Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. By focusing on VoC ROI, businesses can make data-driven decisions that enhance customer experience and drive business performance. In fact, research has shown that addressing complaints effectively can drive significant ROI.

ROI 62

ROI Net Promoter Score Return on Investment Multi-Channel 62

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

CSM Magazine

JUNE 20, 2023

But when it comes to maximizing ROI, it should be at the top of your list. What is Digital Marketing Return on Investment? Digital marketing Return on Investment (ROI) is the measure of the effectiveness of marketing campaigns and strategies in generating profit.

ROI 52

ROI Customer Service Marketing Social Media 52

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

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. Book free guided trial of Thematic 5. Quantify the ROI of VOC and demonstrate the value of CX to the broader organization.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). If you aren’t getting your customers an outstanding return on investment (ROI), then why should they hire you? Then I began conference speaking. Everyone blows it from time to time.

Consulting 110

Consulting Financial 2002 Return on Investment 110

Beyond Philosophy

NOVEMBER 14, 2020

Joe Pine is the author of the book that started it all, The Experience Economy. In addition to tying your efforts directly to return on investment (ROI), I advise champions of Customer Experience to determine the lifetime value of customers they serve.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

Calabrio

MARCH 25, 2025

Determine Budget and ROI: Pricing Model: Understand the software’s pricing structure and consider your budget. Return on Investment (ROI): Use available ROI and savings calculators to evaluate the potential return offered by the software in terms of improved customer satisfaction, reduced churn, and increased revenue.

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

Beyond Philosophy

JULY 18, 2024

When my coauthor and I wrote our book The Intuitive Customer several years ago, I acquired the most recent iPhone for the time, I don’t remember which model. In other words, we discover that what drives the return on investment (ROI) is not the organization’s focus. Now, this finding is a good thing.

ROI 78

ROI Customer Experience Customers Presentation 78

Alida

NOVEMBER 8, 2017

Which books or other resources (podcasts, conferences etc.) There are many but the most influential book I’ve ever read is Leadership and Self Deception by the Arbinger Institute. Finally, I’ve read all of Jack Welch’s books. have had the most impact on your career? All have shaped who I am as a woman, an employee and a leader.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

BirdEye

MAY 11, 2023

This could be visitors who provide their email address,phone number, fill a form, or book a call so you can contact them directly. Return on investment (ROI) Return on investment (ROI) denotes the value an investment provides. That gives you a conversion rate of 0.05%.

2023 98

2023 Social Media Webinar Return on Investment 98

C3Centricity

JUNE 8, 2020

From ROI / ROR to ROE. There has been a lot of discussion in the past few years about the need to move from a return on investment to a return on relationships. During my presentation, I shared many ideas; here are a few of the points I covered: #1.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

BirdEye

DECEMBER 29, 2022

Channel reporting Return on Investment (ROI) metrics 12. Return on Investment (ROI) metrics. Social media ROI metrics are becoming increasingly important as businesses try to quantify the value of their social media efforts. Another good ROI metric is cost per thousand impressions (CPM).

Social Media 98

Social Media Metrics Net Promoter Score Return on Investment 98

ShepHyken

APRIL 10, 2023

In his book, The Human Experience , John Sills shares the three myths that create poor customer service. The Myth of Return on Investment. His first book, The Human Experience: How to make life better for your customers and create a more successful organization, is now available. The Myth of Customer Feedback.

Return on Investment 62

Return on Investment Poor Customer Service Contact Center Books 62

C3Centricity

MAY 20, 2019

Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. From ROI / ROR to ROE. There has been a lot of talk recently on moving from a return on investment to a return on relationships. There is no hiding from their clients for hospitality!

Hospitality 106

Hospitality Hotels Social Media Return on Investment 106

ShepHyken

APRIL 19, 2022

He is the host of the podcast, Off the Floor , and the author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World. Top Takeaways: Chris shares THE 5 CORE CONCEPTS TO CUSTOMER SERVICE from his book, The Choreography of Customer Service. What is the ROI of customer experience?

Return on Investment 66

Return on Investment Banking Books Measurement 66

Comm100

JANUARY 11, 2023

Best of all, bringing all these benefits to a customer service environment comes with significant return on investment. They are capable of capturing leads, booking meetings, routing chats, and more, in a conversational way that feels natural for customers. Lower service costs and substantial ROI.

2023 98

2023 Customer Service Return on Investment Healthcare 98

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. By operating more efficiently and increasing overall productivity , organizations can reduce costs.

Contact Center 52

Contact Center Omnichannel 2025 Touchpoint 52

ClearAction

MARCH 23, 2015

Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Let's discuss your goals for this area: The post Customer Experience Governance: Do This, Not That appeared first on Customer Experience ROI Enablement.

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

Gainsight

MARCH 21, 2019

Number One: No return on investment—no return at renewal. We think about it like this: On the two-by-two, the x-axis is outcomes, or you could call it ROI or business value realization—is the customer achieving their desired outcome with your product or service? Define ROI goals. Are they happy with your company?

ROI 78

ROI Webinar Return on Investment Customers 78

Calabrio

APRIL 11, 2025

With the best approach to training, the return on investment can be significant, to say the least. Measuring Training Effectiveness & Ensuring Continuous Improvement Investing time and resources into training is only worthwhile if it yields results. The stakes have never been higher.

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). If you aren’t getting your customers an outstanding return on investment (ROI), then why should they hire you? Then I began conference speaking. Everyone blows it from time to time.

Consulting 60

Consulting Financial 2002 Return on Investment 60

inQuba

APRIL 21, 2022

What moves the needle is the ability to drive action and a tangible return on investment,” said Wendy Greenham, Senior Director of Global Partnerships at InMoment. Book a demo Start Trial Contact us. Today, customer experience insights are not enough. About InMoment. ??Improving Improving experiences is why InMoment exists.

2022 52

2022 Return on Investment ROI Customer Journey 52

ClearAction

NOVEMBER 18, 2017

This is a big reason behind survey response rates that are low, as well as internal disillusion with customer experience management ROI (return on investment). Steer clear of metric mis-matches that mask underlying factors, fog up the big picture, or compel cooking the books.

Metrics 67

Metrics Customer Experience Customer Experience Management Return on Investment 67

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. This is another financial metric that can be used to demonstrate the ROI (Return of Investment) of the customer success team. Customer Financial Metrics. 9. Quarterly Expansion Revenue.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

customer sure

JULY 18, 2016

But sometimes a colleague will ask you to justify the Return on Investment (ROI), or maybe you’ve just forgotten quite how many are the business benefits of customer feedback. Get my e-book on growing revenue through customer satisfaction. ” Further Reading. Financial benefits of customer feedback.

Feedback 69

Feedback Return on Investment Customer Satisfaction ROI 69

Comm100

NOVEMBER 13, 2022

The efficiencies of live chat also mean a high return on investment (ROI) for the technology. Access our Live Chat ROI Calculator to learn how much your team can save by introducing live chat. . Chatbot ROI Calculator – Find out how much money your team could save with an AI Chatbot .

Customer Service 97

Customer Service Omnichannel Social Media 2021 97

Comm100

DECEMBER 8, 2017

And, if a company takes the time to thank and nurture its relationship with us, we feel compelled to return the favor in how we spend our money. Cialdini’s best-selling book, Influence: The Psychology of Persuasion, explores the rule of reciprocation as a behavioral motivator. Ready to send your customer a thank you letter?

Social Media 72

Social Media Return on Investment White Paper Customers 72

Gainsight

OCTOBER 22, 2020

Return on Investment (ROI). Your team can streamline weekly forecast meetings, keep leadership apprised of what’s happening with your renewal book of business, and create more accurate forecasts to enhance your renewal management process. Product usage or license utilization. Customer sentiment (e.g. NPS, CSAT).

Customer Base 59

Customer Base Return on Investment NPS Metrics 59

Comm100

NOVEMBER 13, 2022

Find out how much money a chatbot could save your organization with our Chatbot ROI Calculator. Depending on need, these requests can include booking meetings, capturing contact details, or registering attendees for upcoming events. Generates substantial ROI through lower service costs. Book meetings. Immediate support.

E-support 52

E-support ROI Healthcare Books 52

ClientSuccess

MAY 14, 2019

One strategy that has worked well for me has been taking a step back to look at my entire book of business. When I do this, I focus primarily on return on investment (ROI) whether it be success criteria or desired outcomes. Proactively seeking to understand your book of business is an imperative step.

Touchpoint 45

Touchpoint Customer Success Engagement Return on Investment 45

ViiBE Blog

FEBRUARY 28, 2022

Anna Gorina February 28, 2022 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! ViiBE Blog How can live chat integration with co-browsing improve CX? Download now Live chats are confidently becoming an essential tool for any digital business.

2021 52

2021 Download E-support 2022 52

BirdEye

AUGUST 20, 2024

Appointment booking: The chatbot can book appointments directly through the chat, making it convenient for customers to schedule HVAC services. Customer support: It uses AI to answer frequently asked questions, freeing up your team to handle more complex inquiries. Here’s how to develop a winning approach: 1.

Marketing 59

Marketing Social Media Multi-Channel Loyalty Programs 59

ChurnZero

FEBRUARY 8, 2019

This not only hurts your book of business but it’s also hard not to let it get you down. ChurnZero Resource – ROI Calculator. As we strategize for the year ahead, it’s time to make sure you are investing for your Customer Success team wisely. Better Now – Post Malone Nominated for Best Pop Solo Performance.

2019 45

2019 Customer Success Net Promoter Score NPS 45

Kayako

OCTOBER 23, 2017

If you can justify a high ROI of a change, it would be difficult for a product manager to say no. Our 29 page e-book dives deeper into these topics and more. Featuring a three page easy to use template, we’ll walk you through: Calculating the return on investment of a feature. Time really adds up.

Feedback 54

Feedback E-support Net Promoter Score Metrics 54

ERDM

JANUARY 22, 2019

Formal onboarding strategies and programmes (Figure 3) yield a very good return on investment (ROI). This is really where the primary ROI of the charging stations is realised. SURPRISE AND DELIGHT THANK-YOU PROGRAMMES Surprise and delight and thank-you programmes are one of the highest ROI programmes a firm can have.

Customer Experience 53

Customer Experience Sales Customers B2C 53

ChurnZero

JUNE 27, 2023

Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI). We recently underwent this exercise ourselves at ChurnZero when the CX team re-segmented our entire customer base as part of a book shift. This affects your customer segmentation strategy.

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 52