CX Centric

JANUARY 20, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. Prototypes were also used including Customer and Associate feedback. The 5th stage involves the establishing of customer-centric KPIs and Metrics. Ruth Crowley. The full book can be purchased here.

Case Study 52

Case Study Study Customer Journeys Customer Experience 52

Thematic

APRIL 17, 2024

Transform into a meaningful structure: Customer experience analytics uses a mix of quantitative (metrics, trends) and qualitative (thematic analysis, topic analysis) techniques to transform this data into meaningful insights. Direct Feedback: Actively Asking  Think of this as a conversation you start.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Transform into a meaningful structure: Customer experience analytics uses a mix of quantitative (metrics, trends) and qualitative (thematic analysis, topic analysis) techniques to transform this data into meaningful insights. Direct Feedback: Actively Asking  Think of this as a conversation you start.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Transform into a meaningful structure: Customer experience analytics uses a mix of quantitative (metrics, trends) and qualitative (thematic analysis, topic analysis) techniques to transform this data into meaningful insights. Direct Feedback: Actively Asking  Think of this as a conversation you start.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

MARCH 27, 2024

It's a critical metric for businesses of all sizes, directly impacting revenue, reputation, and overall growth.  There Feeling Unappreciated: Customers who feel they need to be more valued or believe their feedback is ignored are likelier to churn. What is customer churn?

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Get the Guide.

How To 150

How To ROI Policies Analysis 150

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

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

Metrics 40

Metrics Case Study Social Media Groups 40

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. The components of a business case include: Goals and objectives for the social customer care initiative.

ROI 45

ROI Social Media Airlines Customer Service 45

Zeisler Consulting

JUNE 30, 2021

Not out of your top-line metrics, at least. If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years. Even I’ve done it myself!) what do you do?

Effort Score 93

Effort Score NPS ROI Case Study 93

SurveySparrow

JANUARY 30, 2024

How do you transform raw numbers and unstructured feedback into actionable insights? User Engagement Metrics This includes daily active users, session duration, and feature adoption rates. Analyzing these metrics helps optimize user experience, enhance product usability, and identify popular features among customers.

Comparison 52

Comparison Analysis Trends Case Study 52

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. Consider their reputation, experience, customer reviews, and case studies.

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. Consider their reputation, experience, customer reviews, and case studies.

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

Centercode

DECEMBER 22, 2020

The ROI of Testing Pre-Release Products with Centercode. How Arris Saved $1M by Fixing Bugs Before Release (Case Study). This combination ebook-and-worksheet is a roadmap for keeping testers engaged, because targeted feedback is critical to product success. Increasing Efficiency. Engaging Testers. Other Highlights.

eBook 75

eBook Case Study ROI Roadmap 75

QuestionPro Audience

AUGUST 28, 2017

We will walk you through customer journey mapping and best practices and present alongside a case study with Emirates Airlines. There is an iPad under the bar to capture unstructured customer feedback so service recovery can happen immediately, either in-flight or after landing. Take a look at the bar countertop.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

BirdEye

OCTOBER 27, 2023

Customer acquisition metrics 7 popular customer acquisition channels for businesses Case study: Customer acquisition strategy example of Complete Care FAQs about customer acquisition Boost customer acquisition rates with Birdeye What is customer acquisition? Take customer feedback. What is customer acquisition cycle?

Strategy 59

Strategy Social Media Multi-Channel Advertising 59

Eptica

JULY 2, 2019

That’s why the vast majority run Voice of the Customer (VoC) programs to listen to feedback and act on this insight to improve how they operate. Brands have to focus on taking new approaches that go beyond simply running customer experience surveys or measuring through basic metrics such as NPS. Share this page on: Tweet.

Net Promoter Score 62

Net Promoter Score ROI NPS Return on Investment 62

Kayako

DECEMBER 3, 2015

You know that customer feedback helps build a better product. But how do you present this to those who are focused on ROI and efficiencies? But how do you present this to those who are focused on ROI and efficiencies? Maybe you could send over some case studies – like these !

Customer Service 120

Customer Service How To Case Study NPS 120

Thematic

JANUARY 27, 2019

We’ll cover: Simple techniques for making sense of feedback in house. How to calculate the impact of positive and negative aspects of your service. How to measure the ROI of initiatives based on customer feedback. Improvements in financial metrics. Case study. Cleaning unstructured data.

Data 59

Data Customer Service How To Contact Center 59

Confirmit

OCTOBER 18, 2018

through a loyalty program), you can increase CLV (Customer Lifetime Value) as well as your chosen customer retention statistic or metric – the longer customers stay loyal, the more they tend to spend. CASE STUDY. Your customers are sharing their feedback – both solicited and unsolicited – in a variety of ways.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

CustomerSuccessBox

JUNE 20, 2022

In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Why do I need a Customer Success Software? Improve user onboarding.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

BirdEye

MARCH 4, 2024

Common goals include: Get a free trial or demo Attend a webinar Create an account Purchase a product Subscribe to a newsletter or service Provide feedback Your goal will shape the drip campaign’s content and inform the call to action. Remember: Lead with education first and promote offers second.

Marketing 111

Marketing How To Multi-Channel Tips 111

ChurnZero

FEBRUARY 26, 2021

But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Give Product thematic feedback, not anecdotes. I’m trying to build a relationship with them.’”.

Customer Success 59

Customer Success Company Management Roadmap 59

SmartKarrot

NOVEMBER 24, 2023

A thorough analysis of usage metrics and customer feedback enables you to pinpoint opportunities for upselling, ensuring that your suggestions are not only timely but also highly relevant. ROI Demonstrations: Technical users are inherently focused on the return on investment (ROI) of any proposed solution.

B2B 10

B2B Strategy ROI Return on Investment 10

ClearAction

FEBRUARY 7, 2016

Tools, techniques, and case studies catalyze your customer experience management success. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Performance Metrics.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. The company also uses Stella Connect to measure Net Promoter Scores (NPS), a key internal metric for tracking customer satisfaction and advocacy.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. The company also uses Stella Connect to measure Net Promoter Scores (NPS), a key internal metric for tracking customer satisfaction and advocacy.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

SurveySparrow

NOVEMBER 9, 2020

From recruiting, onboarding process to taking feedback, HR management software automates everything! Employee Engagement Management: Employee engagement is one of the most vital HR metrics you must search for while selecting HR tools. Employee Feedback: Frequent feedback is essential to keep your employees motivated.

Software 59

Software Tools Management Employee Engagement 59

inQuba

AUGUST 19, 2021

Look for a journey solution that offers the ability to collect real-time customer feedback and measure customers’ satisfaction and pain points at each step. To display real ROI you’ll want a solution that helps you make and launch small adjustments swiftly. CASE STUDY. How can you further boost value delivery?

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

inQuba

AUGUST 19, 2021

Look for a journey solution that offers the ability to collect real-time customer feedback and measure customers’ satisfaction and pain points at each step. To display real ROI you’ll want a solution that helps you make and launch small adjustments swiftly. CASE STUDY. How can you further boost value delivery?

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

Retently

AUGUST 22, 2018

Despite the uptick in metrics for customer service, aviation is still a sector, where customers have lots of issues when compared to other products or services that they consume on a regular basis,” said David VanAmburg, director of ACSI (American Customer Satisfaction Index). The 2014 US Consumer Airlines study.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

ReviewTrackers

JULY 23, 2018

Set objectives, identify key metrics, and have a realistic timeframe. Other forms of content include webinars, case studies, gated guides, and blog posts. A report even found that as much as 83 percent of marketers believe that managing reviews “absolutely” delivers good ROI. Then share your best reviews on social media.

Social Media 63

Social Media Strategy Marketing Multi-Channel 63

SmartKarrot

JUNE 30, 2022

testimonials, case studies). Apply here: [link] Role: Director, Customer Success Location: Remote, United States Organization: ResMed As a Director of Customer Success, you will lead a team in managing customer relationships, driving customer ROI, and managing churn. Start to develop expertise on products and the industry.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

Qualtrics

JULY 31, 2020

Here’s a closer look at what it is, the metrics you should measure, how to get started, and a case study demonstrating people analytics in action. These metrics include: Open hiring requisitions. Key customer metrics are typically gathered and tracked by marketing or customer experience (CX) teams. Cost per hire.

Analytics 41

Analytics Data How To Net Promoter Score 41

CustomerSuccessBox

SEPTEMBER 4, 2019

The context of these emails will depend on the stage of the customer lifecycle – onboarding, implementation, post go-live feedback etc. The Product team to know the product roadmap and also to give feedback about the product if you have got any from the customers. Training, and implementing creative solutions.

How To 78

How To Roadmap Customer Success Training 78

Gainsight

MARCH 19, 2020

Aggregate deals in these categories to detect which groups perform best with their engagement metrics, advocacy and renewal rates. Which customers are happiest and best suited for a case study? The CFO won’t budge until you can make an ROI case. Title of buyer. Title of decision maker. Company size. Experience.

Sales 59

Sales Case Study Strategy Exercises 59

Clarabridge

SEPTEMBER 21, 2017

NONE of these metrics instils a ‘customer experience’ mind-set. Some operations have evolved beyond mere efficiency and, having understood the potential impact on things like customer satisfaction and renewal, have chosen to focus on effectiveness with metrics like sales and First Contact Resolution (FCR). Reserve your place here.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45