Alida
MARCH 21, 2018
Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016.
ShepHyken
DECEMBER 12, 2016
Social media ROI, loyalty and the customer experience by Chris Teso. While marketers know in their gut that social media is important as customers are clearly there and sharing, they often lack the return on investment to prove to executives why the investment is paying dividends. Follow on Twitter: @Hyken.
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PeopleMetrics
AUGUST 7, 2019
For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Look inside at CLV to determine ROI.
CloudCherry
JANUARY 22, 2020
Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s advantage. Unproven ROI. Adams, Faith.
Eptica
MAY 25, 2016
Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. The Global State of Customer Experience 2016 , a new research report from the CX Network, provides some interesting insight into what is happening across the world. over the course of the year.
CX University
OCTOBER 30, 2017
A serious gap in the CX discipline is to draw hard-data connections that prove the ROI for CX initiatives,” shares Scott McCallister, “While metrics for CX do exist, such as the Net Promoter Score (or NPS), it’s not enough to convince company CFOs and other stakeholders that CX strategies are worthwhile investments.
ClearAction
FEBRUARY 27, 2017
Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. The upper two categories are the necessary threshold for customer experience management (CXM) return on investment (ROI).
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