Qualtrics

JANUARY 3, 2020

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. It examines the connection between customer experience and loyalty across 20 U.S. Download the full report: ROI of Customer Experience, 2019.

ROI 68

ROI Customer Experience Net Promoter Score Effort Score 68

TechSee

JANUARY 7, 2020

Even though 61% of the telcos in question tried to retain their customers after they canceled their contracts — usually by offering a discount or an apology — their efforts were evidently unsuccessful. This lack of ROI further calls into question the practice of over-delivering when delighting customers increases operating costs by 10-20%.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Experience Matters

JUNE 16, 2015

Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

Report 120

Report Net Promoter Score Wireless Airlines 120

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. The team analyzes the impact of the test on customer experience so they can quantify the ROI of the investment and determine whether to roll it out to all customers.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Pointillist

JANUARY 19, 2022

Measuring customer experience with Voice of the Customer metrics, such as Net Promoter Score (NPS) ® , is considered a best practice for companies of any size. Connections Between Metrics and Outcomes are Fuzzy at Best. You set a goal to increase customer satisfaction or reduce the effort required by customers in certain channels.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Answer Dash

APRIL 17, 2020

Note however that you should prioritize outcomes such as “make the customer feel heard” rather than behaviors like “chat to every customer” – authentic customer connections are more likely to flourish if staff are given some personal input into how they’re achieved. Is it worth the effort? Absolutely.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147