CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Stop, Collaborate, and Listen.”

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. ” My Comment: Let’s start this week’s Top Five with a fun article by fellow customer experience expert Chip Bell. So, let’s learn!

2024 89

2024 Article Customer Service ROI 89

Win the Customer

DECEMBER 21, 2024

Customized content: Present customers with content that is relevant to their interests and needs, such as personalized articles, blog posts, and videos. This involves: Defining clear objectives: Set specific, measurable, achievable, relevant, and time-bound (SMART) objectives for your AI-powered CX initiatives.

Social Media 59

Social Media Roadmap Return on Investment ROI 59

Joe Rawlinson

JANUARY 24, 2025

This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success. It involves techniques like data mining, statistical analysis, and predictive modeling to understand trends, measure performance, and anticipate future scenarios.

E Commerce 78

E Commerce Financial Return on Investment E-support 78

InMoment XI

NOVEMBER 10, 2016

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. View Article.

Return on Investment 150

Return on Investment ROI Measurement Article 150

Strativity

OCTOBER 16, 2017

But, oftentimes, firms struggle to forecast and measure the true economic value of such programs. Strativity has a methodology, which it has used with clients, to determine the financial return on investment (ROI) for customer experience initiatives and programs using a fact-based approach. Sample ROI Roll Up.

Return on Investment 45

Return on Investment ROI Customer Experience Financial 45

Alida

MARCH 21, 2018

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. . Many smart companies use NPS and CSAT studies to measure how well they’re meeting the needs and expectations of their customers.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

Return on Investment 52

Return on Investment Customer Insights Insights Competitive Advantage 52

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. How will employees be measured on your CX Strategy? Stop, Collaborate, and.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. How will employees be measured on your CX Strategy? Stop, Collaborate, and.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX University

FEBRUARY 27, 2018

Part of the Series: Financial Measurement is Critical for the Future of CX. The enduring question posed by the C-suite is what is the return expected from the investments? Measuring Incremental Profit for CX Programs. This “incremental profit” is the “Return” in the “Return on Investment” measure.

Measurement 63

Measurement Financial Return on Investment Loyalty Programs 63

Strativity

OCTOBER 16, 2017

But, oftentimes, firms struggle to forecast and measure the true economic value of such programs. Strativity has a methodology, which it has used with clients, to determine the financial return on investment (ROI) for customer experience initiatives and programs using a fact-based approach. Sample ROI Roll Up.

Return on Investment 40

Return on Investment ROI Customer Experience Financial 40

ShepHyken

OCTOBER 22, 2021

Now is the time to invest in ways that will pay off in the future, not just for your customer experience but also for your company’s reputation. Measure the metrics and look closely at the relationship between your return on investment and your customer experiences.

Customer Experience 152

Customer Experience Management Return on Investment Banking 152

CloudCherry

JANUARY 22, 2020

Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s advantage.

White Paper 243

White Paper Social Media Feedback 2019 243

Talkdesk

SEPTEMBER 18, 2020

A knowledge management platform helps Quality Assurance (QA) deliver relevant knowledge articles and guides to agents. A common question that arises is, “How do I set up a knowledge management strategy when most of my team is remote, and measure its efficacy?” Prepare a list of desired outcomes and work accordingly to achieve them.

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116

CSM Magazine

FEBRUARY 12, 2025

Similarly, our collaboration with DHL Express showcased the tremendous value of thorough discovery this time via a WFM consultancy engagement that uncovered opportunities that led to a programme delivering significant savings and extraordinary return on investment.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

ClearAction

SEPTEMBER 16, 2016

Performance measurement of the business may be different from performance measurements of organizations, individuals, and teams. Businesses measure what’s tied to goals; this may work well if the goals are accurately tied to accurate assumptions and well-founded shared vision for customer experience excellence. 9) Metrics Silos.

Customer Experience 106

Customer Experience Return on Investment Chief Customer Officer Customers 106

BlueOcean

MARCH 30, 2018

Blue Ocean: Return on investment is crucial, but its measurement isn’t always tangible. For more insight, read our recent article on questions to ask in the contact center procurement process , or skip right to our list of contact center RFP questions. Best Total Value.

Insights 184

Insights Contact Center Hospitality Culture 184

Totango

JULY 1, 2022

One of the most important loyalty metrics is the Net Promoter Score (NPS) , which uses a scale of 0 to 10 to measure a customer’s willingness to recommend a company, product, or service to a friend or colleague. B2B SaaS brands can build customer loyalty by taking several strategic measures.

B2B 114

B2B Loyalty Net Promoter Score B2C 114

BirdEye

DECEMBER 29, 2022

However, measuring the success of social media campaigns can be challenging. In this article, we’ll tell you about the 13 social media metrics you should track to effectively measure the success of your campaigns. Channel reporting Return on Investment (ROI) metrics 12. Traffic to websites 11. Cost-per-click 13.

Social Media 98

Social Media Metrics Net Promoter Score Return on Investment 98

BirdEye

DECEMBER 19, 2024

Artificial intelligence (AI) is a business multiplier, enabling companies to process millions of data points instantly and make real-time decisions that drive measurable growth. The following eight steps provide a proven framework for building and implementing an AI marketing strategy that delivers measurable results.

Marketing 52

Marketing Social Media Hospitality ROI 52

ShepHyken

NOVEMBER 1, 2019

This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Corporates defy mapping because they believe it to be an accurate measurement that can giveaway important nuances of their business.

Customer Journey Mapping 88

Customer Journey Mapping Customer Journey Customer Experience Touchpoint 88

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. So, how does your CX team rise to the occasion?

Customer Success 139

Customer Success Return on Investment Customer Centricity B2C 139

InMoment XI

DECEMBER 13, 2024

Benefits of a Call Center Dashboard A call center dashboard streamlines the process of measuring agent performance and customer experiences. They monitor metrics like cost per call (CPC) and revenue per interaction to determine the call center’s return on investment (Rter.

Call Center 195

Call Center Contact Center Social Media Metrics 195

Totango

JUNE 24, 2022

SaaS companies face distinctive challenges, including pursuing different goals, using various methods to measure success, and relying on different tools to deliver successful outcomes. SaaS companies face an array of distinctive challenges in defining, delivering, and measuring customer success. Establish Your SaaS CS KPIs.

Customer Success 109

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 109

BirdEye

MARCH 10, 2023

In this article, we’ll cover what a social media audit is, how to do an audit, and provide a free, comprehensive social media audit template for businesses to use right away. Reach measures the size of the audience that sees a company’s social media content. Sentiment measures the overall tone of user feedback.

Social Media 98

Social Media 2023 Metrics Return on Investment 98

BirdEye

MAY 11, 2023

This article covers the most effective ways to generate leads for your mortgage business to keep it afloat. Tracking and measuring your mortgage lead generation efforts It is important to keep a close eye on your lead generation efforts for the mortgage business.

2023 98

2023 Social Media Webinar Return on Investment 98

Calabrio

APRIL 11, 2025

With the best approach to training, the return on investment can be significant, to say the least. Define Clear, Measurable Program Goals Consider: what does success look like for your contact centers training program? Set SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals.

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

BirdEye

APRIL 24, 2023

This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods. It’s measurable. Set clear objectives: Establish specific, measurable, attainable, relevant, and time-bound (SMART) goals. Why is digital marketing important?

Marketing 93

Marketing Social Media B2C Advertising 93

Lumoa

NOVEMBER 29, 2021

In this article, we explain the relationship between revenue growth and customer experience. If the switching barriers are high, the customer experience investments don’t necessarily pay off. 1) Measure the customer experience to understand how your customers feel about you.

ROI 97

ROI Customer Experience NPS Financial 97

CloudCherry

JANUARY 21, 2020

Notably, Aberdeen’s research found that best-in-class VoC leaders achieved measurable financial and operational benefits. According to a Harvard Business Review article, you may consider social media comments, mystery shopper feedback, review sites, and first-hand observation from frontline employees. Financial Benefits.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

C3Centricity

MAY 20, 2019

There has been a lot of talk recently on moving from a return on investment to a return on relationships. For some great examples of successful UGC campaigns, I highly recommend checking out this article on Wedevs. From ROI / ROR to ROE. ” #3. Value is more important than price.

Hospitality 106

Hospitality Hotels Social Media Return on Investment 106

ClearAction

JANUARY 28, 2015

This is a stumbling block for CXM return on investment (ROI), making it tough to show higher revenue relative to investment for the following reasons: Investment versus Return : It takes a certain amount of corporate machinery to continually entice positive word-of-mouth, cross-selling, up-selling, and so forth.

ROI 89

ROI Customer Experience Management Customer Experience Management 89

Totango

JUNE 28, 2022

Maximize Your Return on Investments. During an economic downturn, your greatest investment should be in your current customer base. You can evaluate the health of your customers by measuring key indicators like product usage and engagement, service utilization, customer satisfaction scores (i.e.

Return on Investment 78

Return on Investment Competitive Advantage ROI Communication 78

Ecrion

MARCH 27, 2020

Rarely did they include concrete objectives with clear metrics that could be measured. It is easy to say that the true impact of CX projects can’t be measured, and that there is therefore no use in trying. Should we allow a customer to enter into a relationship with us without solid business objectives and measurable metrics?

Customer Experience 74

Customer Experience B2C Customer Journey Mapping Metrics 74

Calabrio

MARCH 4, 2025

Cost Savings + Increased Revenue = Greater ROI While the initial investment in software and implementation might seem daunting, an omnichannel approach to customer service can bring an incredible return on investment. Todays software ensures that experiences are not just visible but measurable.

Contact Center 52

Contact Center Omnichannel 2025 Touchpoint 52

Zeisler Consulting

JULY 21, 2020

I have written previously a couple times about return on investment for CX. In fact, there are volumes of articles and books written about it. It’s almost as though there’s a sense of having to prove ourselves as CX professionals constantly. Having to justify our existence is something I’ve had lots of experience doing.

ROI 72

ROI Return on Investment NPS Leadership 72