How to Prove the ROI of Customer Satisfaction (CSAT)


Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. And understanding, leveraging and acting on CSAT scores can absolutely help you get there. Understand and track your CSAT score .

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Customer Experience ROI – How to Introduce And Grow It

Customer Bliss

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth.

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How to Calculate Customer Experience ROI


By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments?

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Value Chain Solution to VoC ROI


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.

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ROI of Customer Experience can be measured: Build your case for ROX


ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Many brands are investing heavily in customer experience (CX) and, as we explore below, the numbers don’t lie — those allocated resources can yield some serious returns. Expected Customer Experience (CX) impact on loyalty. Building your own CX ROI model. Build your own CX ROI model.

If someone asked what is a good NPS score for companies in our space, what would you say?

Waypoint Group

What’s a good NPS score? A bottoms-up approach to NPS targeting is the best way to view the aggregate score and how well your company is doing. Does one segment of your customer base have a higher NPS than others? How do we compare to other companies like us?

How Airlines Use NPS to Improve Their Customer Satisfaction Ratings


However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. Why do Airlines Have Low Customer Satisfaction Ratings. Mean Satisfaction Score.

Make Your Voice of Customer Program Actionable


How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback.

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System


The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Why did you give that score?

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The State of Voice of the Customer (VoC) for B2B Companies


Voice of the Customer (VoC) programs have been emerging across the board in the last few years. Having a strong VoC program is essential to connecting the dots and proving the value of customer experience (CX). If I say “Voice of the Customer” do you automatically think survey?

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Remove the Seven Inhibitors of Your Customer Experience Success

Customer Bliss

To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting with a Mantra, Not an Action Plan . Engage leaders to connect with customers by personally calling them.

Five Ways to Keep Your CX Program Alive and Well in 2019

Beyond Philosophy

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Focus on the ROI of CX improvement.

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Don't Lose Sight of Customers as You Scale


When things are moving fast, it’s vital to remember that communication with your customers should be a priority for your team and that your customers don’t feel like you have outgrown them. So how do you segment your customers and not lose track?

Prove it: 3 ideas on how to meaningfully measure CX transformation

Vision Critical

Everyone working in customer experience (CX) wants to know if their time and resources are well spent. For example: “During the two years since our program was rolled out, satisfaction scores improved by four percent; we also saw a five percent decrease in customer churn.”.

The Future of Customer Experience Calls Urgently for a Significant Shift


The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more.

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What 100 Businesses Say About Live Chat on Their Website


But during our customer feedback sessions with new Kayako customers, we heard stories about where past live chat tools had failed them: Unreliable chat connections. Clunky UI leading to robotic, outdated customer experiences. Do you know where your customers want to be supported?

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2019 Customer Success Themed Grammy Playlist


In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. So as CSMs we should encourage our customers to always – say something !

How & why to restart your Voice of Customer program


In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Customer Success Metrics—4 Categories to Measure Customer Success Performance


Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. We believe that customer success is not just a department, but a company mindset and culture.

Why Only 15% of Voice of Customer Programs are “Very Successful”


Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report.

Are You a Customer Experience Action Hero?


Are You a Customer Experience Action Hero? Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes?

Common Customer Experience Mistakes


Common Customer Experience Mistakes. customer experience. A great customer experience has a positive impact on revenues. If you look after customers they will look after you. Avoid these customer experience mistakes and find out how to avoid them.

7 Tips for an Effective Voice of the Customer Program


First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience. Collect feedback based on customer segmentation.

A Beginner’s Guide to Patient Satisfaction Survey


The patient satisfaction survey results can help in bringing better care for your patients and greater ROI for your business. No matter how big an organization you are, keeping your customers satisfied is pivotal to the existence of it. Expedite the work based on the comments here.

Growth marketing powered by customer experience


Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to new audiences and prospects. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites. Only a few, however, realize that an integral part of sustaining growth is avoiding the churn of existing customers. Many organizations understand that customer experience (CX) is important for retention and brand affinity.

5 Challenges to Proactive Customer Success


The history of Customer Success dates all the way back to 1995 when Concur became the first SaaS company by putting their product into what is today known as the cloud. Fast forward to today, every SaaS company has a Customer Success team of some flavour.

How To Drive Action With Your Voice of Customer Program


How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table.

How To Drive Action With Your Voice of Customer Program


How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table.

What Are the Benefits of Customer Retention?


What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. But this trend is changing, especially given the rise of subscription-based business models.

Six Surprising Things You Can Find Out Thanks to Surveys


As it turned out, over 70% of their customers actually preferred to use Adobe Illustrator. Pretty good ROI for such a simple survey! However, one day, they decided to introduce the concept of surveys to their marketing efforts, just so they can find out more about all of these companies they were tailoring their marketing to. As it turned out, the vast majority of their “target” audience and customers that were purchasing all of these servers weren’t business, at all.

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. Customer Engagement.

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The Amity Test: 16 Steps to Better Customer Success


We often encounter the question, " is there a way to measure how well my Customer Success Team is performing?" " After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor.

How to Sell Better Customer Service to Your Board


You’ve been hired as a customer service manager, tasked with delivering great customer service. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it?

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10 Steps to Immediately Improve Customer Retention With Journey Analytics


What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition.

Free your mind: Voice of Customer


When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology.

New Wisdom for Voice of the Customer


New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. Make it everyone’s goal to prevent recurrence of customer hassles.

How Much Can NPS Improve?

Waypoint Group

Our executives want to understand the ROI from the effort and this will help.” The answer in this area is to look at three key ingredients: current score, key drivers, and available resources. That is, they might believe that customers don’t drive strategy.

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How To Consistently Create Loyal Customers

Second to None

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. Customer retention requires diligence and a detail-oriented team, willing to put in the extra effort to sway customers to keep on coming back and bringing their own networks with them.

How I’m Using Gainsight To Plan For 2020 With My Board


I had a few sections to talk about the Customer Success team, and Gainsight put all the information at my fingertips and saved me from crunching spreadsheets for hours. User Adoption: Are CSMs at each customer using Gainsight in a healthy way (based on logins)? Health Score.

4 Automation Strategies to Earn Your Customer’s Loyalty


We live in a culture of instant gratification, and consumers expect a fast and convenient customer experience from brands 24/7/365. So, the ability to deliver an outstanding and unique customer experience is key to effective customer acquisition and retention. Customer retentio