businesses gain a comprehensive view of their customers’ journeys.

Analytics 260

Analytics Tools Customer Experience Retail 260

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. The question on everyones mind is: How can I prove the ROI of CX to my executive teams?

ROI 123

ROI NPS Metrics Financial 123

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics?

Analytics 260

Analytics Examples Customer Experience Effort Score 260

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. Why Are Contact Center Analytics Essential?

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Hello Customer

NOVEMBER 17, 2020

the easiest means of obtaining feedback is customer touchpoint surveys. Touchpoints are interactions between businesses and customers that occur during the customer's journey. You could also add an “anywhere” touchpoint that anyone could fill out, simply by clicking a link. Meet Website Touch Points!

Touchpoint 52

Touchpoint Feedback Survey ROI 52

Clarivate

MARCH 7, 2017

At some point during the implementation of your Customer Experience (CX) strategy and plan, you will be asked to show a Return on Investment (ROI). While it is true that there is value in improving the customers’ experience, what is really important is to know where to prioritize your efforts in order to get the best ROI for your company.

Customer Journeys 40

Customer Journeys Touchpoint ROI Report 40

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. Customer touchpoints vs. journeys. Let’s take a deeper look at customer experiences by distinguishing between touchpoints and a journey.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Feedbackly

SEPTEMBER 26, 2023

As customer journeys have only evolved to be more complex with an increasing number of channels and touchpoints, the complexity of customer behavior can stem from a multitude of factors. Data-Driven Emotional Understanding Customer emotions could seem difficult to measure.

Management 98

Management ROI Touchpoint Comparison 98

Opinionator

JANUARY 8, 2021

The ROI (return on investment) of customer experience for a business is undeniably high. Calculating the ROI of CX is usually measured as a ratio between net profit over a set period and the cost of the initial or recurring CX investment. This data was focused primarily on subscription loyalty.

ROI 52

ROI Customer Experience How To Customer Journeys 52

Lumoa

JUNE 30, 2022

The research on customer experience value speaks for itself: Research from Dimension Data reports that 84% of companies who invest in customer experience report seeing an increase in revenue and 92% of them see an increase in customer loyalty. Lack of good data. Contact rate. Competing strategic priorities.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Yet putting a monetary return on individual investments is much more difficult – for example research by Nielsen found that just 8% of CX leaders in South East Asia were able to prove the ROI of their closed loop feedback programs.

ROI 63

ROI Financial Self Service Customer Experience 63

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Typically, this data lives in multiple systems and is only looked at by the teams that collect it ( and unfortunately, sometimes not even them!).

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Connecting CX to ROI. Any of the data that you get from surveying customers about how they feel belongs in this category.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

ClientSuccess

MAY 14, 2019

Determining where and how to spend our time, even with the best intentions and data, can sometimes be a struggle. When I do this, I focus primarily on return on investment (ROI) whether it be success criteria or desired outcomes. Valued Engagement Touchpoints. If a customer’s renewal were tomorrow…would they renew?”.

Touchpoint 45

Touchpoint Customer Success Engagement Strategy 45

TechSee

JUNE 10, 2021

Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. Deal with Data Analytics. That’s a lot of data and information being shared.

Self Service 207

Self Service Innovation Analytics Transportation 207

Gainsight

JULY 10, 2023

Collaborate With Marketing to Expand Digital Touchpoints A common concern regarding the use of email in scaled CS programs is the risk of over-messaging customers. Regular audits of communication touchpoints and collaboration with Marketing teams help ensure that messaging remains coordinated and tailored to customer needs.

Self Service 52

Self Service How To Roadmap ROI 52

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. Do you start the journey map by analyzing data and establishing benchmarks to improve upon? What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

GetFeedback

SEPTEMBER 20, 2019

In your VoC program, there are two types of customer data that you should collect: structured data and unstructured data. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. CSAT and CES are touchpoint surveys. It’s a short-term satisfaction metric for customer experience.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

ECXO

JUNE 11, 2023

Is your customer data out of date? Are there any data gaps you need to fill? Start with with your customers Conduct thorough research – revisit your customer data to understand your target audience, their needs, and preferences. Is your customer data out of date? Are there any data gaps you need to fill?

B2B 130

B2B B2C Touchpoint Customer Journeys 130

Lumoa

NOVEMBER 10, 2021

The customer experience constitutes various touchpoints from the beginning, middle, and end of the customer journey. Surveys, reviews, and feedback forms can help you collect data about how customers feel about your processes, products, and services. You can accomplish this feat by focusing on your customer experience design.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Building your own CX ROI model.

ROI 40

ROI Measurement Customer Experience Effort Score 40

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. Do you start the journey map by analyzing data and establishing benchmarks to improve upon? What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. Do you start the journey map by analyzing data and establishing benchmarks to improve upon? What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

TechSee

MARCH 24, 2021

It’s a journey that enables organizations to add vision to more touchpoints, use cases, and departments over time, while automating repetitive tasks. There are many touchpoints, and the starting point for one organization can be different from another’s. It all starts with finding the right visual engagement platform.

Self Service 109

Self Service ROI Touchpoint Engagement 109

CloudCherry

DECEMBER 1, 2018

CloudCherry uses very specific journey mapping, reporting, and analysis from a beginning-to-end member experience to show how data can drive change, improve employee action and delight the member, whether it be a normal visit to withdraw or deposit funds or a new customer obtaining a new checking account or opening a business loan.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

CloudCherry uses very specific journey mapping, reporting, and analysis from a beginning-to-end member experience to show how data can drive change, improve employee action and delight the member, whether it be a normal visit to withdraw or deposit funds or a new customer obtaining a new checking account or opening a business loan.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

ClearAction

JUNE 29, 2023

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn. US ET): Are 2010s Practices Shrinking Your CX ROI?

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

Gainsight

JUNE 27, 2023

By incorporating digital touchpoints and key elements of Digital Success into onboarding processes and throughout the customer journey, organisations can achieve operational efficiency and free up Customer Success Managers (CSMs) to focus on more strategic initiatives.

ROI 52

ROI Return on Investment Touchpoint Leadership 52

TechSee

APRIL 26, 2021

These touchpoints through systems, services, and products ultimately foster brand loyalty and strengthens relationships with the brand – all benefits that drive revenue. This journey involves several stages where vision is added to more touchpoints, use cases, and departments over time while automating repetitive tasks.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

ClientSuccess

JANUARY 24, 2023

These include: Product Usage Customer Sentiment Customer Advocacy Customer Engagement Customer Relationship Customer ROI The graphic below shows an example of the six metrics in action. With ClientSuccess , customer success teams can confidently track valuable metrics and data while tracking customer touchpoints and communications.

Metrics 89

Metrics NPS eBook Customer Success 89

Gainsight

JULY 6, 2023

Craft the Digital Journey With In-app Engagements A core component of Digital CS is identifying key touchpoints in the customer journey and then leveraging in-app engagements to deliver the right information to users at the right time—automatically. This data provides deep insight into how customers adopt and value your product.

Touchpoint 52

Touchpoint B2C Omni-Channel Tips 52