Beyond Philosophy

NOVEMBER 10, 2014

An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%. A B2B Telecom reduced costs by 36% and increased revenues by 7%.

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. It increases revenue by bringing more sales from existing customers. By guiding you toward practices that improve customer satisfaction, CXM helps you boost sales.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

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

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

Thematic

MARCH 30, 2025

In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. With that data, they discovered a recurring theme: late-night sales calls were frustrating users—especially across time zones. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Joe Rawlinson

MAY 29, 2019

Well, in this article, we’ll explore a few actionable ways that can help you to increase e-commerce sales and gain an advantage over your competitors. But how can you improve your sales using email marketing? But what can be done? Revamp Your Email Marketing Strategy. Optimize Your Checkout Process. Use Upselling & Cross-Selling.

E Commerce 102

E Commerce Sales E-support Retail 102

BlueOcean

OCTOBER 21, 2024

Calculating Lifetime Customer Value Obviously, the full impact of losing customers isnt as simple as the loss of one particular sale or the associated make-good. 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

Beyond Philosophy

MARCH 20, 2017

I have just read a great new book called Value-ology Palgrave McMillan, 2017. In the book, the authors explain that the single most important factor to determining your business success, is your ability to tune into and deliver what your customers value. Marketing and sales need to collaborate.

2017 137

2017 Customer Centricity Sales Books 137

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . However, business is also all about return on investment (ROI). New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

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

InMoment XI

OCTOBER 8, 2024

By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort. Accessed 10/1/2024.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

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: . The fix: get services professional involved earlier, during the sales touchpoint. .

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

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

BirdEye

DECEMBER 30, 2024

Whether you’re a healthcare provider, a healthcare facility providing healthcare services, or a medical sales company, these strategies will set you up for success. Writing effective PPC ads is crucial for maximizing ROI, as compelling headlines and clear calls-to-action drive clicks and conversions in competitive markets.

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

Kustomer

JANUARY 20, 2022

So he’s joining us today to talk about this idea of loyalty enhancing strategies described in his book: From Impressed to Obsessed: 12 Principles for Turning Customers and Employees Into Lifelong Fans. The book has some real meat to it and it does really jump out with this provocative opening line. Jon, thanks for joining.

ROI 139

ROI Books Customers Definition 139

ShepHyken

MAY 3, 2021

Their CEO and Founder Chuck Surack places the experience over the sale. 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. This company is on my radar. He defines CX as building long-term relationships with customers.

Article 116

Article E Commerce 2021 Customer Service 116

Customer Bliss

APRIL 25, 2019

Jon shares that customer success is a combination of customer-oriented operations enacted during the pre-sales cycle, the initial implementation of the solution, and post-sale relationship development with customers. ” The sales team communicated the ROI and the value the customer was going to receive. .”

Chief Customer Officer 170

Chief Customer Officer Customer Success Consulting B2B 170

Beyond Philosophy

JANUARY 28, 2019

Focus on the ROI of CX improvement. A renewed focus on the ROI of your efforts is vital to the longevity of your CX program. We have had clients like Ricoh Canada that improved their Customer Experience, which led to a rise in sales by 10%—and that was in a shrinking market. We discussed these five areas in a recent podcast.

2019 139

2019 ROI Net Promoter Score Fashion 139

Calabrio

MARCH 25, 2025

Their CRM platform includes built-in Voice of the Customer software options, such as survey management and reporting tools, as well as speech and text analytics solutions, all of which integrate with the sales and marketing automation offerings theyre best known for. Key Features: Customer feedback surveys (NPS, CSAT, etc.).

2025 52

2025 Contact Center Customer Journey Mapping Social Media 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

Thematic

FEBRUARY 24, 2025

Book free guided trial of Thematic 6. Picture this: A leading travel company used Thematic Analysis AI to analyze customer feedback and booking patterns. This resulted in a significant increase in repeat bookings and improved customer satisfaction scores. How do businesses measure the ROI of customer experience improvements?

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Oracle

OCTOBER 12, 2020

When reviewing the submissions for the prestigious Upshot Award for Best Demonstrated ROI in Marketing , one thing is utterly clear — each finalist had to think outside the box and use a data-driven mindset to achieve success. Let’s take a look at the Upshot Award finalists’ best practices on ways to achieve ROI in marketing.

ROI 52

ROI Marketing 2020 Sales 52

Comm100

MAY 5, 2022

This ability to upsell makes chatbots an ideal member of the sales team. . Booking meetings with clients. Unfortunately, booking a meeting over the phone tends to be inconvenient and slow. Thankfully, banking AI chatbots can be used to ease the process of booking meetings. ROI of banking AI chatbots.

Banking 52

Banking ROI Books Omnichannel 52

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

BirdEye

AUGUST 21, 2024

Key benefits of retail marketing platforms A comprehensive retail marketing platform helps businesses maintain branding consistency across all channels, improve online reputation, boost customer engagement, personalize marketing campaigns, and improve marketing efficiency to maximize ROI.

Retail 59

Retail Sales Multi-Channel Marketing 59

Retently

AUGUST 3, 2023

Unlike customer service, which is serviced on a transaction basis (an after-service call or sales-rep interaction), customer experience is an end-to-end interaction, from content discovery to onboarding and online support. Customer Loyalty is Priceless.” – Jeffrey Gitomer When a transaction is done right, you make a sale.

Customer Experience 146

Customer Experience Net Promoter Score Social Media Reference 146

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). Get maximum ROI by building-in interchangeability, transparency, free-flow, accountability, and seamlessness. How to Solve Customer Experience Silos. Solving 10 Customer Experience Silos.

Customer Experience 118

Customer Experience Customer Centricity ROI Customer Experience Management 118

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. John DiJulius Follow @JohnDiJulius. Joseph Michelli Follow @josephmichelli.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ReviewTrackers

APRIL 20, 2021

Add an appointment booking option or link to your digital application forms on your Facebook business Page and Instagram bio. It’s a low-cost, high-ROI banking customer acquisition strategy. Reengineer your sales, service, and marketing strategies based on customer feedback. Respond to customer questions and inquiries.

Banking 123

Banking Social Media Reference Rewards Programs 123

Integrity Solutions

APRIL 16, 2021

Most businesses like to say they’re customer-centric, but in many cases, it only applies to a specific function or department, like sales or customer service. Even then, we often see that there’s really a product-focused or sales-driven mindset that’s influencing how people behave. Enhance ROI from training and development.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

Thematic

MARCH 20, 2025

If the customer abandons their cart, the AI can follow up with a personalized discount or reminder, helping to recover lost sales in real time. Book free guided trial of Thematic The Future of Customer Insights is AI-Driven AI isn’t replacing human decision-making—it’s making it smarter.

Customer Insights 62

Customer Insights Insights Social Media E-support 62

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Shane Goldberg has 20 of experience across customer experience, business improvement, sales operations, and product management. Website : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

FEBRUARY 27, 2015

Don't assume that customer experience personas initiated by engineering (R&D) are only applicable to that function (and vice versa for branding, advertising, marketing, sales, or service-initiated customer experience personas). ClearAction offers a CCXP Exam Prep Course.).

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage. References Fullstory. Access 3/12/2024.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Comm100

AUGUST 10, 2022

This makes sure that agents are always available when high-value, sales inquiries come in that are more likely to drive revenue. HSS Hire adopted Comm100 Chatbot for this exact chatbot benefit and now see 30% of all live chats convert into a sale as their agents can provide fast and attentive support that helps drive conversion.

Customer Service 98

Customer Service ROI Customers Consumers 98

Currency Alliance

JULY 16, 2024

But for a few years now, some travel and most coalition loyalty programs have been experimenting with dynamic values, and the results for improving loyalty ROI and customer engagement are encouraging. Maximizing the gap between these two values is the key to optimizing the effectiveness and ROI of your loyalty program.

ROI 40

ROI Loyalty Loyalty Programs Hotels 40

Lithium

SEPTEMBER 7, 2022

Digital customer care can meet and exceed your original ROI projects in several ways. To get to the bottom of the best ways to use and prove the ROI of Khoros Care, we sat down with Khoros product marketing expert and software engineer Josh Snider to get an expert opinion on the best and worst ways to use Khoros Care.

ROI 52

ROI Social Media Customer Care Brands 52