AskNicely

SEPTEMBER 25, 2018

The Case for Executive Buy-in For an Advanced NPS Program. While it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program. Get The NPS Benchmark Study.

Net Promoter Score 150

Net Promoter Score Customer Success NPS Culture 150

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Pointillist

MARCH 20, 2019

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? You need the quantitative ROI to make a strong business case and obtain approval for continued investment.

ROI 59

ROI Customer Experience Self Service How To 59

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Do we believe “the purpose of Marketing is to maximize revenue leads for Sales” as 70% of CEOs now expect? 1 2018 NPS® & CX Benchmarks Report , CustomerGauge.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Horizon CX

MARCH 10, 2023

I admit to not having seen a serious evidence-driven study of the pros and cons, but through my work, I increasingly doubt the premise and offer some thought starters to consider. A permanent autonomous CX department often gets tasked with enterprise-wide metrics such as NPS yet no supervisory oversight, which sets up tension and conflict.

NPS 130

NPS System Meeting ROI 130

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. The Three Areas of ROI. This often gets translated into the following business text: SALES! MORE SALES! Is customer experience worth it? This is a question I get all the time.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Getting advocates to participate in case studies and referral programs would be a big win for marketers, and thus a win for CX leaders, too. Speak to the unique value of each stakeholder .

How To 150

How To ROI Policies Analysis 150

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. I have a whole post that looks into this relationship in more detail.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. NPS, CSAT, FCR, Health / Effort Score, etc.) Sales Velocity is another key to LTV. Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings.

Metrics 62

Metrics Management Effort Score ROI 62

SurveySparrow

OCTOBER 18, 2020

So, it’s imperative to understand the various ways organizations use email and NPS surveys to reach out, collect feedback, and engagement ratio. But email survived the cut-throat competition because of stellar ROI, privacy, and affordability. . What is NPS? Before diving in, let us look at NPS surveys.

NPS 52

NPS Net Promoter Score Survey Tips 52

Comm100

DECEMBER 14, 2017

Study , or check the results of the change. Measurements assessing the ‘gap’ between these two states should be made at regular intervals, as services can change based on many different variables – time of year, sales volumes, holidays etc. Measuring ROI on Customer Experience Projects. Do the change.

Strategy 230

Strategy Customer Experience How To Effort Score 230

Zeisler Consulting

SEPTEMBER 15, 2021

Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) Notice that there’s no mention in there about revenues, sales, or market share. Given the purpose I proposed at the outset, isn’t it simply logical that sales and revenue would follow anyway? So why even bother?

Effort Score 93

Effort Score Sales Exercises Study 93

Beyond Philosophy

MARCH 19, 2020

Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI).

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. This demonstrates how customer-centricity benefits everyone, from marketing and sales to product development.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. This demonstrates how customer-centricity benefits everyone, from marketing and sales to product development.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. This demonstrates how customer-centricity benefits everyone, from marketing and sales to product development.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Gainsight

JUNE 21, 2022

Improving user NPS with success plans. 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. To accomplish this, your CSMs become the eyes and ears of your Sales arm, whether they close the deal or not. . versus $0.63

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Horizon CX

MARCH 19, 2022

A recent study from BCG Gamma got my attention. Small wonder then that the ROI of AI is only being reported by 10% of businesses. I was pleasantly surprised to not only get a quick response but also a chance to speak with a sales operations analyst where I was able to provide them with detailed customer feedback.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

delighted

SEPTEMBER 8, 2021

Read the full FIGS case study here. I spent my first seven years in sales at a Fortune 50 bank and then moved into customer service. Did you take anything away from your sales experience that influenced your career in customer experience? When I was in sales, revenue was King. Very important.

Customer Experience 93

Customer Experience Healthcare Net Promoter Score Apparel 93

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. A review program. This is a problem for vendors. Which works, because… Buyers do trust their peers.

Case Study 82

Case Study ROI B2B Study 82

ViiBE Blog

JANUARY 25, 2021

Zendesk is designed to foster great customer relations, and to do so provides software addressing customer support, sales, and customer engagement. Recent use cases have reported first contact resolution (FCR) rate increases of up to 25%, increases in net promoter score (NPS) rates over 30%, and a reduction in technician dispatch by 20%.

CRM 52

CRM Video Case Study Net Promoter Score 52

ShepHyken

JULY 31, 2020

According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience. As Julie’s usage grew by 50%, Amtrak saved $1 million in customer service costs and realized an 800% ROI. A person’s willingness to promote a product or a service forms the basis of NPS.

Customer Experience 109

Customer Experience Customer Service Net Promoter Score Self Service 109

Centercode

OCTOBER 23, 2020

A recent study showed that partnering with Centercode increased engineering efficiency by 10%. By partnering with Centercode to improve product quality and satisfaction, you’re paving the way for more sales, fewer RMAs, higher star ratings , and increased customer loyalty. Read the Centercode ROI Report.

Net Promoter Score 80

Net Promoter Score Return on Investment User Experience ROI 80

ChurnZero

OCTOBER 22, 2021

You should also consider a customer’s demonstrated ROI (does the customer have proven results?), satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?), The first rule to getting your CSMs onboard with your reference program is the result of a common misstep made during the sales process.

Customer Success 96

Customer Success How To Case Study Customers 96

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). Use CSAT at key points in the sales process. After inbound sales calls, for example, prospects can share how satisfied they were with the conversation. Are you satisfied with customer satisfaction?

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 6. Net Promoter Score (NPS).

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Michel Falcon Experience

SEPTEMBER 17, 2014

Think of how much your organization invests in marketing, sales and pr initiatives. Zappos is a case study on how to do this. The ROI of some customer experience initiatives can take 6, 12 or 24 months to come to surface. Investing to improve your contact centres training program isn’t so attractive but will pay a higher ROI.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

SurveySparrow

DECEMBER 14, 2020

Happier customers improve sales and ensure a stable revenue base for your business. A well-managed customer experience involves active oversight of all aspects of your customer journey, including ROI. When looking into revenue data, eliminate factors such as reduced costs, and only factor in the revenue generated by sales.

Customer Experience Management 52

Customer Experience Management Measurement Customer Experience Net Promoter Score 52

GetFeedback

OCTOBER 14, 2019

Similarly, instead of just focusing on the customer’s interactions with support, CX covers how they interact with marketing, sales, and any other customer-facing aspects of your company. In fact, a Walker study found that by 2020, customer experience will overtake both price and product as the key brand differentiator. Get the Guide.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

Kayako

DECEMBER 3, 2015

But how do you present this to those who are focused on ROI and efficiencies? Maybe you could send over some case studies – like these ! You’ll recognize a lot of these steps from sales conversations you’ve been part of. How great would it be to champion the impact of proactive support on NPS?

Customer Service 120

Customer Service How To Case Study NPS 120

Zeisler Consulting

AUGUST 17, 2020

Cost-benefit analyses and ROI study will usually drive an organization to put the ‘biggest bang for the buck’ projects at the top of the list answering the pertinent question: Which one of these will save us the most (perhaps appended with the factor of ‘…for the least amount of work/investment’)? positively.

Resources 72

Resources ROI Customer Centricity NPS 72

ijgolding

NOVEMBER 3, 2016

A recent study by GfK says states “Baby Boomers still lag in mobile behaviours; but the two Millennial generations also diverge often” …. Many other disciplines also spot the opportunity and set up CX type capabilities, including IT, Sales, Service, HR, to name but a few. Are they also right?

Competitive Advantage 120

Competitive Advantage Leadership CRM Insurance 120

CustomerSuccessBox

JUNE 20, 2022

By collecting accurate data and comprehensive information about your customers, you can improve retention, uncover additional sales opportunities, and boost your customer health scores. To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Eptica

JUNE 13, 2018

Demonstrating the ROI of CX initiatives There is no doubt that improving the customer experience can have a direct or indirect financial impact on the business. This could be because having loyal customers reduces the cost of sale, or that fewer complaints and queries brings down support costs.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49