InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. What are you doing with it?

Metrics 260

Metrics NPS Infographics Effort Score 260

InMoment XI

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. Understanding the Importance of Smartest Actions Companies that prioritise CX not only foster customer loyalty but also drive sustainable growth and differentiation.

Social Media 260

Social Media Analysis Feedback Loyalty 260

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. The former is interested in counting dollars and profitability and the latter with measuring metrics. Tip #1: Break Down Metrics.

Tips 493

Tips ROI Metrics Touchpoint 493

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. Use other business knowledge to find the ROI of your CSAT initiatives. First things first.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. 73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. Let’s dive into what we covered on our webinar.

How To 260

How To ROI Net Promoter Score Measurement 260

CSM Magazine

JUNE 20, 2023

Every successful business knows that providing quality customer service is essential in getting customers to keep coming back. But when it comes to maximizing ROI, it should be at the top of your list. Moreover, ROI is a metric used to calculate the financial gain or loss from an investment.

ROI 52

ROI Customer Service Marketing Social Media 52

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Heart of the Customer

MAY 4, 2020

When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. The post Six Ways Journey Mapping Can Drive ROI appeared first on Heart of the Customer.

Customer Journeys 120

Customer Journeys ROI Tools Resources 120

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! So, what’s the solution?

Metrics 62

Metrics Management Effort Score ROI 62

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. Vivek: To map out the customer journey, start somewhere small.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

ClientSuccess

OCTOBER 5, 2020

If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. But do you also have a good idea on the ROI they can ‘deliver’ to your team? What is customer ROI?

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. Get the Guide.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

SurveySparrow

FEBRUARY 14, 2022

In our recently concluded virtual HR summit, Refine EX, Anisa Aven, the CEO of Turnkey Coaching & Solutions , perfectly started her webinar with this line. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar.

Analytics 98

Analytics Metrics Examples Survey 98

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Customers are vouching for brands that empower their agents and treat employees better. By harnessing the power of conversational AI and automation, businesses can optimize every conversation, increase NPS, improve customer LTV and achieve efficiencies. Register Now.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

Gainsight

MARCH 12, 2024

This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS professionals need to evolve with them. One main topic of discussion that is getting a lot of attention in the CS space is how Customer Success can be more of a revenue-generating department.

Customer Success 52

Customer Success ROI Metrics Sales 52

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. You can still register to watch the replay.) Journeys & Journey Maps. What is the “right” level?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. To address common challenges, many organizations are turning to artificial intelligence and conversational service automation to deliver better customer experiences and employee efficiencies. View more episodes of CX Transformed.

Contact Center 130

Contact Center ROI Metrics Interaction 130

SurveySensum

SEPTEMBER 8, 2023

Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million. This demonstrates that by reducing customer churn and enhancing overall customer relationships, companies can save lost revenue and boost customer spending.

NPS 52

NPS ROI Social Media Effort Score 52

inmoment

JULY 13, 2020

Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts. The factors that comprise good CX storytelling are as follows: Operational Metrics.

ROI 52

ROI Net Promoter Score Effort Score Customer Experience 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. You can still register to watch the replay.) Journeys & Journey Maps. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. You can still register to watch the replay.) Journeys & Journey Maps. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Lithium

AUGUST 3, 2022

Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. We sat down with Matt Deluca, Khoros Director of Strategic Services, to better understand when cost-cutting makes sense, and how to understand the varying ROI of the marketing world. Matt Deluca.

ROI 52

ROI Marketing Social Media Advertising 52

BirdEye

MAY 11, 2023

Buying mortgage leads is expensive and comes without any guarantee that it consists of high-intent customers from your target market. Instead, you can explore other organic channels to find potential customers. It is important for mortgage businesses to find and connect with customers on their preferred social networks.

Social Media 98

Social Media How To Return on Investment ROI 98

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

Self Service 52

Self Service How To Roadmap ROI 52

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Can you start a VoC program without a customer journey map?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

CloudCherry

MARCH 28, 2019

CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. At CloudCherry, we want to disrupt the customer experience industry. It helps you understand the context around your customer’s interactions with your company.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

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). A successful program leads to higher return rates, fewer churns, and more loyal customers. . Such as a policy of never giving credit to customers.

How To 150

How To ROI Policies Analysis 150

InteractionMetrics

AUGUST 10, 2017

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator.

ROI 40

ROI Customer Service Metrics Customers 40

InteractionMetrics

AUGUST 10, 2017

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator.

ROI 40

ROI Customer Service Metrics Customers 40

InteractionMetrics

AUGUST 10, 2017

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator.

ROI 40

ROI Customer Service Metrics Customers 40

Lithium

AUGUST 17, 2022

Proving ROI in marketing takes a vastly different approach than the next day's Metrics. A Common Challenge: A commonly cited issue by Khoros customers is that they struggle to fully integrate with the Khoros platform. Some Khoros customers have reported that getting content out at a reasonable rate is taking too much time.

ROI 52

ROI Marketing Social Media Analytics 52

InteractionMetrics

AUGUST 10, 2017

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator.

ROI 40

ROI Customer Service Metrics Customers 40

Gainsight

MARCH 21, 2023

We’ve officially kicked off our European leg of the Customer E.R.A.S. The Customer E.R.A.S. Tour brings together the best and brightest voices in Customer, Product, and Community across North America and Europe. The only way to measure success is to have a clear metric for success. Tour here in London. What’s E.R.A.S.,

ROI 52

ROI Roadmap Metrics Measurement 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. How to determine the ROI for a Contact Center Solution?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52