Philadelphia Insurance Realizes VoC Return on Investment

Confirmit

Key examples of customer feedback resulting in immediate company changes and improved customer service include: Online chat: Customers shared online chat was a positive experience for getting their questions and issues resolved, however it was hard to find the chat button on the website.

Show Me the Money: Predicting the Return on Investment for Customer Experience

Strativity

Much of the customer experience ROI research and methodologies developed thus far only focus on the statistical relationship between customer experience and financial benefits. Additionally, early quick wins can demonstrate value that will continue to gain buy-in and finance more impactful mediums and longer-term infrastructural and organizational investment. The post Show Me the Money: Predicting the Return on Investment for Customer Experience appeared first on Strativity.

Show Me the Money: Predicting the Return on Investment for Customer Experience

Strativity

Much of the customer experience ROI research and methodologies developed thus far only focus on the statistical relationship between customer experience and financial benefits. Additionally, early quick wins can demonstrate value that will continue to gain buy-in and finance more impactful mediums and longer-term infrastructural and organizational investment. The post Show Me the Money: Predicting the Return on Investment for Customer Experience appeared first on Strativity.

Show Me the Money: Realizing Return on Investment in Market Research

Confirmit

In today’s competitive marketplace you need to be sure that every investment, be it in time or money, has a positive return. For example, where can a Market Research firm hope to ‘find’ Return on Investment?

Calculating ROI on a New Field Service Management Solution

Astea

Learn exactly what kind of real impacts service management software can have on your: Total Annual Service Revenue. ROI field service field service management software Field Service Software ROI return on investment service management software

ROI 65

New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

Natalie Petouhof

Often times, depending on the technology stack they already have, there is a lot of code that has been written to add something new – i.e., it requires that a major pow wow of IT, customer care, business leaders, etc.

ROI 70

The ROI Of Track And Trace Solutions

Forrester's Customer Insights

Securing executive buy-in for any digital investment requires a detailed and carefully articulated business case. The case for investment in digital track and trace solutions serves as an example for any CIO looking to get backing for an internet-of-things (IoT) project.

ROI 27

Is Organizational Change Management Just the “Fluffy Stuff” or Is there Real Business Value?

Natalie Petouhof

On time? With a proactive attitude vs “not invented here or we don’t do that – that way here” attitude… Get a high rate of return on projects- projects on time, within budget and scope, high customer satisfaction…? Giving orders that projects needs to be on-time, within budget and on scope didn’t really lead to change. More on that in future posts. Tweet Is OCM and CC Kumbaya?

Countdown To Forrester’s 10th Annual CXNYC Forum June 19–20

Forrester's Customer Insights

We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. Back in 2009, Forrester launched its first customer experience forum.

Drive the Right CX Action and Get the Best CX Results

MaritzCX

Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX.

5 Steps to Effectively Implement the Voice of the Customer

MaritzCX

While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit.

ROI 387

Drive the Right CX Action and Get the Best CX Results

MaritzCX

Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX. These maturity models do provide value, but too often they are based on a CX firm’s experience, rather.

5 Steps to Effectively Implement the Voice of the Customer

MaritzCX

While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit.

ROI 260

Best Ideas To Increase Productivity In Your Call Center

PlayVox

Staff performance must yield highest financial return. Systems and processes must be efficient, making use of innovation to ensure maximum return on investment. Running a call center means having one eye constantly on output.

How to Collect Email Campaign Feedback

mopinion

Email marketing still remains one of the most effective marketing channels with the highest return on investment (ROI). The post How to Collect Email Campaign Feedback appeared first on Mopinion.

Maximize VoC ROI and Improve Profitability in Retail Infographic

Confirmit

If you want to secure a significant return on investment from your VoC program, you need to tailor it to your business. Retailers have unique business needs. Confirmit has helped businesses like yours achieve more than 300% ROI from their VoC program.

Uncover Meaningful ROI Results with a Multi-Method Approach

Think Customers

Measuring the return on investment of any campaign, tool, or strategy is crucial, but it can be a murky endeavor. Consider customer experience initiatives. Delivering outstanding customer service is one of the few ways businesses can win loyal customers and increase their bottom line, according to customer experience professionals. Customer Engagement Customer Experience Customer Strategy Social Media homepage

The Top 14 Hacks For Your CX Business Case

Confirmit

In a recent survey 1 , only 14% of CX professionals strongly agreed that the Return on Investing (ROI) in CX program is well established in their firms.

Sell the Value of Data Insights to the C-Suite

inContact

Show the Return on Investment (ROI) in both quantitative and qualitative terms. This, in turn, improves FCR and leads to a better return on investment by reducing operating costs, improving customer satisfaction, and increasing sales opportunities.

Data 169

Uncovering the “why” delivers higher research ROI for CX leaders

Vision Critical

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite.

ROI 277

Build the Business Case to Invest More in Customer Experience

inContact

This is part one of a four-part series on the economic value of NICE inContact CXone. Investing in customer experience technologies has become more critical than ever because it directly impacts top line and bottom line.

ROI 182

16 Tips for Building a Successful Voice of the Customer Program

Confirmit

By implementing these 16 tips you will be able to build a powerful Voice of the Customer program that delivers tangible return on investment (ROI) for years to come.

How To Measure The Customer Impact Of CX Projects – And Get Them Funded

Forrester

But compared with hard return on investment (ROI) numbers in business cases for other initiatives, CX projects won't get needed funding if their estimated returns are limited to benefits like improved satisfaction or higher Net Promoter Score (NPS).

Who is Confirmit Fact Sheet

Confirmit

Confirmit’s solutions are the most secure, reliable and scalable in the world, and provide technology and expertise that deliver high Return on Investment to leading companies across a range of industries.

Who is Confirmit Fact Sheet

Confirmit

Confirmit’s solutions are the most secure, reliable and scalable in the world, and provide technology and expertise that deliver high Return on Investment to leading companies across a range of industries.

Who is Confirmit Fact Sheet

Confirmit

Confirmit’s solutions are the most secure, reliable and scalable in the world, and provide technology and expertise that deliver high Return on Investment to leading companies across a range of industries.

How to Measure the Impact of CX Projects and Get Them Funded

Think Customers

But compared with hard return on investment (ROI) numbers in business cases for other initiatives, CX projects won't get needed funding if their estimated returns are limited to benefits like improved satisfaction or higher Net Promoter Score (NPS).

ACE Awards B2B Winners' Showcase

Confirmit

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience.

Calculating the Returns on Customer Data Investments

Think Customers

As companies gather boatloads of data to help support their customer strategies, a growing number of firms are taking a closer look at which data sets are delivering the greatest returns on investment. According to IDC, the digital universe is doubling in size every two years. By 2020, the amount of that''s created and copied annually will reach 44 zettabytes or 44 trillion gigabytes.

CXU Announces New Consulting Services for CX Financial Measurement

CX University

CX University is best known for their on-the-go learning philosophy with Online Courses in Customer and Patient Experience and custom-created eModules for organizations. More on the consulting services can be found on CXU’s Consulting webpage.

How are Companies Leveraging Continuous Improvement Rigor to Drive Customer-Centricity?

Confirmit

Capturing feedback from customers and taking action on individual cases is table-stakes these days. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores.

Business Value and ROI of Customer Experience: The Step-by-step Guide 

Lumoa

And yet still, acting on the customer feedback is hard. However, in many cases the organizational silos are not the only reason for not acting on customer feedback. But will it improve the customer experience in a way that also has a positive impact on our business?

ROI 254

I Can’t Get No…Satisfaction, Retention, and Churn

Lenati

The success or failure than an individual organization experiences, depend, to a large extent, on the ability of making acceptable decisions on time. Top-down: Based on managerial level experience from prior actions, action are defined independent of customer profiles.

Why companies are focusing on their customer experience strategy

Vision Critical

I’ve identified three market conditions that have compelled leaders and organizations to focus on their customer experience strategy: After years of CEOs asking their organizations to become customer-focused, it has become plainly apparent that the silos do not organically unite.

The Rise Of Customer Experience – Webinar June 2

Customer Bliss

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. Now the message has finally caught on.

Do You Need a Chief Customer Officer?

Customer Bliss

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. appeared first on Customer Bliss.

Is Your Creative Just Creative—Or Does It Sell, Too?

QuestionPro Audience

It’s a trap to create without some benchmarks or a return-on-investment (ROI). There is also a return-on-experience (ROX). In truth, focusing on a ROX is the future of marketing right now.

How to Use Continuous Improvement Strategies for Customer Experience Improvement

Comm100

To help you to do this, we’ve created a customer experience improvement strategy based on the Deming Cycle , a continuous improvement framework based on Six Sigma methodology. Each activity focuses on a particular area of learning and comes with suggested debriefs.

13 stunning stats on patient-centricity

Vision Critical

billion by 2021 as both clinical and non-clinical information systems are deployed, health care organizations will only see the best return-on-investment from their digital initiatives if they properly leverage patient insight.

The Commitment Quadrant

Customer Enthusiast

Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment from most training programs. The post The Commitment Quadrant appeared first on Steven Curtin.

A Contact Center Features Checklist for 2018

Talkdesk

In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience. But making the switch to a cloud-based provider is something that frightens customers using a legacy, on-prem solution.

A Contact Center Features Checklist for 2018

Talkdesk

In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience. But making the switch to a cloud-based provider is something that frightens customers using a legacy, on-prem solution.

No Agent Is an Island: Why Collaboration Is Key to Great Customer Service

Kayako

Customer service is often (wrongly) seen as the lowest rung on the ladder; it’s an afterthought, rather than (rightly) a valuable source of customer feedback. For most, the onus remains on the teams themselves to reposition and change the culture of customer support in their company.