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

Vision Critical

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . And that’s where research really yields ROI.

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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.

276

3 ways of calculating the ROI of customer relationship intelligence

Vision Critical

Calculating the ROI of ongoing customer engagement is easier than you think. At the Customer Intelligence Summit , three customer-led companies shared how they are making ROI measurement a reality. Track your functional ROI. For us, ROI equals speed,” said Chen.

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Calculating ROI on a New Field Service Management Solution

Astea

One of the most critical questions is, ‘What kind of ROI can we expect?’. Take Astea’s interactive ROI Calculator quiz to get a personalized presentation detailing your estimated Productivity Gains, Cost Savings and Revenue Improvement. Get your free ROI report now!

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Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71

Customer Bliss

Understanding Quick ROI. Podcast accelerate CCO value CCO role CCO Role and Structure Clarifying the CCO role connect ROI to customer experience customer experience ROIEpisode Overview.

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Measuring Loyalty ROI

SuiteCX

Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Is your program performing? Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor.

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ROI of Online Cloud Communities

Natalie Petouhof

In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. Now many years later, I am hearing the same question so I revisited the topic in some new research, ROI of Online Cloud Communities.

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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.

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The ROI of CX Transformation

Clarabridge

It means that you should be able to calculate the real ROI of a customer experience program. In the Forrester Report: The ROI of CX Transformation, you’ll get in depth guidance around making a strong business case for CX Transformation that gets results. Brand experience.

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Value Chain Thinking Improves VoC ROI

MaritzCX

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.

130

CX ROI: Better Customer Experience = More Purchases

Experience Matters

The post CX ROI: Better Customer Experience = More Purchases appeared first on Customer Experience Matters®. Customer experience ROI of Customer ExperienceWe examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions.

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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.

264

Demonstrating Customer Engagement Success through ROI Models

Verint

The intelligence created through customer engagement and customer experience initiatives can facilitate quick, informed decision making, drive positive customer and business outcomes, empower and engage employees—and drive meaningful ROI. If you introduce ROI models and assumptions early in your planning, you can potentially amplify the momentum of your project and clearly show the business impact of project outcomes. What might some ROI business case outcomes look like?

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Measuring Retention and Marketing ROI

SuiteCX

This sounds obvious, but there are some significant challenges in doing this accurately and easily: Loyalty is a long-term phenomenon; so the techniques we use to measure campaign returns – where we hold-out a control group, attribute conversions to the campaign, measure sales lift against the control and report incremental margin achieved versus costs, to arrive at ROI for the campaign – are problematic; How do we apply these disciplines to multi-year customer retention targets?

100

Measuring Retention and Marketing ROI

SuiteCX

This sounds obvious, but there are some significant challenges in doing this accurately and easily: Loyalty is a long-term phenomenon; so the techniques we use to measure campaign returns – where we hold-out a control group, attribute conversions to the campaign, measure sales lift against the control and report incremental margin achieved versus costs, to arrive at ROI for the campaign – are problematic; How do we apply these disciplines to multi-year customer retention targets?

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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.

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ROI of Customer Experience (Infographic)

Experience Matters

In this infographic, we share data from the Temkin Group research report, ROI of Customer Experience 2015. Filed under: Customer experience , Infographic , ROI of Customer Experience. Customer experience Infographic ROI of Customer Experience

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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 .

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New Report: ROI Of Customer Service & Customer Experience

Natalie Petouhof

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. These include: Recommendations and the Bottom Line: Agile Customer Care Delivers ROI .

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ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. How to Calculate Social Customer Care ROI.

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The Slippery ROI Slope

MaritzCX

We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI.

130

Customer Experience ROI Opportunities on B2B Touchpoints

ClearAction

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. 4 Steps to Customer Experience ROI. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints.

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The ROI on Kindness

MaritzCX

“May your children die a horrible death!” screamed the disheveled passenger at the TSA agent at Chicago O’Hare airport last week. I guess he was upset that he could not go down the TSA PreCheck line, since he…well…did not apparently register and/or qualify for the program.

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Customer Experience Investment: Making the Case on the ROI of Improved Customer Service

Solvvy

The post Customer Experience Investment: Making the Case on the ROI of Improved Customer Service appeared first on Solvvy

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CX ROI: Better Customer Experience = More Recommendations

Experience Matters

The post CX ROI: Better Customer Experience = More Recommendations appeared first on Customer Experience Matters®. Customer experience ROI of Customer ExperienceIn a recent post, I showed the correlation between customer experience and consumers’ likelihood to repurchase. Since that post was so popular, I decided to once again tap into our survey of 10,000 U.S. consumers to analyze the relationship between CX (Temkin Experience Ratings) and likelihood to recommend.

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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.

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How To Prove the ROI of Online Review Management

Grade.us

It's demonstrating the ROI of online review management. Ignoring the ROI of online review management means you'll lose. When it comes to demonstrating the ROI of online review management, you can make a case for the obvious. The ROI of online review management is there.

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The Slippery ROI Slope

MaritzCX

We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that. We’re here to help companies achieve their business goals, not to. View Article

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15 Factoids: CX Efforts & ROI (Infographic)

Experience Matters

This first infographic looks at CX efforts and the ROI of those activities. The post 15 Factoids: CX Efforts & ROI (Infographic) appeared first on Customer Experience Matters®. Customer experience Infographic ROI of Customer ExperienceIt’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights.

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The ROI on Kindness

MaritzCX

“May your children die a horrible death!” screamed the disheveled passenger at the TSA agent at Chicago O’Hare airport last week. I guess he was upset that he could not go down the TSA PreCheck line, since he…well…did not apparently register and/or qualify for the program. The TSA agent was an older thin woman who. View Article

100

3 Types of Customer Experience Action Essential to ROI

MaritzCX

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.

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ROI of Human Capital and Organizational Change Management: My Personal Story

Natalie Petouhof

But what I didn’t do is calculate the return on the investment (ROI.) So you might be wondering how did I calculate the ROI of employee development? ” And I saw the ROI. The ROI = Benefit – Cost / Cost x 100 = % Return on the Investment. So to calculate the ROI… Savings of $15M in attrition – Cost of the employee development program of $6M /Cost of the employee development program x 100. The slide with the ROI calculation.

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Creating An ROI For Human Capital And Organizational Change Projects: Part 2

Natalie Petouhof

To help demonstrate the ROI. Examining the ROI for the Career Day. The ROI? Benefit of saving the regular cost of interviewing – Cost of the new interviewing process / Cost of the new interviewing process x 100 = ROI %. Tweet I was working at a company and asked to do several things. First was to recruit 100 engineers. That may not seem like a lot, but for every 100 people we interviewed we had 1 person accept.

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

Velaro

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.

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Increase ROI by reducing customer churn

Syngro

Download our handy presentation that includes a 6th top tip which includes the calculation you need to measure ROI as a direct result of Customer Experience. The post Increase ROI by reducing customer churn appeared first on Maru/Syngro. We all know breakups hurt. Sometimes, we don’t understand why they left and we forever wonder what we could have done differently…. Companies feel that same heartbreak when clients or customers bring the relationship to an end.

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Value Chain Solution to VoC ROI

ClearAction

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.

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Demonstrating the financial ROI of better customer experience

Eptica

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?

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

StellaService

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.

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Episode #2 – The ROI of Focusing on the Customer Experience - Transforming the Customer Experience

Kristina Evey

This episode focuses on the ROI of the Customer Experience using real world examples. This episode focuses on the ROI of the Customer Experience using real world examples. Using the lifetime value of your customer is extremely important for everyone within your organization. If you don’t know your average lifetime customer value, I’ll walk you through how to determine that number here and what it can bring or cost your company.

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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

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