Value Chain Thinking Improves VoC ROI


Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research.

ROI 82

The Elusive ROI of Customer Experience

CX Journey

Have you been able to prove the ROI of focusing on the customer experience to your executives? What's the ROI? If you're faced with this challenge, you're probably wondering how you'll ever be able to answer the seemingly elusive ROI question.

ROI 92

Trending Sources

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? Others use feedback to help advertising partners prove campaign ROI, which strengthens partnerships and increases ad sales.

ROI 70

Customer Experience ROI – How to Introduce And Grow It

Customer Bliss

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Here are four elements to grow customer experience ROI: 1. You either keep customers and grow customer experience ROI or you lose customers and must care to learn why.

ROI 92

3 Types of Customer Experience Action Essential to ROI


This is a snippet of an article originally published on CustomerThink. You can read the full article here. Most things in life need ALL their ingredients to function as intended.

ROI 54

Report: ROI of Customer Experience, 2016

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2016. Bruce Temkin Research Business impact CCXP6 Metrics, Measurement, and ROI Customer experience CX measurement Net Promoter ROI of Customer Experience Temkin Group Research analytics text analyticsThis research shows that CX is highly correlated to loyalty across 20 industries.

ROI 29

13 stunning stats on the ROI and growth of online communities

Vision Critical

Online communities have measurable, proven ROI. To get more ROI out of your online communities, you must understand the benefits of each type of online community and how they complement one another. Every company today wants to be customer centric.

ROI 84

Facebook Video Ads: What’s the ROI?

Natalie Petouhof

times more likely to purchase than non-viewers and more than half of the marketing professionals worldwide name video as the type of content with the best ROI. This combination leads to an overall better ROI. Tweet With the variety of common products available, often customers want to learn how a product or service works before purchasing.

ROI 17

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

Natalie Petouhof

Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. Agile Customer Care Results in High ROI and Less Stressed, More Engaged Employees .

ROI 23

How to Calculate the ROI of CX for Your Business


Even when CX experts are able to come up with ROI statistics, the numbers and percentages are often generic. The Best Revenue and ROI Estimations Break Down CX by Industry. It is essential to segment CX gains by industry when attempting to find out the ROI for your business.

ROI 13

Report: ROI of Customer Experience, 2015

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2015. This research shows that CX is highly correlated to loyalty across 20 industries.

ROI 49

Report: ROI of Customer Experience, 2014

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2014. Business impact Customer experience ROI of Customer Experience Temkin Group Research analytics text analytics

ROI 35

3 Types of Customer Experience Action Essential to ROI


3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Exploring the Elusive ROI of Customer Experience Management.

ROI 38

Mystery Shopping for ROI: The Right Way to Measure the Brand Experience


Mystery shopping is but one essential component of a 360-degree, ROI-focused CX management program—one that can accelerate revenue growth, inspire game-changing innovation, and change the competitive landscape.

How GM Uses Social Media to Listen and Engage Customers

Natalie Petouhof

What’s interesting – and if you follow me, you know I am an ROI gal – is that GM was able to trace their social interactions to actual car sales.

Demonstrating the financial ROI of better customer experience


Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. So how can customer experience teams demonstrate ROI in concrete terms and move beyond anecdote when it comes to justifying investments?

Top 5 Sources of ROI in Customer Journey Maps

Touchpoint Dashboard

If there’s one question that comes up again and again in my line of work it’s: why should I bother doing a customer journey map? What’s in it for me and my business? First, the reason you should create a customer journey map is your customer.

ROI 30

Value Chain Solution to VoC ROI


Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research.

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

Here are five things they would have done differently to increase their ROI even more: 1. The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK. Chief Executive Bob Downie is someone I have worked with for a number of years.

ROI 45

PSIM ROI: The Hidden ROI of better security

Customer Interactions

But when’s the last time you heard “improved security” mentioned as a source of ROI? Yet, the potential ROI from security improvements can far outweigh any operational cost savings from PSIM. Simple – when you’re looking at PSIM ROI, don’t forget to consider the hidden ROI of improved security. When a company invests in a solution such as PSIM the obvious reason is to improve security.

ROI 19

PSIM ROI: Achieving operational savings

Customer Interactions

There are those who say that security systems, specifically PSIM solutions, don’t provide true ROI, but are simply a cost of doing business. In this two-part blog (for part two click here), I’ll explore two types of ROI value that PSIM systems deliver. In the next blog in this two-part series, I’ll share my take on the second type of PSIM ROI, which is achieved through “better security” Security Situation Management

ROI 19

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements.

ROI 28

If You Are Struggling In Calculating ROI And Getting Buy-In To Your CX Initiative

Maz Iqbal

The other, spots the child and starts doing a ROI calculation: the cost of taking action v the payoff (return) in terms of what can be gotten from the child’s parents, neighbours, friends, the community at large. Look at it differently, when you are busy calculating ROI of Customer Experience / Customer Engagement / Customer Relationship / Customer Loyalty initiatives so that you can sell the Tops on your Customer initiative what is really going on?

ROI 22

Exploring the Elusive ROI of Customer Experience Management


Exploring the Elusive ROI of Customer Experience Management. Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one.

ROI 10

What Data Does Online Chat Software Offer to Help Increase Customer Service ROI?


It can tell you what wording in your scripts resonates best with each visitor persona, it can provide managers the ability to coach chat agents while remotely shadowing them, and it can provide ROI reports that point you towards opportunities to capture additional revenue.

ROI 21

What You Don’t Know About Millennials Will Hurt Your Bottom-line

Natalie Petouhof

Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They are different than other generations that have come before then.

Measuring ROI of Customer Centricity-Changes in Customer Value

CCO Council

Expected change in customer value is another valuable means of demonstrating ROI. Armed with tangible proof of the ROI of investments in customer centricity, customer executives can have meaningful conversations with top leadership, enabling them to compare such investments against other priorities and make the best decisions for the company. Customer executives are regularly challenged to prove the value of their initiatives.

Where I am Speaking This Fall! Come Say Hello!

Natalie Petouhof

Webinar: ROI of Social Customer Car e Sept 6th @clarabridge [link] #custserv #CX. Think ROI of Social #custserv can’t be calculated? Tweet It’s a busy fall and I hope to see you all out there, whether in person or on a webinar. Here’s some of the places I will be: 1. Here’s the report: [link] ). *. Think again! Webinar Sept 13th @clarabridge [link]. Here’s the report: [link] ). *.

Measuring ROI of Customer Centricity-Historical Correlations

CCO Council

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. Demonstrating this trend and correlation is a significant step for CCOs in proving the ROI of customer centricity, which validates the need for additional investment in activities to drive loyalty and customer engagement. For better or for worse, business executives are primarily interested in increasing revenue, decreasing costs, and mitigating risk.

ROI 13

5 Killer Mid-Year Review Questions You Need to Ask Now


What’s the ROI you can prove? Blog Customer Experience Featured culture customer service evaluation linkedin performance progress review ROII hate to break this to you, but we’re more than half-way through the calendar year. Have you done a mid-year review yet?

Salesforce Announces Salesforce for Messenger Platform

Natalie Petouhof

Tweet What’s The News? Salesforce announced Salesforce for Messenger Platform which will empower companies to create entirely new sales, service, marketing and app experiences for customers on Messenger.

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 ROI of Investing in Your Customers


The post The ROI of Investing in Your Customers appeared first on Talkdesk. This blog post is an Opentalk 2016 panel recap. For more Opentalk content, check out Opentalk Full Coverage. Moderator: Blaire Fernandez , Director of Customer Success, Talkdesk. Panelists: Nick Mehta , CEO, Gainsight.

ROI Is Out There. You Just Need to Look For It

Peppers and Rodgers

Recently I spoke with an executive at a company that collects customer and employee feedback on the topic of ROI. In another example, a chemical company could have achieved a 200 percent ROI on an investment by adding a local resource to an area where a number of clients were located.

Maximizing Personalization to Differentiate Brands While Increasing ROI, & Loyalty Customer Experiences

Natalie Petouhof

If a brand was able to do this, they would not only increase their ROI on their marketing campaigns, but also increase the customer experience, and as a result increase customer loyalty. lost revenue and lower ROI for campaigns and creative. Tweet Is Personalization At Scale Possible?

ROI 19

Speech Analytics: Changing the Game for Contact Center Technology


Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. Inability to Show or Measure ROI. In terms of financials, there are many avenues to consider in the ROI calculations for Speech Analytics.

The ROI of improved customer experience


Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation.

Employee Engagement & ROI: Are Your Employees Happy and Motivated?

Beyond Philosophy

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience.

Market research as a profit center: How smart companies use customer feedback to generate revenue

Vision Critical

Find ways to boost your partners’ ROI. To convince other companies to pay for customer intelligence you’ve gathered, you need to demonstrate tangible ROI. Business Strategy Marketing Research Customer Intelligence Summit monetization retail ROI

Customer Experience Leads to Recommendations (Charts For 20 Industries)

Experience Matters

CCXP6 Metrics, Measurement, and ROI Customer experience ROI of Customer ExperienceIf you want customers to recommend your company, make sure they have a good experience. In this post, I share data and analysis showing how customer experience correlates to customer recommendations across 20 industries. At the bottom of this post we’ve assembled a number of industry-specific data charts that you can download and use. In the […].