Experience Investigators by 360Connext

APRIL 23, 2024

But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

OCTOBER 24, 2023

Contact Center Analytics Best Practices for Maximum ROI Strategic Focus over Isolated Improvements While it’s tempting to dive into the granular details and make quick fixes based on isolated data points, true transformation comes from a strategic focus.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Even organizations with running CX programs are often wondering how those efforts are paying off. Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. The Three Areas of ROI. What is the return on the investment of customer experience?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ClearAction

FEBRUARY 27, 2017

Emphasis on a survey index score focuses execs’ attention on what the customer is doing for the company rather than what the company is doing for the customer. Survey index scores are treated by most companies like SPC — statistical process control — where performance within a “safe range” means business-as-usual is okay.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

ijgolding

JUNE 9, 2015

The lower your scores, the greater your level of understanding will be in the need to create a development plan: Section C 1 – Customer-centric Culture. Question 1 – Based on this information, on a score of 1 to 10 (1 being not at all and 10 being extremely), how embedded is a customer-centric culture in your business unit?

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

ClearAction

FEBRUARY 27, 2017

Emphasis on a survey index score focuses execs’ attention on what the customer is doing for the company rather than what the company is doing for the customer. The upper two categories are the necessary threshold for customer experience management (CXM) return on investment (ROI).

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48