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.

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How to Effectively Capture the Power of Customer Experience ROI

Customer Bliss

It lays the groundwork to enable the work because it connects it to ROI and growth. Doing “customer math” has changed and shifted CEO and leadership teams’ perception of this work and connected it to ROI all over the world in every type of B-B and B-C company.

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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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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.

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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.

ROI 260

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.

ROI 260

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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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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Inside the ROI of Consistency in Customer Interactions

Topdown

Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. The negative feeling that develops in this customer experience (CX) has more impact than some may realize. Customer Experience

13 compelling stats on the ROI of Vision Critical’s customer intelligence platform

Vision Critical

Adopting a relationship-based approach to customer intelligence gathering delivers substantial value and ROI. . million over three years, translating into an ROI of 590%. That ROI is equivalent to a net present value (NPV) of $4.4

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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.

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The ROI of CX

ForeSee

The post The ROI of CX appeared first on ForeSee. Energy & Utilities ROI of CXOne finding from our new Utilities CX Insights report really stands out: Eighty percent of people said that they’d be willing to forgo the call center completely if utility providers.

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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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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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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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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

ROI 200

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 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

ROI 200

Try These 5 Low-Cost, High-ROI Customer Acquisition Strategies

ReviewTrackers

So what are some of the lowest-cost, highest-ROI ways to win new customers? 5 Low-Cost, High-ROI Customer Acquisition Strategies. When done right, location pages can be a powerful SEO machine and high-ROI customer acquisition strategy. Let’s talk customer acquisition strategy.

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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.

ROI 260

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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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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The ROI Of Track And Trace Solutions

Forrester's Customer Insights

internet of things (IoT) IoT analytics return on investment (ROI Securing executive buy-in for any digital investment requires a detailed and carefully articulated business case.

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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.

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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.

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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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?

ROI 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?

ROI 100

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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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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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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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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How Voice of Customer (VoC) Programs Really Deliver ROI

MaritzCX

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.

ROI 200

How Voice of Customer (VoC) Programs Really Deliver ROI

MaritzCX

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.

ROI 200

How Voice of Customer (VoC) Programs Really Deliver ROI

MaritzCX

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.

ROI 200

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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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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