Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Alida

NOVEMBER 25, 2016

This raises the question: What is the ROI of customer intelligence and how do you measure it? Others use feedback to help advertising partners prove campaign ROI, which strengthens partnerships and increases ad sales. Research from this one study alone drove more than $500,000 in advertising sales and $3.2

ROI 100

ROI Measurement Brands Net Promoter Score 100

AskNicely

MARCH 30, 2017

That’s where Net Promoter Score (NPS) surveys can come to the rescue. Using NPS surveys – you can achieve all of the above and more. This post is the first in a eleven part series, where we’ll cover everything you need to know about NPS surveys and ultimately, how you can improve customer service, success and satisfaction.

NPS 150

NPS Net Promoter Score Customer Satisfaction Survey 150

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? You need the quantitative ROI to make a strong business case and obtain approval for continued investment.

ROI 59

ROI Customer Experience Self Service How To 59

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Do we believe “the purpose of Marketing is to maximize revenue leads for Sales” as 70% of CEOs now expect? 1 2018 NPS® & CX Benchmarks Report , CustomerGauge.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Gainsight

OCTOBER 19, 2023

Companies are also recognizing the value of CS Operations to drive efficiency and further ROI from the CS organization. The Responsibilities of CS Hold Steady As in previous reports, CS continues to have the same primary responsibilities: customer retention, customer outcomes, product adoption, and expansion.

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

Wootric

DECEMBER 17, 2018

If you’ve got a decentralized business structure, you’re likely creating performance reports for your various branches/franchises. These may already include sales/revenue numbers and other key performance indicators, but leave out reporting on customer feedback. How are you reporting VoC data to your product team?

Trends 61

Trends Report Feedback NPS 61

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. The Three Areas of ROI. This often gets translated into the following business text: SALES! MORE SALES! This means more revenue without more sales or more customers. Absurd, right?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Gainsight

AUGUST 31, 2020

While their recent NPS score of 73.8 is incredibly amazing by itself, the underlying game-changing story lies in: How ServiceChannel obtained a 52% response rate on their NPS Survey. This allows facilities managers to drive significant brand equity and ROI for their organizations without outsourcing or investing in new infrastructure.

NPS 52

NPS Effort Score Survey Roadmap 52

Beyond Philosophy

NOVEMBER 10, 2014

JD Power and Associates reported that the annual premiums paid by customers that switch insurance providers amount to $7.6 A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. The amount of Customers that leave does not represent small amount of business. 26 August 2014. < www.jdpower.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ShepHyken

FEBRUARY 18, 2020

Confirmit’s recent report indicates that a very small number of businesses expect their investment in CX to increase in 2020. Instead of thinking about ROI, instead think of ROX—return on experience. Improving your NPS rating alone will not necessarily lead to an increase in sales.

Multi-Channel 116

Multi-Channel ROI Leadership NPS 116

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. Just pick your survey types, be it NPS, CES , onboarding, CSI, or SSI, customize it in your brand colors, and you can launch a survey in just 3 minutes.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Experience Investigators by 360Connext

JANUARY 7, 2020

I am NOT seeing headlines claiming this year will be “The Year of Sales” or “The Year Payroll Finally Wins” because it’s accepted that selling is an ongoing part of any business and you can’t put payroll on a short-term timeline. A lot of CX teams report on individual metrics as a cause for celebration.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

delighted

SEPTEMBER 8, 2021

I spent my first seven years in sales at a Fortune 50 bank and then moved into customer service. Did you take anything away from your sales experience that influenced your career in customer experience? When I was in sales, revenue was King. In customer service, you can’t show revenue success the same as you can in sales.

Customer Experience 93

Customer Experience Net Promoter Score Healthcare Apparel 93

Gainsight

JUNE 21, 2022

Improving user NPS with success plans. Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. To accomplish this, your CSMs become the eyes and ears of your Sales arm, whether they close the deal or not. . versus $0.63

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. There is an array of metrics to choose from, but three that you will see come up time and time again are Net Promoter Score (NPS) , Customer Effort Score (CES) , and Customer Satisfaction Score (CSAT).

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Gainsight

FEBRUARY 9, 2022

Who should Customer Success report to? Your Customer Success Reporting Structure: The Customer Success leader should report directly to you – no question. As such, I’d recommend Sales continuing to own renewals at this stage. Expansion Ownership: For the same reasons, Sales should continue to own expansions.

Customer Success 52

Customer Success Chief Customer Officer Report Sales 52

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. I was pleasantly surprised to not only get a quick response but also a chance to speak with a sales operations analyst where I was able to provide them with detailed customer feedback. I tried that to no avail.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Gainsight

APRIL 15, 2022

For Sales, the biggest change in a customer success model is the need to sell to the right customer, instead of just any customer. Customer lifetime value (LTV) is now more important than quarterly sales. And word of mouth—think Net Promoter Scores (NPS)—will generate more high-quality leads than cold calling ever did. .

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. This demonstrates how customer-centricity benefits everyone, from marketing and sales to product development.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. This demonstrates how customer-centricity benefits everyone, from marketing and sales to product development.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. This demonstrates how customer-centricity benefits everyone, from marketing and sales to product development.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

ShepHyken

JULY 31, 2020

In fact, co-browsing-aided support conversations are so successful that satisfaction ratings from a recent Forbes report reflected a high of 89.3%! As Julie’s usage grew by 50%, Amtrak saved $1 million in customer service costs and realized an 800% ROI. Let’s take Acquire, for example. Give Personalization with Live Chat.

Customer Experience 108

Customer Experience Customer Service Net Promoter Score Self Service 108

Thematic

FEBRUARY 27, 2024

When you're asked to prove ROI, that's often when things get tricky. Sure, you might still get sales, but it's like driving with a flat tire - you're getting somewhere, but it's a bumpy ride! It's a Team Effort: Did sales spike due to a killer new product, excellent marketing, or your improved checkout?

ROI 62

ROI Report Customer Experience How To 62

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. Finally, there’s the ongoing cost of maintenance and reporting.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

Thematic

FEBRUARY 27, 2024

Sure, you might still get sales, but it's like driving with a flat tire - you're getting somewhere, but it's a bumpy ride! It's a Team Effort: Did sales spike due to a killer new product, excellent marketing, or your improved checkout? Now you can measure how happier customers = more sales.

ROI 62

ROI Report Customer Experience How To 62

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. Read Shep’s latest Forbes Articles: 57% Of Sales Reps Missed Their Quotas Last Year.

Case Study 81

Case Study ROI B2B Study 81

BirdEye

MARCH 9, 2021

There are more dashboards, reporting, spreadsheets and presentations focused on harvesting customer data than ever before. Then, a few weeks later we saw it in our sales data”. We were fortunate that data analysis of our customer reviews brought that feedback to our attention, and then our sales data backed it up.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

Gainsight

SEPTEMBER 28, 2022

But maintaining balance and prioritizing feedback is critical to your ability to continue innovating while also maintaining the intuitive (dare I say “simple”) product experience that your users demand and the NPS scores that your executives expect. How to keep things simple. Keeping things simple while growing a business is hard.

How To 52

How To Roadmap NPS Fashion 52

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). Use CSAT at key points in the sales process. After inbound sales calls, for example, prospects can share how satisfied they were with the conversation. It’s truly a win-win. Free CSAT Calculator.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Customer Bliss

DECEMBER 20, 2016

Sales Enablement. sales, marketing, operations, etc.), There are different views on NPS; some love it, some hate it, some are indifferent. What I liked about Amy’s approach is that she introduced NPS as way more than just a number. It’s a good metric but it can’t just be a number you report out.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product. An Intense Focus on Outcomes and ROI.

Trends 74

Trends Customer Success Effort Score ROI 74

Centercode

OCTOBER 23, 2020

Centercode’s platform and methodologies make it easy to collect net promoter scores (NPS), pre-release reviews, and these other forms of useful qualitative data that enable you to improve the user experience before your product hits the market. Read the Centercode ROI Report. Exceeding Customer Expectations.

Net Promoter Score 80

Net Promoter Score Return on Investment User Experience ROI 80

Zeisler Consulting

AUGUST 17, 2020

In fact, if all you’re doing with your CX data is reporting it up to leadership, it’s not likely to be doing much good. First of all it’s a waste of your analyst’s time and effort to simply report it up the chain or put it on a pretty slide if you’re not going to act on it. The perspective comes down to prioritization, really.

Resources 72

Resources ROI Customer Centricity NPS 72

Gainsight

APRIL 14, 2022

In fact, even if you keep your sales, marketing, and product efforts static, you’d see improvements to your NRR if you invest in customer success. Demonstrate the ROI to Increase Corporate Spend in CS and CS Ops teams. Why NRR Matters. Companies that invested 10 percent of revenue in customer service saw the highest NRR.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

ChurnZero

OCTOBER 30, 2020

Customer Success Compensation Catches Up to Sales. For a long time, Customer Success and Sales have been working together but not in equal footing,” says Mehta. “In In the next three to five years, compensation between Customer Success and Sales will become close to equal.”. Customer Success drives a double benefit in the ROI.”.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

ViiBE Blog

JANUARY 25, 2021

Zendesk is designed to foster great customer relations, and to do so provides software addressing customer support, sales, and customer engagement. Recent use cases have reported first contact resolution (FCR) rate increases of up to 25%, increases in net promoter score (NPS) rates over 30%, and a reduction in technician dispatch by 20%.

CRM 52

CRM Video Case Study Net Promoter Score 52