BlueOcean

JANUARY 9, 2018

Here’s why: out of all available contact center tools, AI and chatbots are expected to gain the 3 rd highest ROI, after website capabilities and mobile applications. Ultimately, however, the ROI on AI in the contact center will be a massive motivator. If you use AI correctly, get ready to see those NPS stats go through the roof.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Right the First Time leads to Positive Word of Mouth (NPS) and Customer Referrals, which contribute to Growth from Promoters. As changes happen, communicate proactively to manage expectations.

Metrics 62

Metrics Effort Score ROI Policies 62

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. Workshops and training for both employees in general and for specific groups. More Types of Customer Experience ROI. The same report showed proactive service results in a full-point increase in Net Promoter Score (NPS) and other experience metrics. That sounds like a tremendous ROI to me.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

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). Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. CX shouldn’t ever be measured by one metric alone. Are you satisfied with customer satisfaction?

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

ClearAction

JANUARY 6, 2021

When you focus customer experience excellence on your core-growth customers, your intentional customer experience can be much clearer and your NPS becomes more meaningful, less diluted. Relationship strength is your aim for recurring ROI on your customer experience efforts. 9) Stop seeing NPS as your sure-win.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ClearAction

NOVEMBER 16, 2023

For instance, if NPS® is above a certain threshold or average ratings are in a certain range, then managers’ interpretation is there’s no effort needed from them. While the data was very fresh, we went on a global road trip to conduct cross-functional action planning workshops.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ImprintCX Articles

MARCH 5, 2024

The Net Promoter Score ( NPS ) was created as the best one-question indicator of repurchases, referrals, and other customer behaviors that contribute to a company’s growth. Facilitate workshops so everyone understands their roles and impact. Involve employees from different teams to participate in the co-creation process.

Brands 52

Brands Customer Experience Management Customer Centricity 52

inQuba

FEBRUARY 7, 2023

It’s a voyage of discovery Rather than the journey map that was workshopped and immortalized on the boardroom wall, you need to understand your policy holders’ real journeys. Did you achieve the implementation ROI that was targeted? Fortunately, success is a science rather than a mystery. Yes, there’s a science-based solution!

Insurance 52

Insurance Customer Journeys Policies Communication 52

ClearAction

AUGUST 6, 2019

For example, do churn customers have a low NPS or high customer effort score? Have high NPS customers contacted Customer Support or do they have an amazing relationship with their Customer Success manager? NPS (Net Promoter Score): how likely customers are to recommend the company. Digital Experience Mission-Critical Trends.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

CCO Council

NOVEMBER 4, 2019

Executives who are too process-focused on things like journey maps, customer experience, NPS, and Design Thinking are failing to translate their initiatives into business results. And ensure you can demonstrate relevant ROI. Before wrapping up, we need to revisit and finalize the business case and ROI estimates.

Effort Score 40

Effort Score ROI Call Center Analysis 40

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett. Rob Markey Follow @rgmarkey.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

JANUARY 20, 2020

For ROI to be generated by your whole customer base, close the loop with your whole customer base. Engage each business unit in their own workshop with business-savvy cross-functional representatives. CLV is the whole point of NPS® and all CX work! 11) Establish Massive Systematic Improvement.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

NobelBiz

APRIL 18, 2023

CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. Overall, this creates an environment where operational updates enhance productivity and service delivery outcomes, resulting in increased ROI-generating potential over the long run.

Contact Center 52

Contact Center Call Center Management Gamification 52

SmartKarrot

JUNE 11, 2021

SuccessHacker Certifications and Training Workshops. Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. You will also get access to fast-paced, dynamic, problem-solving workshops.

Customer Success 22

Customer Success Course Training Customers 22

ClearAction

JANUARY 20, 2020

For ROI to be generated by your whole customer base, close the loop with your whole customer base. Engage each business unit in their own workshop with business-savvy cross-functional representatives. CLV is the whole point of NPS® and all CX work! 11) Establish Massive Systematic Improvement.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

SurveySensum

JULY 14, 2020

Adrian Swinscoe – Customer Service & Experience Advisor, Speaker, Workshop, Masterclass Leader. Since then, he has helped dozens of companies in conducting meaningful business insights, designing and engineering CX, optimizing Customer Service Excellence, Voice of Customers, NPS, Analytics, CX Strategy & Frameworks.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

JULY 7, 2021

What would be the long-term ROI of virtual events when it came to brand awareness, pipeline and bookings? The paid VIP experience unlocked perks such as a swag store voucher, access to a VIP fireside chat with author Geoffrey Moore, a 2-hour product strategy workshop with Gibson Biddle, and endless content on our Pulse+ platform.

Social Media 45

Social Media Conference NPS Customer Success 45

Ian Williams

MARCH 19, 2020

Yeah, it not only is kind of it makes sense, there is good scientific evidence to show that the organisations who have, I mean there’s a multitude of things you need to get aligned in the right way, Phil’s work has identified kind of 47, and when you get those 47 in the right order, you’re getting the highest ROI on your CX.

Leadership 52

Leadership Consulting Financial Video 52

SmartKarrot

JUNE 24, 2022

Role: Director of Customer Success (Remote) Location: Remote, Irving, TX, US Organization: Epsilon As a Director of Customer Success, you will formulate joint success plans with customer stakeholders and Epsilon teams to define business outcomes with mutually agreed upon ROI benefits.

Customer Success 3

Customer Success Net Promoter Score Ecommerce Case Study 3