Beyond Philosophy

FEBRUARY 6, 2019

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. As Customer Experience consultants, we see this all the time. What Else Do We Need to Do?

ROI 154

ROI Customer Experience Customers Customer Centricity 154

InMoment XI

NOVEMBER 26, 2024

When you partner with InMoment, you get access to customer experience consulting with practitioners with over 50 years of combined experience that can help you build the best customer experience journey map for your organization. These metrics can help you drive transformative action within your organization.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 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. According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. www.mckinsey.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Second to None

MARCH 29, 2019

Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? While the ROI of CX can seem abstract, and in-turn, difficult to consolidate into a straightforward proposal, the process is not nearly as daunting as one would imagine.

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

InMoment XI

DECEMBER 1, 2022

approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. The key to taking an experience program beyond metrics is to move beyond monitoring customer feedback and stories and focus on the formation of actionable plans for changes informed by them.

Automotive 370

Automotive Return on Investment ROI Reference 370

InteractionMetrics

JANUARY 7, 2025

With over 75 CX practitioners joining the conversation, we dove into the heart of customer journey mappingas a tool for creating experiences that drive ROI. Consultants can help businesses clarify these nuances. Businesses can overlay real-time metrics, bridging the gap between static planning and dynamic CX optimization.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

InMoment XI

AUGUST 9, 2024

The metrics you choose will depend on what your customer experience goals are. You should choose the metric that most closely aligns to your CX goals. You should choose the metric that most closely aligns to your CX goals. Here is a brief overview of some of the most common customer experience metrics: 1. For example.

Customer Experience 221

Customer Experience Net Promoter Score 2024 Customer Journey Mapping 221

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

InMoment XI

FEBRUARY 12, 2024

Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line. To do this, it is important to define your main goals and, more importantly, your main metrics. Here are some common customer experience KPIs and metrics to measure the ROI of Integrated CX.

NPS 195

NPS Net Promoter Score Effort Score ROI 195

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Structured feedback. Get the Guide.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

CloudCherry

FEBRUARY 20, 2019

If you pay for expert help, it should only be in a consultative role or doing a bespoke integration. Are you able to directly ascertain how CX improvements impact financial metrics? You need a direct ROI model to prove your value to the business. You need a direct ROI model to prove your value to the business.

CEM 273

CEM Touchpoint Omnichannel ROI 273

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. 22:04 We discuss the third in the list, Analyze and how the changes you make are going to improve the experience and move the metric identified in the second step, Measure. However, it doesn’t have to be.

ROI 113

ROI Net Promoter Score Customer Experience Consulting 113

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. In fact, data collected by the consulting firm ES Research has shown that 85 to 90 percent of sales training fails to translate into a lasting improvement in productivity. How to Determine Sales Training Metrics.

Metrics 86

Metrics Sales ROI Financial 86

CloudCherry

AUGUST 30, 2018

Ideally, we’d want to know exactly what impact changes will have on the metrics that matter— top line revenue and profit. Using structural equation modeling, a tool called path analysis can connect the dots between experiential aspects and financial metrics. Follow the patterns. Take it beyond NPS.

NPS 150

NPS E Commerce Financial Contact Center 150

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. The post 5 rules for a highly successful customer experience implementation with amazing ROI!

ROI 97

ROI Customer Experience Net Promoter Score Measurement 97

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Jack Dean, a former CFO now with sales consultancy FASTpartners, says CX investments generally have a more challenging financial case if the goal is revenue growth. Get the Guide. Get the Guide.

ROI 150

ROI Webinar Sales Loyalty 150

InMoment XI

AUGUST 16, 2024

These benefits will not only make your organization more profitable, but they will also improve customer metrics such as customer satisfaction. This results in increased customer experience metrics and better positioning against competitors. References Boston Consulting Group. Flipping the Odds of Digital Transformation Success.

2024 195

2024 Omnichannel Customer Journey Mapping Technology 195

BlueOcean

AUGUST 7, 2018

You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. If time is of the essence but you do have the luxury of a larger budget, hiring a consultant to narrow down a list of participants is also a valuable tactic.

Contact Center 189

Contact Center Culture Fashion Consulting 189

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

Stella Connect

DECEMBER 9, 2021

Colin’s company, Beyond Philosophy LLC, has been selected by the Financial Times as one of the best management consultancies for the last two years. Why Memory is the #1 Way to Drive Customer Service ROI in 2022. The post Guest Post: The #1 Way to Drive Customer Service ROI in 2022 appeared first on Stella Connect.

ROI 85

ROI 2022 Customer Service Customer Satisfaction 85

Confirmit

JANUARY 8, 2020

A Voice of the Customer (VoC) program can have a measurable financial impact for organizations by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. Calculate your ROI. What Can I Measure With the ROI Calculator? Consultancy Spend. Get an ROI Consultation.

ROI 52

ROI Definition Document Customer Experience Professionals 52

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. The post A Simple Guide to Renewal Rate Metric appeared first on CSM Practice.

Metrics 89

Metrics Measurement Customer Success Financial 89

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

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

ShepHyken

APRIL 29, 2019

Your Most Important Business Success Metric? Franchising.com) Marketers are besieged with metrics. ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business. Customer Loyalty! by Chad Storlie.

Article 19

Article 2019 Loyalty Programs Customer Service 19

CloudCherry

JANUARY 21, 2020

VoC leaders also see an uptick in customer and employee engagement metrics. Overall, companies with mature VoC programs achieve higher scores on critical CX metrics–including customer effort score (CES), and Net Promoter Score. Identifying essential CX metrics and tracking them regularly can help programs stay on course.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

ShepHyken

JULY 21, 2024

The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. You’ll find lots of interesting findings and commentary.

2024 90

2024 Article Customer Service ROI 90

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics Definition Engagement Measurement 98

Thematic

MARCH 18, 2025

Zendesk backs this with numbers, with trendsetters at the SMB level vs traditionalists realizing 22% higher customer retention rates, 31% higher customer acquisition rates, and 61% higher cross-sell revenue Early AI adopters are found to be 128% more likely to report high ROI from their AI tools in customer experience.

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. 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. That’s how you drive ROI and sustainable growth. ” 3. .

ROI 48

ROI B2B Metrics Culture 48

ChurnZero

JANUARY 6, 2025

The silver lining: finance teams will more amenable to out-of-cycle budget requests compared to the previous two years, if requests are securely anchored to a strategic initiative that is imperative to the business and a strong business case that articulates the ROI. Trend 2: AI and automation become transformative.

2025 52

2025 Customer Success Measurement Leadership 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster.

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

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

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. Tweaks to VoC business-as-usual (the list in the opening paragraph above) are not likely to be enough to transform your VoC into a CX Transformer (truly transforming CX, ROI, and business growth). 4) Drive ROI through value-chain thinking.

ROI 54

ROI Feedback Insights Financial 54

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

CX Journey

JUNE 23, 2016

Have you been able to prove the ROI of focusing on the customer experience to your executives? What's the ROI? If you're faced with this challenge, you're probably wondering how you'll ever be able to answer the seemingly elusive ROI question. Link your customer experience metrics to financial outcomes. McKinsey 3.

ROI 43

ROI Customer Experience Call Center Metrics 43