How smart brands measure customer intelligence ROI

Vision Critical

This raises the question: What is the ROI of customer intelligence and how do you measure it? Innovative companies use customer feedback to complement other measures of CX, including the Net Promoter Score , share of wallet and customer satisfaction surveys.

ROI 276

Measuring Customer Loyalty Shouldn’t Be Difficult

Kayako

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. How do you measure customer loyalty with metrics?

How to Measure Customer Experience: CSat, NPS and More

Comm100

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. It is important to measure customer experience, not only to avoid wasting resources but also to ensure you’re truly improving the experience.

NPS 130

How Do You Measure #CX Success?

CX Journey

Image courtesy of Unsplash How do you measure success of your customer experience initiatives? For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. Just because you can measure it doesn't mean you should.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers

Customer Experience Strategy: How to Measure the Immeasurable

BlueOcean

We measure, measure, measure until we’re sure our agents are delivering the best call center outsourcing service for our clients’ requirements – and we have the data to back it up. The post Customer Experience Strategy: How to Measure the Immeasurable appeared first on.

Introducing The Forrester Wave: Marketing Measurement And Optimization Solutions, Q2 2018

Forrester

Tina Moffett and I are excited to announce the publication of The Forrester™ Wave: Marketing Measurement And Optimization Solutions, Q2 2018. This report evaluates eight top vendors’ current offering, strategy, and market presence for unified measurement solutions that leave behind siloed measurement approaches, like attribution and mix modeling.

Why You Need To Measure Journeys—Not Just Touchpoints

Kerry Bodine

One of the most exciting developments of the past few years is the recognition, in the words of McKinsey , that “end-to-end customer journeys, not individual touchpoints, are the unit to measure when setting priorities for your customer-experience investments.”.

Why the Best Measure of Customer Value is the Value You Provide to Your Customers

Storyminers

The best way to start is to include your customers’ measures in your own measures. The post Why the Best Measure of Customer Value is the Value You Provide to Your Customers appeared first on Storyminers. It’s not easy trying to grow a business.

Measuring Loyalty ROI

SuiteCX

For this reason, it is critically important that we measure the profit returned from customer loyalty and retention marketing investments before potentially spending more good money after bad. Is your program performing? Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology.

ROI 100

Measuring Loyalty ROI

SuiteCX

For this reason, it is critically important that we measure the profit returned from customer loyalty and retention marketing investments before potentially spending more good money after bad. Is your program performing? Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology.

ROI 100

6 Ways to Move from Measuring Scores to Measuring Outcomes

MaritzCX

In today’s world, receiving customer experience feedback surveys seems part of almost every transaction. From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket.

How To Measure CX Profit Contribution

CX University

Part of the Series: Financial Measurement is Critical for the Future of CX. Measuring Incremental Profit for CX Programs. This “incremental profit” is the “Return” in the “Return on Investment” measure. A critical question is what measure or calculation of profit to use?

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

ijgolding

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. Failure to measure sufficient ‘voices’! Failure to measure the true ‘end to end’ customer journey.

How Your Customers Measure You

Clarabridge

Are you measuring for your benefit or are you genuinely looking for ways to stay ahead by improving the customer experience? Do you understand how your customers measure you? Measurement Motivation. Robust and routine measurement of the customer experience is to be applauded.

Measuring customer experience in less invasive ways

Jacada

Intruder alert! While it is crucial to find out exactly how your customer feels, in order to deliver better service, intrusive methods like surveys and callbacks can easily end up shooting your efforts in the foot. Read More. Jacada Blog

How Your Customers Measure You

Clarabridge

Are you measuring for your benefit or are you genuinely looking for ways to stay ahead by improving the customer experience? Do you understand how your customers measure you? Measurement Motivation. Robust and routine measurement of the customer experience is to be applauded.

The Transparent Customer Experience: how measurement can benefit both company & customer

ijgolding

It is impossible to go online these days without seeing some form of ‘customer driven measurement’. For me, this measurement system is of tremendous benefit to both the company and the customer.

Operationalizing and measuring CX: A Q&A with Kia Puhm

Vision Critical

Operationalizing CX and measuring its impact to the bottom line are important steps to scaling CX programs and accelerating buy-in. What does success look like in CX and how is it measured? Companies plan to invest heavily in customer experience (CX) in the next few years.

Measure Twice, Cut Once

CX Journey

I''ve used this quote, i.e., Pearson''s Law with my addition in bold below, in posts and presentations several times in the past, but it''s one worth repeating: When performance is measured, performance improves. Well, measure twice, cut once reminds us of a few things.

Moving the CX Needle – Moving Beyond Measuring Just One Metric

MaritzCX

I like NPS. It’s simple. People understand it. They know what it means (maybe). And it helps Fred Reichheld pay his mortgage. But like an Adam Sandler movie, there needs to be more. In this week’s blog I try and make the case for going beyond a single metric like NPS. It certainly has benefits, View Article. General

NPS 109

Measuring Retention and Marketing ROI

SuiteCX

For this reason, it is critically important that we measure the profit returned from customer loyalty and retention marketing investments. Self-selection bias; this is the big loyalty program measurement challenge. comparisons of sales, value or loyalty for members versus non-members do not necessarily measure program effectiveness. Self-selection bias makes program ROI measurement difficult, but it does not invalidate offering a program.

ROI 100

Measuring Retention and Marketing ROI

SuiteCX

For this reason, it is critically important that we measure the profit returned from customer loyalty and retention marketing investments. Self-selection bias; this is the big loyalty program measurement challenge. comparisons of sales, value or loyalty for members versus non-members do not necessarily measure program effectiveness. Self-selection bias makes program ROI measurement difficult, but it does not invalidate offering a program.

ROI 100

Why great CX measurement is invaluable to retailers — BloomReach (video)

ForeSee

The post Why great CX measurement is invaluable to retailers — BloomReach (video) appeared first on ForeSee. Analytics & Measurement Insights Retail BloomReach CX measurement Dan Chester ForeSee in the news Interview video

Introducing The Forrester Wave: Marketing Measurement And Optimization Solutions, Q2 2018

Forrester's Customer Insights

Jim Nail and I are excited to announce the publication of The ForresterTM Wave: Marketing Measurement And Optimization Solutions, Q2 2018. This report evaluates eight top vendors’ current offering, strategy, and market presence for unified measurement solutions that leave behind siloed measurement approaches, like attribution and mix modeling.

Listen for the right words to measure customer service

NewVoiceMedia

Open your ears and you will find it’s easier to measure customer service levels than you might think. The measure of customer service or lack thereof was clear in his words. Key learning point to measure customer service. Action steps to measure customer service.

Be a Customer Experience Leader. Measure the Right Way.

CX Journey

If not, you’re probably not measuring in the right way. To achieve your goals, you’ll need to measure the fine-grained elements of your customer interactions. But simply measuring your speed (the outcome) won’t tell you what - or how - to improve.

How to Measure Customer Experience

Bold360

There are a few tried and true tools in the industry that can give a pretty accurate measurement of customer experience. Learn which are right for your customer care program

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. CX can be a messy space , full of different beliefs and potential paths to follow. At the same time, CX has to compete with other departments for resources.

Measuring Customer Loyalty: Is the NPS Still Relevant?

Jacada

In a world where your competition is only one click away, customer loyalty is crucial for staying relevant in any industry and profitable.

NPS 130

Your CX Scorecard is Probably Measuring the Wrong Thing

Heart of the Customer

The post Your CX Scorecard is Probably Measuring the Wrong Thing appeared first on Heart of the Customer. “The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote.

Gratitude – Important for Independence Day and A True Measure of your Service Warmth*

Wired and Dangerous

It is great to provide a sincere “thank you” but a true measure of the warmth of your service comes from a thank you laced with generosity. “Thank you” are the two most important words in the English language.

Exposed: How To Measure Your Customer’s Loyalty and CX

Beyond Philosophy

Many organizations measure their Customer Experience (CX) in the wrong way. It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX.

Listen for the right words to measure customer service

NewVoiceMedia

Open your ears and you will find it’s easier to measure customer service levels than you might think. The measure of customer service or lack thereof was clear in his words. Key learning point to measure customer service. Action steps to measure customer service.

Beware! Don’t Make These Mistakes When Measuring Success

Beyond Philosophy

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. We find that many organizations measure performance in sales growth or stock price.

Measuring the Impact of Social Media

Customers Rock!

There are many ways to measure the success of social media at an organization. Measuring the gains. There is more than one way to measure the gains from social media. This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog.

Methods to Measure Customer Loyalty

Currency Alliance

At Currency Alliance, our framework for the measurement of loyalty programs is based on the belief that “Engagement” is the common denominator and “Advocacy” and positive, increasing Life Time Value (LTV) are the primary goals.

What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

C3Centricity

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. They need to be clear and [.].

Brands 249

Measuring Your Success With CSM KPIs

Amity

” His point was that it’s not enough to set goals, objectives, and targets for a team - it’s also necessary to measure how you’re doing against what you’ve planned and communicated. I’ll also define some of the key terms used in measuring customer success.

Measuring Your In-Home Associates’ Customer Service Capabilities

Second to None

Applying mystery shopping programs to measure these employees can help your team ensure that is providing a high-performance Customer Experience, that leaves consumers with a positive perception of your brand. There are three main stages in the interaction that evaluators should be measuring. The post Measuring Your In-Home Associates’ Customer Service Capabilities appeared first on Second To None.