InMoment XI

NOVEMBER 7, 2024

Hospitality: Sending personalized booking confirmations and pre-arrival checklists for a smoother guest experience. InMoment’s XI Platform lets you quickly prioritize the most important actions from your unstructured data with real-time customer sentiment measures. References Salesforce.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Beyond Philosophy

NOVEMBER 17, 2014

The strike is about higher pay, better benefits, more full-time employment opportunities and the alleged retaliation measures taken against employees who dare to speak up about such things. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Engagement 164

Engagement ROI 2014 2013 164

Alida

OCTOBER 13, 2016

In a breakout session, Amy Moore, strategic insights data manager at Kelley Blue Book, and Steve McSpiritt, market research specialist at Barnes & Noble College, revealed the steps they took to start generating revenue from customer feedback. Amy Moore, strategic insights data manager at Kelley Blue Book.

Marketing 235

Marketing Feedback E Commerce Advertising 235

Opinionator

JANUARY 8, 2021

The power of ROI (return on investment) is undeniable when measuring customer experience. Calculating the ROI of CX is often measured as a ratio between net profit over a set period and the cost of the initial or recurring investment. A high ROI ratio is what companies look for. What is Customer Experience?

ROI 98

ROI Customer Experience Advertising Return on Investment 98

InMoment XI

SEPTEMBER 26, 2024

Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. fully loaded with call center systems and agent handle time and note-taking) Multiply those numbers together and that’s the ultimate goal of ROI you’re chasing. (Eg.

Call Center 195

Call Center Contact Center ROI Telecommunications 195

Customers Rock!

JANUARY 24, 2012

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. There are many ways to measure the success of social media at an organization.

Social Media 82

Social Media Measurement ROI 2012 82

ClientSuccess

OCTOBER 5, 2020

But do you also have a good idea on the ROI they can ‘deliver’ to your team? What is customer ROI? Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer. Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer.

Customer Relationship Management 80

Customer Relationship Management ROI Customer Relationships Management 80

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Answering the pressing need for ROI, the do it yourself approach – powered by intelligent virtual assistants – will continue to deflect the need for human interaction, delivering huge cost savings.

2019 173

2019 Customer Experience ROI 2025 173

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. The program is likely to boost satisfaction and give existing customers an incentive to book rooms in the future. A vague understanding of the ROI. Porch Group Media.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Thematic

MARCH 30, 2025

Identifying Key Performance Indicators (KPIs) Once your data is integrated, the next step is knowing what to measure. When KPIs align with business goals, every insight becomes measurable progress. In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

customer sure

JANUARY 20, 2025

There are two very simple measures you can introduce to help. The second is to measure how satisfied customers are with the ease and speed of getting issues resolved. Measuring ROI in CX: Proving the Value Popular opinion would have you believe that its hard to measure the ROI of CX initiatives.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

Gainsight

MARCH 27, 2025

The latest session, Revenue-Driven CS: Proving ROI & Driving Executive Alignment , featured our very own Chief Revenue Officer, Marilee Bear, who sat down with Marija Skobe-Pilley, Founder of Women in Customer Success. The spotlight was on Gross Retention Rate (GRR), pipeline metrics, and bookings.

Books 52

Books Customer Retention ROI Metrics 52

GetFeedback

AUGUST 14, 2019

That’s why it’s important to understand how you measure up within your industry. Now you know how your CSAT can stand relative to your peers, but I want you to remember one very important thing: Comparing yourself to your peers or simply holding yourself to an industry-standard isn’t the best measure of performance. Get Calculator.

Download 268

Download Customer Satisfaction Measurement 2018 268

Zeisler Consulting

JULY 21, 2020

In fact, there are volumes of articles and books written about it. Again, there’s no silver bullet, but the broad general strokes of the ROI for CX fall really into two categories, as far as I can see: First, there’s the savings that go along with improving the efficiency and effectiveness of your internal processes.

ROI 72

ROI Return on Investment NPS Leadership 72

Playvox

NOVEMBER 15, 2022

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. 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. Manage Human Resources Costs.

ROI 86

ROI Management Contact Center E-support 86

Beyond Philosophy

JANUARY 12, 2015

A Customer Experience is a blend of an organization’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against Customer expectations across all moments of contact. If you want to hear me talk about the new book please join me on a webinar , which will also give a discount on the purchase.

2015 163

2015 Customer Experience CEM Webinar 163

BirdEye

JANUARY 24, 2025

Implement these advanced marketing strategies for different hotel types Build a social media crisis management plan for your hotel’s brand 4 common mistakes to avoid while doing social media marketing for hotels How to measure success in hotel social media marketing?

Social Media 52

Social Media Hotels Marketing Travel 52

Stella Connect

DECEMBER 9, 2021

Colin has written seven bestselling books on Customer experience is the co-host of the highly successful Intuitive Customer podcast. Researching to determine what customers want from your service team can help you choose which emotion you want for your experience that will ultimately move the needle on whatever metric your company measures.

ROI 85

ROI 2022 Customer Service Customer Satisfaction 85

BirdEye

FEBRUARY 5, 2025

Cost-effective marketing: Leverage tools like Meta Business Suite to track your ad spend and optimize paid social ads for better ROI. Organic content paired with targeted ads can deliver incredible ROI without stretching your budget. How can restaurants measure the success of their social media campaigns?

Social Media 104

Social Media Marketing Metrics Events 104

Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. A study found that 78% of brands measure customer satisfaction, yet less than a quarter feel they gain the deep insights needed to truly transform their business. Uncover the Hidden Value in Your Customer Feedback with Thematic.

ROI 62

ROI Net Promoter Score Return on Investment Multi-Channel 62

Calabrio

APRIL 15, 2025

See how – book a free demo today. See how – Book a free demo today! But success isnt just about adding bots its about making them part of an adaptive service strategy. With Calabrio, healthcare organizations can transform self-service into truly adaptive, human-centered patient engagement.

Contact Center 52

Contact Center Healthcare Engagement Demo 52

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

Customer Bliss

DECEMBER 22, 2016

This can be boiled down to a number of core challenges such as: proving ROI and quantifying the business value of customer experience efforts, unifying the organisation siloes and overcoming legacy protocol and technological infrastructure. Overcoming these obstacles is by no means an easy feat! Are you keeping more customers than you lose?

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

ShepHyken

JULY 21, 2024

I love the diner scene from the 1970s movie Five Easy Pieces, which I featured in my first book, Moments of Magic. Measuring the Roi of Customer Experience by Annette Franz (CX Journey) Measuring return on investment, though it seems as simple as benefit divided by cost, is more detailed than that.

2024 89

2024 Article Customer Service ROI 89

Calabrio

FEBRUARY 20, 2025

How to Leverage Chatbot Analytics for Continuous Improvement Monitor Key Metrics To ensure chatbot effectiveness, businesses should track key chatbot performance metrics like: Bot Automation Score (BAS) Measures how well chatbots resolve inquiries. Book a demo to learn more. How self-service adoption improves efficiency.

Contact Center 64

Contact Center Customer Satisfaction Metrics ROI 64

Thematic

FEBRUARY 24, 2025

Use Sentiment Analysis to Measure Customer Emotions Customer emotions play a critical role in shaping their experience with a brand. Book free guided trial of Thematic 6. Picture this: A leading travel company used Thematic Analysis AI to analyze customer feedback and booking patterns.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

CloudCherry

JULY 18, 2018

One of the most popular measures of customer experience is the Net Promoter Score (NPS), which is a measure of loyalty to your brand and an effective method to determine customer likelihood to repurchase, refer friends and family, and resist market pressure to deflect to a competitor. Survey for Net Promoter Score (NPS).

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

GetFeedback

JANUARY 12, 2020

For similar reasons, Southwest doesn’t offer the option to book through third-party sites like Expedia. Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: . Additionally, you measure what are they willing to live with in exchange for what improvement.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

BirdEye

DECEMBER 30, 2024

Writing effective PPC ads is crucial for maximizing ROI, as compelling headlines and clear calls-to-action drive clicks and conversions in competitive markets. Clear call-to-action (CTAs): Design landing pages that guide potential leads toward booking appointments. How do you measure the success of a lead generation campaign?

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

ShepHyken

MAY 3, 2021

That’s a full chapter in my latest book, I’ll Be Back. Customer loyalty Vs ROI: Why the metrics of Digital Marketing are changing by Michael Bush. (Total Retail) Successful e-commerce customer experience will be personally connected, inspiring and entertaining, video-based, and feel much more “human.”.

Article 115

Article E Commerce 2021 Customer Service 115

CSM Magazine

JUNE 20, 2023

But when it comes to maximizing ROI, it should be at the top of your list. Digital marketing Return on Investment (ROI) is the measure of the effectiveness of marketing campaigns and strategies in generating profit. Moreover, ROI is a metric used to calculate the financial gain or loss from an investment.

ROI 52

ROI Customer Service Marketing Social Media 52

CloudCherry

AUGUST 9, 2018

While there are many approaches to managing CX, we believe that modern organizations must use the three pillars of customer experience to provide best in class experiences: Pillar #1: Customer experience must be measured by the customer journey. Measuring Customer Experience across the Customer Journey. Using Predictive Analytics.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

Thematic

JUNE 17, 2024

They shared actionable insights on maximizing the return on investment (ROI) of VOC, moving beyond surface-level metrics to create real business impact. " The focus is moving away from merely improving customer sentiment metrics like NPS and CSAT to driving tangible business value and measurable outcomes.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

Beyond Philosophy

FEBRUARY 10, 2020

However, business is also all about return on investment (ROI). There are a couple of contributing reasons for this prediction, including a lack of focus on return on investment (ROI) for Customer Experience efforts and not measuring the growth these efforts produce. Follow Colin Shaw on Twitter @ColinShaw_CX.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

InMoment XI

APRIL 3, 2024

Each of these advantages leads to and reinforces the same outcome: Increased revenue and improved ROI on customer-facing initiatives. How to Measure Digital Customer Experience In order to measure the success of your digital customer experience, you first need to decide on the metrics that matter the most to your business.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Customer Bliss

AUGUST 4, 2016

By some measures, it’s 3-to-1 or 4-to-1 in terms of a focus on customer acquisition. In that time, I’ve been blessed to author a few books , meet some amazing professionals from companies all over the world, and give speeches on all manner of customer-facing topics. How the idea will be measured.

Customer Retention 157

Customer Retention ROI Customers Measurement 157

inQuba

FEBRUARY 10, 2025

According to CustomerThink , Journey management enables you not only to measure, monitor and optimize customer experience, but align your entire organization with your customers goals. For this reason, its essential to be able to measure customers perception of value delivery and general sentiment. Customers experience friction.

Customer Journey 52

Customer Journey Management Insurance Download 52