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. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

InMoment XI

MAY 1, 2013

We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. View Article. Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that.

ROI 200

ROI Voice of Customer Financial Measurement 200

InMoment XI

MAY 1, 2013

We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. View Article Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that.

ROI 200

ROI Voice of Customer Financial Measurement 200

InMoment XI

MAY 1, 2013

We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. View Article Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that.

ROI 200

ROI Voice of Customer Financial Measurement 200

InMoment XI

NOVEMBER 21, 2013

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. View Article.

ROI 200

ROI Voice of Customer Financial Measurement 200

InMoment XI

NOVEMBER 21, 2013

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. View Article

ROI 200

ROI Voice of Customer Financial Measurement 200

InMoment XI

NOVEMBER 21, 2013

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. View Article

ROI 200

ROI Voice of Customer Financial Measurement 200

GetFeedback

OCTOBER 27, 2019

The only way to really have an exact answer is to measure customer satisfaction. In this article, we talk about just that: how you can define customer satisfaction and the methods to measure it. What aspect of your business are you referring to when you’re measuring? Measuring your Customer Satisfaction Score (CSAT).

Customer Satisfaction 191

Customer Satisfaction Measurement How To Effort Score 191

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce? Setting the Right Metrics and Measuring ROI There’s no point investing in new technology and systems if you have no idea whether they will provide ROI.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Service 110

Customer Service Entertainment ROI Retail 110

BlueOcean

MARCH 14, 2024

Dig deeper in this article > 5 Insights About Sourcing and Developing Strategic Partnerships You know that partnering with a contact center outsourcer is more than just signing on another vendor. Get the details in this article here > The Fundamental Guide to the Contact Center RFP You know procurement inside out.

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

Playvox

NOVEMBER 15, 2022

With WFM ROI like that, it pays to find the right workforce management software to improve workflow and deliver efficiency gains across all of your channels. Related Article: Five Coaching Tips For Contact Center Agents that Work. Related Article: What is WFM (and How Does it Apply to Our Daily Lives)? Automate Reports.

ROI 86

ROI Software Management Contact Center 86

CSM Magazine

JUNE 20, 2023

But when it comes to maximizing ROI, it should be at the top of your list. Digital marketing Return on Investment (ROI) is the measure of the effectiveness of marketing campaigns and strategies in generating profit. Moreover, ROI is a metric used to calculate the financial gain or loss from an investment.

ROI 52

ROI Customer Service Marketing Social Media 52

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article shares something I had not heard of: how Walt Disney created “the desired path.” Here are my top five picks from last week.

Customer Service 67

Customer Service Customer Journeys Trends Study 67

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. How do you measure it? How do you measure it? And that’s a problem.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

BlueOcean

MARCH 14, 2024

Dig deeper in this article > 5 Insights About Sourcing and Developing Strategic Partnerships You know that partnering with a contact center outsourcer is more than just signing on another vendor. Get the details in this article here > The Fundamental Guide to the Contact Center RFP You know procurement inside out.

Contact Center 156

Contact Center Resources Hospitality Customer Care 156

Daniel Group

AUGUST 1, 2023

Welcome to Success Strategies | August 2023 Are Your CX Improvement Efforts Measurable? When an organization launches a CX improvement effort, it is often hard to measure results. In an upcoming blog, I plan to outline one outcome measure companies should consider a critical CX performance measure.

Measurement 52

Measurement NPS B2B Groups 52

Beyond Philosophy

FEBRUARY 6, 2019

This discussion was predicated by two articles I read from Nunwood and Forrester late last year. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. Only a small number of companies can demonstrate in actual figures an ROI connected to Customer Experience efforts.

ROI 154

ROI Customer Experience Strategy Customers 154

InMoment XI

NOVEMBER 10, 2016

While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit. View Article

Return on Investment 346

Return on Investment ROI Measurement Feedback 346

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Just last week, I included an article focused on this trending topic. I’ve also included many articles about NPS in this weekly roundup.

Net Promoter Score 65

Net Promoter Score Self Service Customer Service NPS 65

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s start with an article I read after I prepared last week’s Top Five Roundup. Here are my top five picks from last week.

Customer Service 98

Customer Service ROI Customer Service Training CRM 98

Zeisler Consulting

JULY 21, 2020

In fact, there are volumes of articles and books written about it. Again, there’s no silver bullet, but the broad general strokes of the ROI for CX fall really into two categories, as far as I can see: First, there’s the savings that go along with improving the efficiency and effectiveness of your internal processes.

ROI 72

ROI Return on Investment Study CRM 72

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Service 62

Customer Service Entertainment ROI Retail 62

ShepHyken

MAY 25, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I was glad to see this article, which includes the formula to measure customer retention. Here are my top five picks from last week.

Customer Service 61

Customer Service Contact Center ROI Customer Retention 61

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If you’ve struggled with how to measure, or “evaluate” your customer service, here are some ideas to give you some clarity. This is the way.

Customer Service 73

Customer Service Metrics Social Media Retail 73

InMoment XI

NOVEMBER 10, 2016

While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit. View Article.

Return on Investment 200

Return on Investment ROI Measurement Feedback 200

Alida

AUGUST 10, 2017

This article looks at some examples of weaker and stronger evidence that CX professionals could consider. I understand that we don’t always operate in an environment where we can reject weak statements that claim to prove CX ROI. This article has explored some extremes in evidence quality, leaving out plenty of good work in between.

Measurement 147

Measurement How To Effort Score Study 147

NobelBiz

JANUARY 10, 2022

To enhance customer connections, you must adopt a steadfastly ROI-driven mentality. Measuring the pressure level is thus an important CRM KPI. To be meaningful, measurement must be performed on an asset-by-asset basis (and over a given period). As a result, ROI plays a critical role in contact center solutions !

Contact Center 52

Contact Center CRM Measurement Contact Center Software 52

Lumoa

JANUARY 2, 2023

This metric measures the likelihood of a customer recommending a business or product after experiencing it firsthand, revealing key information about customer satisfaction. . In This Article: What is a transactional NPS (tNPS)? Transactional Net Promoter Score (tNPS) is a measure of customer satisfaction.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Survey 208

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is a tricky department because it does not yield instant ROI. Thus it becomes increasingly important to build measurable and scalable processes that rely on the right KPIs.

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Integrating Customer-Focus & Measurement in Day-to-Day Business. Customer Experience is Decided by You article.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

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’s how you drive ROI and sustainable growth.

ROI 48

ROI Effort Score Customer Journeys B2B 48

Currency Alliance

JULY 16, 2020

This article explains how loyalty partnerships among complementary brands can produce more comprehensive customer understanding that drives down cost while strengthening engagement – and how to apportion loyalty investments. Based on this model, there are three key opportunities for a better loyalty ROI… 1. 3 Opportunities.

ROI 52

ROI Loyalty Data Loyalty Programs 52

Magellan Solutions

MAY 16, 2024

Let’s explore the key elements that influence the pricing of outsourced call centers : Technology and Infrastructure Companies should consider ROI when investing in advanced call center tech. Quality Assurance : Stringent quality assurance measures like call monitoring and coaching can impact pricing but increase customer satisfaction.

Call Center 52

Call Center Average Handle Time ROI Omni-Channel 52

Beyond Philosophy

NOVEMBER 17, 2014

The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees. The article reports that a mere 30% of Americans “feel engaged at work,” according to the 2013 Gallup poll, leaving the remainder somewhere between indifferent and disgruntled.

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

SurveySparrow

DECEMBER 14, 2020

To implement it well, though, you need to be able to measure returns on your customer experience strategy. You might ask – How do you measure returns on customer experience? At first glance, it might seem impossible to measure if specific initiatives are helping make your customers happier.

Customer Experience Management 52

Customer Experience Management Measurement Customer Experience Net Promoter Score 52

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. Honorable Mention: The Easiest Way to Improve Onboarding: Measure Customer Effort. At Wootric, we aim to give you the best tools and content to make CX management about insight, action, and ROI. Well, four more seasons have come and gone!

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56