ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. So… are you ready?!!!

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Beyond Philosophy

JANUARY 23, 2020

They have neglected to focus on return on investment for the initiatives they have implemented. . No organization is going to invest its resources in improving the Customer Experience but not have any expectations for a return on investment, at least not one that is going to survive long-term.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

West Monroe

OCTOBER 19, 2023

” What’s more, 20% expect investments in artificial intelligence (AI) to increase by at least 50%. Expectations for return on investments are high. This doesn’t always create a return on investment—and in some cases works against it. A good example is master data management.

ROI 52

ROI Technology Strategy Return on Investment 52

Second to None

MARCH 29, 2019

In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. In order to get the stamp of approval for your CX investment, you will most likely be asked to illustrate the expected return; fair. Choosing a CX Metric to Measure. Decrease cost?

ROI 86

ROI Measurement Effort Score How To 86

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Wondering how to get leadership buy-in for VoC?

Leadership 70

Leadership ROI CEM How To 70

Lumoa

FEBRUARY 16, 2023

Data can also inform pricing strategies for a better return on investment. This includes departments such as customer service, marketing, product development, sales, and even executive leadership. Being proactive here will help you get ahead of the curve by measuring customer satisfaction. Launching new initiatives.

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. They are not the first senior leadership team of a company to ask a question along these lines – they are very unlikely to be the last.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Talkdesk

APRIL 13, 2021

While our Technical Account Managers and Premium Support Engineers devote themselves to optimize the platform and provide technical leadership, a dedicated administrator measures, reports, analyzes, and optimizes contact center operations, and monitors and resolves issues before they disrupt agents, customers, or the business.

Contact Center 133

Contact Center Contact Center Software Return on Investment Software 133

One Millimeter Mindset

JANUARY 21, 2021

Regardless of whether you sell, manage, measure and fix and control, or serve. The object is to justify investment in the project (or sale) based on anticipated outcomes. And those outcomes involve cost, timeline, scope, and expected return on investment. Easy- peasy. Maybe not so much as we move forward together in 2021.

Leadership 81

Leadership Return on Investment Innovation Groups 81

Aveus

AUGUST 12, 2014

Once your organization embraces the fact that your customer experience drives revenue and profit (and is not a tradeoff), many things need to happen within your organization to align yourself behind your customer’s experience – among them, measuring your customer experience. Learn about their options to solve the need. Try out options.

Measurement 100

Measurement Customer Experience Metrics Return on Investment 100

GetFeedback

MAY 9, 2019

Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. CX leadership coalition: The VoC program and customer map fuel a company’s customer experience program, while the employees are the engine — they take this data and act on it.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Debate them with top leadership and board.

Chief Customer Officer 141

Chief Customer Officer Return on Investment Leadership Customers 141

Gainsight

JUNE 27, 2023

The discussions further explored how to measure AI’s impact, setting clear goals, and the potential for using AI not only to engage customers but also to optimize vendor interactions. Leading with compassion and focusing on the human aspect of leadership resonated strongly throughout the event.

ROI 52

ROI Return on Investment Touchpoint Leadership 52

ClearAction

APRIL 16, 2024

Return on investment depends on gains after vs. gains before spending. Better measurement is urgently needed for higher quality data. Only 15% said their Voice of Customer is “very successful” at this. Before-and-after gains are highest when improvements are made to become more in-tune with customers.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. It’s important to make sure that the CCO or executive leadership does not do this in a vacuum and then try to “throw the brick over the wall” to the leaders to rubber-stamp.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

Totango

JUNE 28, 2022

Maximize Your Return on Investments. During an economic downturn, your greatest investment should be in your current customer base. You can evaluate the health of your customers by measuring key indicators like product usage and engagement, service utilization, customer satisfaction scores (i.e.

Return on Investment 74

Return on Investment Competitive Advantage ROI Effort Score 74

Centercode

APRIL 16, 2019

His leadership team asked him to develop a framework for measuring the success of his beta team efforts. By the end of this blog post, you’ll have a deeper understanding of how investing time into your beta program metrics can demonstrate your program’s worth to executive leadership. Measuring Beta Program Success.

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

Kayako

APRIL 15, 2019

Shockingly, these companies outperformed by more than 679% in the same 10 year period and offered an 830% return on investment. To get better one needs to measure everything. To identify whether you’re doing things right always be measuring churn says Shep. “If Leadership has to decide what they want as a company culture.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. It’s important to make sure that the CCO or executive leadership does not do this in a vacuum and then try to “throw the brick over the wall” to the leaders to rubber-stamp.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

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. Another consideration is the investment in technology.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Russel Lolacher

JANUARY 4, 2021

Fluid leadership – titles denote responsibility, not leadership. What are the key leadership competencies needed to enable digital transformation in government? I’d like to stress that “leadership” shouldn’t be defined by rank or hierarchy. Stoic – remove ego from your leadership.

How To 83

How To Culture Government Leadership 83

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Debate them with top leadership and board.

Chief Customer Officer 80

Chief Customer Officer Return on Investment Leadership Customers 80

Zeisler Consulting

JULY 21, 2020

I have written previously a couple times about return on investment for CX. And it’s also fair to say that if the leadership of your organization doesn’t see the intrinsic value of good Customer Experience, you’re fighting an uphill defensive battle in the first place.

ROI 72

ROI Return on Investment Study NPS 72

West Monroe

JUNE 1, 2023

After a customer segmentation analysis, we collaborated with the leadership to restructure their product pricing and packaging, introducing targeted feature bundling that increased cross-sell and up-sell opportunities, improved retention, and supported new growth. These analyses aren’t a once-a-year project.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Data: To manage change and demonstrate progress, you must be able to measure the impact of your efforts.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Data: To manage change and demonstrate progress, you must be able to measure the impact of your efforts.

Metrics 52

Metrics Roadmap Leadership Analytics 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. Here are a few leading measurements to try.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CSM Practice

FEBRUARY 24, 2020

But how do you measure the effectiveness of your customer success team and their playbooks? As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. CES is measured through surveys on a numeric scale after an interaction with a customer success manager.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ClientSuccess

JUNE 8, 2022

All of these can be used to measure engagement, and often a slump in engagement can be a precursor to churn. Webinar: How Weave Brings Together “Return on Investment” and “Return on Effort” To Drive Customer Retention & Growth. Are they leveraging all of the features available? . Toolkit: Churn Management Toolkit.

Tips 52

Tips Return on Investment Effort Score Customer Retention 52

Gainsight

APRIL 18, 2022

For years now, Gainsight has been leading the campaign regarding the value of customer success and its return on investment. . Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results. Begin with a Charter.

Self Service 52

Self Service Customer Success Metrics Return on Investment 52

CloudCherry

JANUARY 21, 2020

Notably, Aberdeen’s research found that best-in-class VoC leaders achieved measurable financial and operational benefits. And quantifying the return on investment (ROI) of CX and VoC can help secure further investment. . Financial Benefits. Understand the Phases of VoC Maturity. Level 3: State of The Art.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Maru Group

AUGUST 13, 2019

In their model, as insights departments mature, they become increasingly strategic, take a leadership role and prove the return on investment in their efforts. . You can read more about these inspiring groups in The Transformative Effect of Leadership From the Insights Function. From the GRBD report ROI of Insights.

Handbook 40

Handbook Marketing ROI Return on Investment 40

Seaton CX

MAY 16, 2024

A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience. Work with the core team to develop business cases that show a forecasted return-on-investment (ROI).

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

ChurnZero

NOVEMBER 5, 2021

Review the original goals you intended to achieve with the platform, as well as the Key Performance Indicators (KPIs) you established to measure those goals. Measure the quality of your Customer Success software data Your Customer Success software is only as effective as the data you put into it.

Software 52

Software Customer Success Net Promoter Score Exercises 52

Seaton CX

NOVEMBER 1, 2022

They don’t understand there’s a discipline for measuring and managing customer experiences. A skeptical stakeholder isn’t ignorant, but they aren’t convinced CX is the right investment. Sometimes they aren’t connecting the dots to understand the return on investment (ROI) of CX.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

BlueOcean

MARCH 30, 2018

Let’s make sure our stakeholders and our senior leadership have a strong connection with this partner. Blue Ocean: Return on investment is crucial, but its measurement isn’t always tangible. It’s about the people we bring to the table and the people the vendor brings to the table connecting. It’s a two-way street.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

ChurnZero

NOVEMBER 5, 2021

Review the original goals you intended to achieve with the platform, as well as the Key Performance Indicators (KPIs) you established to measure those goals. Measure the quality of your Customer Success software data. Measure the ROI of your Customer Success software. How does your actual performance track against those goals?

Software 52

Software Customer Success Net Promoter Score Exercises 52