article thumbnail

Mapping Customer Journeys Through a Systems Lens

Horizon CX

A program with a goal such as that can only last so long until the question of return on investment (ROI) arises and it can be proven that a higher NPS score has a direct correlation to improved business outcomes. Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

article thumbnail

Top 15+ Marketing KPIs to track in 2023

BirdEye

Some standard marketing KPI examples are leads, revenue, return on investment, etc. It is also possible that a lead had more than one touchpoint before becoming a customer. If that is the case for your business, make sure to use a tool that can measure multi-touchpoint revenue attribution. So what should you look out for?

article thumbnail

46 Customer Experience Pros Share the Biggest Mistakes Companies Make in Evaluating and Purchasing Customer Experience Software

Bold360

End of the day, these systems are often the main touchpoint for customers and a brand and overlooking these as just a tool can have very negative business results. She has presented at seminars and conferences on leadership, social and digital media, web marketing and branding. Elizabeth Venafro. Christiano Ferraro. ChristianoAFerr.