TechSee

SEPTEMBER 26, 2024

In this post we will explore the best practices and strategic considerations when determining your core objective: projecting the ROI of Agentic AI. For enterprise leaders looking to optimize their customer service operations, the return on investment (ROI) of Agentic AI is undeniable. Below are a few examples.

ROI 124

ROI Average Handle Time Net Promoter Score NPS 124

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. According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

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. Absence of qualitative data.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

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

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

BirdEye

FEBRUARY 5, 2025

How to create a solid restaurant social media marketing strategy 21 tips for restaurant social media marketing Key metrics to monitor when optimizing your restaurant social media marketing FAQs about restaurant social media marketing Birdeye makes restaurant social media marketing easier Why restaurant social media marketing is important?

Social Media 104

Social Media Marketing Metrics Events 104

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

Thematic

MARCH 30, 2025

Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For marketing teams, metrics such as customer retention , conversion rates , and social sentiment provide insight into campaign effectiveness. Curious what your customer data is really saying?

Customer Insights 62

Customer Insights Insights Feedback E-support 62

BirdEye

DECEMBER 28, 2024

Location-specific content can help you meet diners at different stages of their decision-making process and build a relationship even before they need a restaurant booking. Monitor social media metrics to understand which content performs best with your audience. Higher clicks instantly translate into higher ranking on local searches.

Social Media 97

Social Media Books Demo Events 97

Kayako

JULY 6, 2017

All that is captured in these customer service books. Luckily, as support grows as an industry, support minded folks are taking to their computers to write books on customer service which serve as guidance and thought-leadership for those building a career within it. 10 of the best career-inspiring customer service books.

Books 43

Books Customer Service Document Culture 43

InMoment XI

OCTOBER 8, 2024

Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs. You can use metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to monitor specific aspects of your customer experience and identify areas of improvement.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

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

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

Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. This comprehensive guide will delve into the evolving landscape of VOC, exploring the shift from sentiment-based metrics to tangible business value. Uncover the Hidden Value in Your Customer Feedback with Thematic.

ROI 62

ROI Net Promoter Score Return on Investment Multi-Channel 62

customer sure

JANUARY 20, 2025

Measuring ROI in CX: Proving the Value Popular opinion would have you believe that its hard to measure the ROI of CX initiatives. Discover how to measure the ROI of CX in our webinars and guides. review of the simple steps you could take to improve book a discovery call now. Thats simply not true.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

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

Customer Bliss

SEPTEMBER 12, 2019

Now, more than ever, the 5 competencies that I introduced in my best-selling book, Chief Customer Officer 2.0: Elevate customer growth/loss as a success metric of the business. Teach teams to build reliability metrics for priority experiences. Elevate priority process metrics in critical experiences to earn C-suite focus.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

Customer Bliss

NOVEMBER 3, 2016

Grab a hard copy of my book Chief Customer Officer 2.0 and flip on over to page 175. Operational reliability metrics. My big four powers of the customer room have always been: Connecting the work of CX to ROI. ROI should be everything in business. The power of the customer room: Visual storytelling. Aided listening.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Customer Bliss

NOVEMBER 1, 2018

She specifically references lessons learned from my book, I Love You More Than My Dog , that you should connect your personal self with your business self. Tactic 5: Assess your Employee ROI. When looking at ROI as it relates to people, Carolyne looked at data from the HR team to understand employee churn.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

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

ClearAction

NOVEMBER 18, 2017

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s because what gets measured gets managed.

Metrics 67

Metrics Customer Experience Customer Experience Management Return on Investment 67

BirdEye

JANUARY 24, 2025

Travelers now rely on social media platforms like Instagram, Facebook, and TikTok to discover and book their next trip. Increase direct bookings and reduce dependency on OTAs Third-party booking platforms and online travel agencies (OTAs) take a significant cut from each reservation.

Social Media 52

Social Media Hotels Marketing Travel 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

BlueOcean

OCTOBER 21, 2024

While companies are increasingly tracking customer lifetime value (LTV), the accuracy of the key metric still often falls short. The LTV calculation can play an important role in determining the ROI of your customer care team and specifically, the customer save team. Book an appointment today.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

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

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

ClearAction

DECEMBER 30, 2017

When it’s not, we’re investing a lot in efforts that aren’t producing what they otherwise could (sub-optimal ROI). In this article series we’ve discussed the quandaries and solutions for 10 types of customer experience silos: organizational, channels, systems, data, processes, vision, assumptions, goals, metrics, and handoffs.

Customer Experience 118

Customer Experience Customer Centricity ROI Customer Experience Management 118

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

Call Center 74

Call Center Metrics Multi-Channel Contact Center 74

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. Read the full Complete Care case study.

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

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

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

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

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. On occasion, we see true ROI calculated from social media initiatives.

Social Media 82

Social Media Measurement ROI 2012 82

Customer Bliss

MAY 19, 2016

There are also dozens of examples in my books.) If you do that, the listening aspect will have ROI. What metrics are being used to evaluate each senior leader? You can learn more about customer experience competencies here or in my books , and please don’t hesitate to reach out with any questions. Is it shared?

Customer Experience 171

Customer Experience Social Media Leadership Books 171

CloudCherry

JULY 18, 2018

Now, advanced data models can take the guesswork out of ROI predictions. Besides predicting measures like NPS, these methods can be used to forecast customer retention or traditional financial metrics like average revenue per customer.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52