SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS. times more likely to buy again, 5.6

NPS 52

NPS ROI Social Media Effort Score 52

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

Report 214

Report Groups Analysis Consumers 214

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Forrester Research is predicting more espionage, ransomware and privacy breaches in 2017. How smart brands measure customer intelligence ROI. Global uncertainty. Credit: SiriusDecisions.

Trends 0

Trends Social Media Advertising e-support 0

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 120

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 120

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. So how can customer experience teams demonstrate ROI in concrete terms and move beyond anecdote when it comes to justifying investments? Unhappy ones do the same.

ROI 63

ROI Financial Self Service Customer Experience 63

Alida

AUGUST 30, 2017

Working with stakeholders outside of research is crucial to getting more ROI from Sparq and increasing your profile in the organization. De-mystify ROI measurement. But measuring ROI in a meaningful way can sometimes be challenging, especially without a framework on how to do it.

ROI 100

ROI Innovation Effort Score Customer relationships 100

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. Customer Experience Conferences and Events.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Lumoa

JANUARY 11, 2022

In simple words, NPS software is a tool, that helps businesses measure and track NPS results and get in-depth insights from customers. Here are some of the top reasons why NSP you should invest in NPS software: Minimizes Customer Churn Rate Business growth can be understood by measuring the inflow and outflow of the customers in the business.

NPS 259

NPS Software Net Promoter Score Survey 259

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. There’s actually a hierarchy of interlinked CX measurement metrics that support each other. Published on: June 13, 2018. So how do you ensure you are covering all the bases when tracking CX performance?

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

InteractionMetrics

MAY 4, 2017

Martha will be speaking at two events this month. On May 8, you can find her in Los Angeles at the ASOA ASCRS Annual Congress, sharing the stage with Randy Baldwin, CareCredit VP Industry Marketing. They’ll be presenting “10 Laws You Need to ACE the Customer Experience.” Attendees will learn how to improve customer service […]

ROI 40

ROI Customer Service Measurement Industry 40

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. This can be boiled down to a number of core challenges such as: proving ROI and quantifying the business value of customer experience efforts, unifying the organisation siloes and overcoming legacy protocol and technological infrastructure. Why are we losing customers?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Nothing wrong with that! Always good to revisit this topic because it is such a hot one for customer experience professionals. Always the same (great) story, regardless.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. You certainly want to be looking at ROI and the potential upside versus how complicated it will be to enact.

Video 40

Video Roadmap Innovation Customers 40

Experience Matters

MAY 24, 2018

pdf format Here are links to the research referenced in the infographic: Five Steps For Building A Strong CX Metrics Program The State of CX Metrics, 2017. poster: in .jpg jpg format, in .pdf The post Mastering Customer Experience Metrics (Infographic) appeared first on Customer Experience Matters®.

Infographics 319

Infographics Metrics Customer Experience Customers 319

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). She leads Forrester’s research on CX measurement programs. This becomes a real problem when asking for more resources, and dealing with budget approvals. Read her full bio here.

Financial 186

Financial Measurement Leadership Resources 186

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Ultimately, what gets measured gets improved!

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). She leads Forrester’s research on CX measurement programs. This becomes a real problem when asking for more resources, and dealing with budget approvals. Read her full bio here.

Financial 150

Financial Measurement Leadership Resources 150

PeopleMetrics

OCTOBER 25, 2017

Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. The ROI customer experience. What gets measured gets done. What gets measured gets done. Billion in 2016 USD 13.18 Billion by 2021, at a CAGR of 21.1%.”

CEM 122

CEM Customer Experience Customer Centricity ROI 122

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). She leads Forrester’s research on CX measurement programs. This becomes a real problem when asking for more resources, and dealing with budget approvals. Read her full bio here.

Financial 150

Financial Measurement Leadership Resources 150

Influitive

MARCH 24, 2017

Measuring the value of branded communities has always been difficult. Community managers are often forced to fall back on the savings they generate for customer support teams, rather than reporting on the revenue they generate for the company.

Brands 65

Brands B2B Report Measurement 65

Eptica

AUGUST 2, 2017

Date: Wednesday, August 9, 2017 How to build a business case for a CX technology project. Published on: August 09, 2017. First, the good news – CX does deliver ROI. Huang presented data from a recent Gartner study that suggests 58% of CX projects in 2016 saw a measurable ROI. Addressing the last point.

Technology 48

Technology ROI How To Measurement 48

TechSee

MAY 1, 2018

Utilities recognize that in the short-term, investment in AI can deliver the highest ROI in terms of improving speed and efficiency, enabling better data processing and analytics, and enhancing the customer experience (CX). According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Self Service 132

Self Service Analytics Call Center Report 132

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

Report 145

Report B2C B2B Groups 145

CloudCherry

JULY 18, 2018

And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals. Now, advanced data models can take the guesswork out of ROI predictions. times faster and had 1.6 times the customer lifetime value of other companies.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

Strativity

OCTOBER 16, 2017

But, oftentimes, firms struggle to forecast and measure the true economic value of such programs. Much of the customer experience ROI research and methodologies developed thus far only focus on the statistical relationship between customer experience and financial benefits. Sample CX ROI Discounted Cash Flow Chart.

Return on Investment 45

Return on Investment Customer Journeys ROI Customer Experience 45

Strativity

OCTOBER 16, 2017

But, oftentimes, firms struggle to forecast and measure the true economic value of such programs. Much of the customer experience ROI research and methodologies developed thus far only focus on the statistical relationship between customer experience and financial benefits. Sample CX ROI Discounted Cash Flow Chart.

Return on Investment 40

Return on Investment Customer Journeys ROI Customer Experience 40

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. ROI in Agent Happiness (and Better Allocation of Corporate Resources). Calculating the ROI of Chatbots. Why Chatbots? The result? Chatbots look good on paper.

Chatbots 133

Chatbots Self Service ROI Contact Center 133

C3Centricity

DECEMBER 31, 2018

These are the most shared marketing infographics of 2017. If this is your situation, just follow the detailed steps of this post and you will soon be doubling, quadrupling, if not 10x the ROI of your data! Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World). Your brand is not what you think it is!

Brands 208

Brands Strategy Customer Journeys Infographics 208

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? And how will you measure success on the changes you make? Improving Sarah’s desire to stay with your company has an ROI of itself. What will be done to act on that feedback?

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

Kayako

JUNE 1, 2017

Over the past three years more industries have recorded a dramatic decline in customer satisfaction than those who have improved, according to the Temkin Group’s 2017 Experience Ratings Report (a cross-industry open standard benchmark of customer experience). Measuring Customer Loyalty Shouldn’t Be Difficult. The real issue?

Customer Service 205

Customer Service Return on Investment Customer Satisfaction Fashion 205

ClearAction

OCTOBER 1, 2018

For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry. Leaders take a more long-term approach to measuring the business value of customer engagement, focusing more on overall retention or churn versus a one-time purchase.”

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Maru Group

AUGUST 13, 2019

Coca-Cola did away with the global CMO role in 2017. The Global Business Research Network ( GRBN ), in conjunction with the Boston Consulting Group (BCG), has done some brilliant work on this in their report, ROI of Insights. From the GRBD report ROI of Insights. Insights is transitioning from reacting to leading.

Handbook 40

Handbook Marketing ROI Return on Investment 40

Magellan Solutions

JUNE 24, 2021

In a 2016-2017 talent shortage survey, employers found sales positions to be among the most difficult roles to fill, beating out even engineers, management, and executive roles. It’s important to anticipate the ROI you’ll get from us. It measures the cost of the service against the amount of value you’ll receive from it.

Sales 52

Sales B2B ROI Leadership 52

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126