C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Insufficient staff to measure.

Marketing 175

Marketing Handbook ROI Social Media 175

GetFeedback

JULY 19, 2019

Communicate how you will measure success. Of course, you need leaders across your organization to really take actions that get results. To know what to measure, it’s important to understand the actual customer. There is no perfect formula for what to measure in a VoC program. What can VoC do for you?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

C3Centricity

MAY 20, 2019

From ROI / ROR to ROE. This means that loyalty is much less long-term than in the past and lifetime value is now measured in months or a few years, rather than in decades. #6. These are just six of the many ideas I shared during a presentation I gave to the faculty of a world- renowned hospitality school.

Industry 218

Industry Strategy Hospitality Hotels 218

Helpt

FEBRUARY 14, 2024

They vowed that they would do things differently next time, even with the strong allure of rocks that was always present in their hearts. It's about using data not just to predict what might happen, but to chart a course for the future. We do this by establishing and measuring key performance indicators (KPIs).

Data 52

Data Analytics Social Media Analysis 52

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. Journey Measurement. By the way, since your question was specifically about measuring customer touchpoints , please see my post Why You Need To Measure Journeys—Not Just Touchpoints. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. Journey Measurement. By the way, since your question was specifically about measuring customer touchpoints , please see my post Why You Need To Measure Journeys—Not Just Touchpoints. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We got a ton of great questions about the content I presented. Journey Measurement. By the way, since your question was specifically about measuring customer touchpoints , please see my post Why You Need To Measure Journeys—Not Just Touchpoints. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Beyond Philosophy

FEBRUARY 10, 2020

However, business is also all about return on investment (ROI). An example I use many times in my presentations is our work with Maersk Line. Now, of course, some unmet needs are not realistic in a business sense, so those will remain unmet. When a company invests $1, they want to make at least $2 back for their trouble.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

C3Centricity

APRIL 3, 2019

Whilst ROI is not the best measure of marketing’s impact (see this Forbes article for more on that), you still need to answer the question. You could of course just give him that number, but why not use the attention you’ve got by adding something impressive to the story? WHAT RETURN ON OUR MARKETING BUDGET ARE WE GETTING?

Marketing 192

Marketing How To Advertising Brands 192

Gainsight

JULY 5, 2022

The return on investment (ROI) of CS is clearly seen and justifies bringing in CS operations to make it more seamless, prescriptive, and proactive. That includes metrics to measure your data against and timelines to accomplish your goals. . It is critical to measure CS because it indicates if your customer base is growing.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

Customer Bliss

AUGUST 4, 2016

By some measures, it’s 3-to-1 or 4-to-1 in terms of a focus on customer acquisition. In the course of doing this work and learning from others, I developed my “five competencies,” which are the guiding forces of customer experience work. Customer retention strategy: Know how to present the money side of it.

Customer Retention 100

Customer Retention Strategy ROI Customers 100

Gainsight

JUNE 21, 2022

Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. NPS is a core measurement or method that most companies use to measure overall customer satisfaction. But CS must, of course, include those motions that bring value and growth. .

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

CustomerSuccessBox

MAY 30, 2022

This scenario precisely presents the “ Watermelon Effect ”. The Customer Intent Score is a metric that measures a visitor’s willingness to accomplish a conversion goal, for example- a request for further information. Possibly, it can present a more accurate picture of the account’s health. How to identify one?

Customer Success 52

Customer Success Case Study Customers Data 52

Customer Bliss

NOVEMBER 21, 2017

Once you learn how each area of the journey affects the overall process and how you can continue to drive that forward, develop appropriate KPIs in order to measure success. Continue to maintain the balance of improving customers’ lives and proving ROI. And of course, take some time to check out some of our older episodes!

User Experience 0

User Experience Customer Journeys Customer Experience Chief Customer Officer 0

Totango

OCTOBER 2, 2020

The key to retaining your customers during market uncertainty is converting the breadth of the customer journey into actionable, measurable goals and KPIs. Here, your core assets are your existing customers, and your challenge is to remain an essential part of their present as they look to preserve only their “must-have” services.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

C3Centricity

MARCH 15, 2018

Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. And they can only do it with the help of data and metrics to measure and follow their progress.

Data 206

Data Retail Analysis Analytics 206

C3Centricity

MAY 25, 2020

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. And of course the latest covid-19 epidemic will hasten many others to unfortunately follow suit in the coming months. Is this your case? The Current Situation with Data. ” Bold words indeed!

Technology 194

Technology Analysis Data Consumers 194

CloudCherry

JANUARY 21, 2020

Notably, Aberdeen’s research found that best-in-class VoC leaders achieved measurable financial and operational benefits. Identifying essential CX metrics and tracking them regularly can help programs stay on course. And quantifying the return on investment (ROI) of CX and VoC can help secure further investment. .

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

NetBase

NOVEMBER 14, 2018

Assess Your Present Status. Agencies like Moxie ( Chick-fil-A ) use real-time social data daily to plot the course of their day. If your tools don’t measure social sentiment, you’re operating at a disadvantage. How to Measure Social Analytics ROI. . Social sentiment surrounding your brand, and what’s driving it.

Analytics 72

Analytics Social Media Net Promoter Score Analysis 72

NetBase

SEPTEMBER 10, 2020

Positioning your brand for maximum efficiency online not only helps eliminate wasted time, but parlays into an increased social media ROI through building upon what works – and discarding what does not. Measuring your social media results over time. Measure Social Media Results Over Time . Analyzing your social media channels.

Social Media 56

Social Media How To Metrics ROI 56

CX University

JANUARY 20, 2021

In facing the CCXP exam questions; however, I was struck by how many questions presented me with a “well, it depends” thought process as I pondered the correct response. Somebody will test ROI, NPS, and an understanding of statistics such as correlation and causation. Measure twice, cut once! Be prepared to do some math.

Study 52

Study Exercises Fashion Guidelines 52

Gainsight

JUNE 11, 2021

Get started by analyzing, planning, creating, measuring, and optimizing what your idea of success looks like. And value should be measured at each stage of the engagement/adoption funnel. Define your baseline and transform outcomes into measurable objectives while defining the process for gathering inputs.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

NetBase

AUGUST 16, 2019

Find out how the Global Audience Insights team identifies key audiences, measure their engagement with our movie titles, and benchmark this engagement against both competitive and comparative titles in order to maximize our film’s slice of the pie on opening weekend. As the second largest movie studio, Warner Bros.

Social Media 62

Social Media Conference Analytics Multi-Channel 62

Gainsight

MAY 13, 2020

Ashvin Vaidyanathan, Gainsight CCO, and Ruben Rabago, Gainsight Chief Strategist, presented on how existential Customer Success is during a downturn. We love a CS + PX story because we truly believe that the two belong together so it was great to see CS and PM leaders present together during the last track of day one.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Gainsight

OCTOBER 31, 2018

And of course, the supposedly causal relationship that’s so accepted it’s almost never discussed: “Our sales target is going up, so obviously we need to hire more reps!”. What’s the ROI of Customer Success?”. In fact, athenahealth presented at our Pulse World Tour Boston event on experimental testing in their client base.

Customer Success 61

Customer Success ROI Sales Groups 61

CustomerSuccessBox

OCTOBER 5, 2021

Know your North Star KPI Setting up CS team as per those KPI Choose the right CS tool Track, Measure, Improve and build collaborative teams. These actionable points are powerful enough to turn around your CS business’s ROI! The metric can be further measured at various stages in the customer journey like-.

Customer Success 59

Customer Success Metrics Measurement Tools 59

ChurnZero

MAY 17, 2019

Regardless of whether or not you ever actually offer Customer Success as a billable option to your customers, it’s vital that you be able to prove the real, measurable increase in profitability that you bring to them and to your company as well. Presenter: Mikael Blaisdell, Executive Director, The Customer Success Association.

Customer Success 64

Customer Success ROI Sales Groups 64

Heart of the Customer

OCTOBER 16, 2014

Of course, this isn’t an option for all CX aspiring and current leaders. We also structured it with a pilot group, and tracked leads and sales to show that the ROI assumptions were valid. Over many months I presented the case for CX several times, and continually refined it as we researched more and more about best practices.

Leadership 107

Leadership Comparison Analysis Training 107

NetBase

JUNE 8, 2020

How to measure brand impact. How a brand presents itself and what it does to meet the needs of its audience and the broader market will be noted. Each brand needs to make its own decisions, of course. Measuring Brand Perception & Impact. Understanding brand ambassadors and how they can help. Brand Perception Baseline.

Brands 67

Brands Social Media Advertising Consumers 67

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. And they also answered a few questions from CX professionals throughout the presentation. What are you doing with it?

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

SmartKarrot

OCTOBER 16, 2020

How it is exactly measured? How to measure the Customer Attrition Rate? Unfortunately, most of the clients cease their business-relationship with you in a due course of time. How to measure the Customer Attrition Rate? How to measure the Customer Attrition Rate? Poor Revenue and ROI.

Measurement 10

Measurement Handbook ROI Return on Investment 10

ChurnZero

JULY 9, 2020

For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data. You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue.

Strategy 64

Strategy Marketing Case Study Effort Score 64

transcosmos Information Systems

AUGUST 13, 2018

While this may be deemed a tight position to find themselves in, they should understand both their pace and the scale of disruption in their own sector to know what course of action they should take. However, there is one caveat – investments need to be strategic since only about half of the firms are making an ROI on digital investments.

Transportation 63

Transportation Innovation Hotels Technology 63

C3Centricity

OCTOBER 29, 2017

That’s an immediate improvement in the ROI of your information gathering. Yes, of course, these are linked, but there will be one you are trying to influence more than the other. I say that because it works just as well with observed facts as it does with complex measured and weighted data. customer #insight Click To Tweet.

Customer Centricity 120

Customer Centricity Customers Customer Journeys Groups 120

SurveySparrow

JANUARY 21, 2022

Instead, perceptual mapping measures customer perception while positioning maps compare the actual traits of a company and its offerings. Of course, the scale value will alter based on your set dimensions. It uses customer data to build a viewpoint on where different brands, and their products, stand within the overall ecosystem.

Examples 52

Examples How To Survey Brands 52

inmoment

OCTOBER 3, 2018

We measure our weight, height, IQ, wealth, and now our followers on social media. It’s easy to get stuck on what your measuring. This method causes a disconnect in the relationship between customer listening, CX improvement, and ROI understanding. When it comes to metrics, the human race is a little obsessed.

Metrics 40

Metrics Case Study Social Media Groups 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Briefly, at CX Workout we provide a combination of software, research services, and design consulting to help our clients achieve measurable results in about half the time over traditional methods. I’ll bring up your questions during the presentation and we’ll also have some time for your questions at the end.

Data 40

Data Customer Journeys Consulting Course 40