eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. The exact same criticism can be made about every metric for everything.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Calculate your business’ ROI using InMoment’s VoC tools. This is an important metric to track if you want to gauge long-term loyalty.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. Fill out the calculator below to reveal how much ROI you can get from utilizing InMoments platform: Calculate your business’s ROI using InMoment’s VoC tools. What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. If the ROI doesn’t justify the time, cost, and resources required to develop the feature, it might be better to focus on other initiatives. Would a workaround or alternative solution better suit the customer?

Feedback 516

Feedback ROI Innovation B2B 516

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. Fighting the Cost Center Mindset.

Metrics 219

Metrics 2019 Customer Care Measurement 219

eglobalis

JUNE 27, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Standardized performance metrics, tailored to account for regional differences, ensure accountability.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Experience Investigators by 360Connext

JANUARY 7, 2025

This article offers a step-by-step approach to creating your CX strategy from setting a vision to implementing and refining your plan to empower you to turn CX into a true revenue generator for your organization. Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Have questions?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

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. . CSAT and NPS are both important metrics, but they don’t reveal the attitude, emotion and intent of customers.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Beyond Philosophy

FEBRUARY 6, 2019

This discussion was predicated by two articles I read from Nunwood and Forrester late last year. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. Only a small number of companies can demonstrate in actual figures an ROI connected to Customer Experience efforts.

ROI 154

ROI Customer Experience Customers Customer Centricity 154

InMoment XI

APRIL 7, 2017

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. It’s about viewing VoC itself and VoC actions and metrics as value chains. View Article. What is a value chain?

ROI 150

ROI Metrics Article Marketing 150

InMoment XI

APRIL 7, 2017

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. It’s about viewing VoC itself and VoC actions and metrics as value chains. View Article What is a value chain?

ROI 150

ROI Metrics Article Marketing 150

ClearAction

JANUARY 11, 2015

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded.

Customer Experience Management 119

Customer Experience Management Metrics Customer Experience Management 119

GetFeedback

MAY 2, 2019

It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. How to Justify the Case for CX in Your Organization (and Prove the ROI!).” Proving the ROI of your CX initiatives. Why your leadership should care about CX.

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem. The first step is to review your metrics and listen to customer feedback regularly.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy. by Tara Thomas.

2016 109

2016 Article Social Media Customer Service 109

eglobalis

JULY 31, 2024

This article delves into the top ten MarTech solutions, that significantly improve CX outcomes. Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Article 115

Article E Commerce 2021 Customer Service 115

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Only one-third!

ROI 98

ROI E Commerce E-support Metrics 98

InMoment XI

DECEMBER 13, 2024

The dashboard visualizes these metrics on a unified platform to provide insight into agent and call center performance. It monitors metrics like average talk time, call availability, and cost per call. Tracking Call Center Metrics Businesses can track call center metrics to ensure teams are meeting their objectives.

Call Center 195

Call Center Contact Center Social Media Metrics 195

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment. Your existing customers are far easier to upsell.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Therefore, it’s lagging.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article reminds of this strategy. Even if you’re not in retail, you should read this article. by Mary Drumond.

2019 122

2019 Article Customer Service Leadership 122

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.

2024 89

2024 Article Customer Service ROI 89

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

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

InMoment XI

OCTOBER 4, 2024

Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

ShepHyken

APRIL 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Your Most Important Business Success Metric? Franchising.com) Marketers are besieged with metrics. Customer Loyalty! by Chad Storlie.

Article 19

Article 2019 Loyalty Programs Customer Service 19

BirdEye

DECEMBER 29, 2022

There are a variety of different social media metrics to choose from, and the ones best for your business will depend on your marketing goals. In this article, we’ll tell you about the 13 social media metrics you should track to effectively measure the success of your campaigns. Table of contents What are social media metrics?

Social Media 98

Social Media Metrics Net Promoter Score Return on Investment 98

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Does it increase our revenue or profit?

ROI 97

ROI Customer Experience NPS Financial 97

InMoment XI

FEBRUARY 15, 2023

We’ve evaluated the pros and cons of primary reporting locations for the customer experience (CX) function and ideal CX leader qualities in previous articles, “ Where Should CX Live Within An Organization? ” and “ Does Who’s Driving the CX Bus Make a Difference? And your C-Level executives, board and shareholders expect this.

Sports 221

Sports Leadership Lifetime Customer ROI 221

Think Customers

JUNE 13, 2024

This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. She’s dissected and painstakingly diagrammed each one. Hunsaker gets it.

ROI 64

ROI Chief Customer Officer Metrics Webinar 64

GetFeedback

OCTOBER 14, 2019

That will allow you to see the correlations of different metrics. . Oftentimes, this is because it can be difficult to get momentum behind initiatives that require more effort to prove the ROI. Or, as a last resort, you can use a spreadsheet to keep track of all your articles that need to be reviewed.

Customer Experience 220

Customer Experience 2008 Document Metrics 220

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. They want proof in the form of ROI.

Article 77

Article 2021 Customer Service Metrics 77

Playvox

NOVEMBER 15, 2022

With WFM ROI like that, it pays to find the right workforce management software to improve workflow and deliver efficiency gains across all of your channels. Related Article: Five Coaching Tips For Contact Center Agents that Work. Related Article: What is WFM (and How Does it Apply to Our Daily Lives)? Automate Reports.

ROI 86

ROI Management Contact Center E-support 86

GetFeedback

MAY 13, 2019

In this article, let’s explore how to recognize and gather Voice of the Customer (VoC) feedback, how to organize, collate, and action the feedback, and how to prove the value these programs have to your organization. At a minimum, every company should measure and trend key customer experience metrics such as NPS, CES, and CSAT.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! So, what’s the solution?

Metrics 62

Metrics Management ROI Effort Score 62