Opinionator

FEBRUARY 22, 2021

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. What Digital Comment Cards are Not.

Feedback 86

Feedback Case Study Guest Experience ROI 86

BlueOcean

JULY 18, 2017

We recognize that change can be difficult, so we have made a point to focus on the people-side of the change, hearing their voices and gathering actionable feedback. We’re working hard to leverage their investments and ROI across the entire enterprise. The Results. Complex customer service scenarios are our sweet spot.

Case Study 50

Case Study Study Contact Center ROI 50

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. Chris Chumley.

Feedback 117

Feedback Roadmap ROI Case Study 117

Thematic

APRIL 17, 2024

By analyzing customer feedback, you can identify potential issues and address them proactively before they snowball into widespread dissatisfaction and damage your reputation. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

By analyzing customer feedback, you can identify potential issues and address them proactively before they snowball into widespread dissatisfaction and damage your reputation. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

By analyzing customer feedback, you can identify potential issues and address them proactively before they snowball into widespread dissatisfaction and damage your reputation. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Survicate

SEPTEMBER 13, 2018

With only one Survicate Survey sent using Intercom, Logojoy is able to collect a vast amount of feedback that benefits the company’s rapid growth. Logojoy already used Intercom for live chat customer service, but they were only able to solicit feedback from these users if they returned to the app for multiple sessions.

ROI 61

ROI Case Study Survey Feedback 61

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

Natalie Petouhof

JANUARY 29, 2016

In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. Now many years later, I am hearing the same question so I revisited the topic in some new research, ROI of Online Cloud Communities. And note, ROI of online communities is NOT limited to customer service.

ROI 40

ROI B2C Case Study B2B 40

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

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

Totango

FEBRUARY 14, 2020

The best way to create messaging to attract new customers is to capture your advocate customers’ reasons (think ROI) for staying with you and growing the relationship. They can also circulate customer case studies that call out specific feature usage and results to promote this strategy to other customers who could benefit.

Customer Success 98

Customer Success Marketing Case Study Study 98

Thematic

MARCH 27, 2019

And how closing the customer feedback loops helps reduce and predict customer churn. Delayed Feedback. So you need to act fast on their feedback and resolve their issues faster. Such as approaching the silent customers with new offers or requesting any feedback. How Closing Customer Feedback Loops Reduces Customer Churn.

Feedback 54

Feedback Study Poor Customer Service Case Study 54

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

Promoter.io

APRIL 20, 2017

You start by asking them if they’d be willing to providing you with a few minutes of their time for some quick feedback. The post How Greetabl Doubled Their Customer Engagement & ROI appeared first on Promoter.io 20 customers walk out, leaving 80 customers […].

ROI 40

ROI Customer Engagement Engagement Customers 40

Waypoint Group

DECEMBER 15, 2015

It’s with great pleasure that we share our latest case study, starring Humanity : global workforce management and beautifully simple scheduling software. To hit such high marks, the team rolled out a monthly feedback strategy, ensuring that the number of customers responding at one time would be manageable for follow-up.

B2B 40

B2B Feedback Case Study ROI 40

Feedbackly

OCTOBER 30, 2023

By doing this, you can even see directly how happier customers spend more – you can see an ROI of your experience optimization efforts. Here is a great case study of Stockmann that has Emotional Experience as one of the core pillars of their company strategy, and it is even considered in their employee bonus program!

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

SurveySparrow

JANUARY 30, 2024

How do you transform raw numbers and unstructured feedback into actionable insights? Open-Ended Customer Feedback In response to a feedback question, a user might express, “The live chat support feature is a game-changer. This is the key to understanding consumer behavior, market trends, and societal shifts. ” 2. .”

Comparison 52

Comparison Analysis Trends Case Study 52

Zeisler Consulting

JUNE 30, 2021

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. In order to get people to pay attention and to secure ‘buy-in’, you’ve labored to evince the “ROI of CX”.

Effort Score 93

Effort Score NPS ROI Case Study 93

Opinionator

NOVEMBER 29, 2020

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. What Digital Comment Cards are Not.

Feedback 94

Feedback Case Study Guest Experience ROI 94

Opinionator

NOVEMBER 29, 2020

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. What Digital Comment Cards are Not.

Feedback 88

Feedback Case Study Guest Experience ROI 88

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.

eBook 75

eBook Case Study ROI Roadmap 75

Confirmit

MARCH 1, 2018

In this case study, you’ll learn: How W5 worked with eir Large Business to build a multi-touchpoint program to capture feedback at critical points in the customer lifecycle. How the program has deliver cost reduction, revenue increase and culture change to eir Large Business, delivering clear ROI.

B2B 40

B2B Case Study ROI Touchpoint 40

TechSee

JUNE 16, 2021

The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product return rates , and improving the overall customer experience. Without high levels of adoption of new technology, the company will not realize the ROI they were likely expecting.

ROI 251

ROI Case Study Strategy Wireless 251

Wootric CX Blog

SEPTEMBER 13, 2018

You’re already asking for feedback through the entire customer journey and now that you’ve got a relatively mature CX program, you’re wondering how to extract even more value out of it. Using text and sentiment analytics, you can turn unstructured qualitative feedback, like NPS comments, into organized insight in a matter of minutes. .

Analytics 81

Analytics Tips ROI NPS 81

ViiBE Blog

JANUARY 25, 2021

A real world example of video support’s utility can be found in ViiBE’s Decathlon case study. Case study: Decathlon. The ability for agents to diagnose, assist, and collaborate is a key function in the Decathlon use case. See the full Decathlon case study here. Case study: Daikin.

CRM 52

CRM Video Case Study Net Promoter Score 52

Confirmit

DECEMBER 17, 2018

While the amount of customer data being collected is rising at an exponential rate, for many organizations, this feedback is not delivering business results. The future of Voice of the Customer is about change and ROI. How to measure the ROI of your VoC program. How to turn words into action.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

CSM Magazine

JUNE 30, 2022

From enhancing your customer journey to creating your brand voice to solving callers’ requests, an IVR system can take your user experience to the next level and increase ROI. The percentage of leads you convert and the feedback they leave can give you a glimpse into how you can enhance the customer journey. Distributing Callers.

Customer Service 52

Customer Service Case Study Customer Journeys Social Media 52

Opinionator

NOVEMBER 29, 2020

There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. When a guest can deliver on location, instant guest feedback, even as they are consuming the service. What Digital Comment Cards are Not.

Feedback 52

Feedback Case Study Guest Experience ROI 52

Amity

OCTOBER 22, 2018

These calls are ideal to have your own Product and Marketing team on so that the client can provide feedback and use cases of your platform back to the wider team. This can be anything from case studies, testimonials, and at the very least, some demonstrable data set proving ROI/business uplift. Training Phases.

Customer Journeys 82

Customer Journeys Case Study How To Entertainment 82

Stella Connect

MARCH 5, 2018

Immediately after every service interaction, RevZilla customers receive personalized, agent specific Stella Connect feedback requests. Response rates to these feedback requests are over 40% and most customer responses come in within an hour, complete with star ratings, comments, suggested rewards, and/or issues that need to be addressed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

ChurnZero

SEPTEMBER 20, 2022

The potential ROI for you includes glowing reviews, solid customer case studies, and constructive feedback to improve your product and service—as well as increased retention and recurring revenue. Make it easy for customers to partner with you. We also specifically measure CES and NPS.

Meeting 52

Meeting Sports Case Study Hospitality 52

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

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

Quadient

JULY 25, 2022

Cutting-edge collaborative design and dynamic mapping tools enable remote collaboration and feedback across your entire enterprise. . Collaboration and feedback tools create efficient remote workflows. Download the full case study to learn more. . Living, breathing dashboards show the end-to-end customer journey.

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

Magellan Solutions

JUNE 12, 2021

From a business’ point of view, customer retention and ROI is the ultimate goal to keep it running. Identifying these key trends through the help of speech analytics improve customer retention , lower churn rate, and increase ROI. Increase of each customer’s lifetime value is the key to a stable ROI.

Call Center 52

Call Center Analytics Self Service Multi-Channel 52