Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. While VOC data holds valuable insights, it’s often difficult to quantify the impact of these insights on business outcomes like revenue growth, customer retention, and overall business growth.

ROI 62

ROI Net Promoter Score Return on Investment Multi-Channel 62

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). Experience Growth: This type uses the Customer Experience to foster customer-base increases in the organization.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

Thematic

MARCH 30, 2025

Companies that use AI-driven customer insights don’t simply react faster—they stay ahead of the curve. In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Beyond Philosophy

JANUARY 28, 2019

However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. 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.

2019 139

2019 ROI Net Promoter Score Fashion 139

Beyond Philosophy

JULY 18, 2024

They didn’t engage with the other side as much as their present viewpoint, and the articles only reinforced their opinion on the topic. In other words, we discover that what drives the return on investment (ROI) is not the organization’s focus. I like to listen to podcasts about politics. Now, this finding is a good thing.

ROI 78

ROI Customer Experience Customers Presentation 78

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Customers expect not only to be heard but also understood and swiftly responded to. They provide social proof, reassuring potential customers about the quality and reliability of a product or service.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Customers expect not only to be heard but also understood and swiftly responded to. They provide social proof, reassuring potential customers about the quality and reliability of a product or service.

Management 195

Management Social Media Hotels Airlines 195

SurveySensum

OCTOBER 31, 2024

It not only fosters customer loyalty but builds trust among customers, both present and future. Boosts Business Growth and Profit A 5% increase in customer retention can result in a 25% increase in profit and the Pareto Principle states that 80% of your profit comes from 20% of your customer base.

Customer Engagement 52

Customer Engagement Engagement 2024 Social Media 52

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 is what customers reward. What is a value chain?

ROI 48

ROI B2B Metrics Culture 48

Alida

JUNE 27, 2016

Hearing how other companies use insight communities helped demonstrate the value of customer intelligence in a more tangible way. “It It made a difference that I talked to other companies like Allure ,” she said. “ Vision Critical’s customer base is so diverse—some people in my company appreciated that.”.

Insights 145

Insights Consumers Feedback Advertising 145

ShepHyken

SEPTEMBER 15, 2017

And, with the increasing amount of information big data provides, AIM is designed to help marketers sift through that data in shorter time frames, uncovering valuable insights into their consumers allowing for better marketing campaigns and ROI. Below are a few ways AIM can create higher levels of customer engagement. Final Thoughts.

Customer Engagement 209

Customer Engagement Blog Engagement Marketing 209

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Expected Customer Experience (CX) impact on loyalty. Building your own CX ROI model. Baseline ROI metrics: Customer experience by the numbers.

ROI 40

ROI Measurement Customer Experience NPS 40

ClearAction

FEBRUARY 27, 2017

They do not translate survey averages and percentages into dollars represented by the customers with varying sentiments. When they do, it’s about revenue boost by adjusting customer-facing elements. Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

ClearAction

OCTOBER 10, 2017

.” My commentary: Adding context to customer feedback ideally includes both internal and external data about what was going on in your operations and with competitors and other forces that preceded or accompanied customers’ perceptions. “We’ve been doing this for close to three years now.

B2B 83

B2B Customer Experience 2015 Workshop 83

Totango

OCTOBER 2, 2020

By considering each stage of the journey as a unique customer experience that comes with its own goals for achieving success, you can generate customer momentum and reduce the time to value — and the sooner customers experience ROI, the sooner they begin to rely on your product. Clear, Empathetic Communication.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

Confirmit

JANUARY 21, 2020

The annual Customer Experience Predictions report helps CX practitioners plan ahead as they position their businesses to exceed the ever-changing expectations of their customers. In 2020, what do CX practitioners need to change to stop their customers jumping ship? Good CX takes investment but how do you get it? So, what to do?

2020 52

2020 Customer Experience ROI 2019 52

Thematic

NOVEMBER 13, 2018

This is not about sharing insights in a quarterly board presentation in a PowerPoint deck. When you create your pitch or board presentation, it’s pretty standard to focus your VOC goals on sources of revenue such as repeat purchases, upsell and cross-sell and customer lifetime value. That is not how you’re going to drive change.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

Kustomer

NOVEMBER 4, 2020

If a customer base is interacting with a brand through phone, e-mail, live chat, social media, and SMS, as well as offline, a unified customer experience is a must. Businesses are becoming increasingly aware of the power of customer data in driving business outcomes and ROI.

2021 124

2021 Customer Experience E-support Omnichannel 124

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett. Nancy Porte.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

CSM Magazine

FEBRUARY 17, 2022

Interestingly, many companies who were forced to migrate from brick-and-mortar to remote models at the beginning of the Covid-19 pandemic are now having to revert entire networks back, as the work from home (WFH) model presented significant challenges. About the Authors.

Customer Service 98

Customer Service 2016 2022 Brands 98

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

ClearAction

FEBRUARY 27, 2017

They do not translate survey averages and percentages into dollars represented by the customers with varying sentiments. When they do, it’s about revenue boost by adjusting customer-facing elements. Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit.

Voice of Customer 54

Voice of Customer Workshop 2016 Metrics 54

Gainsight

DECEMBER 12, 2019

If you’ve ever presented before your company’s board, you know how stressful it can be. I had a few sections to talk about the Customer Success team, and Gainsight put all the information at my fingertips and saved me from crunching spreadsheets for hours. ROI: Are customers achieving outcomes from Gainsight?

2020 11

2020 Net Promoter Score Metrics Presentation 11

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

ChurnZero

MARCH 11, 2020

There are only a small handful of reasons that customers churn. Didn’t realize ROI. This makes downstream reporting and analysis much simpler, and we can avoid the risk associated with double counting customers and revenue. A note on “Didn’t realize ROI”. And today I see many of my customers doing the same thing.

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

ProProfs Chat

OCTOBER 30, 2021

The simplest type of segmentation, that categorizes your customers based on their physical location. The customer’s location is helpful in determining their needs and offers you an opportunity to run location-specific ads. It helps in presenting region-specific or season-specific products to the customers.

Marketing 95

Marketing E Commerce Social Media B2B 95

Second to None

APRIL 4, 2018

Customer retention requires diligence and a detail-oriented team, willing to put in the extra effort to sway customers to keep on coming back and bringing their own networks with them. Because this is easier said than done, organizations should be searching for any advantages that are present.

Retail 54

Retail 2017 2018 Voice of Customer 54

West Monroe

DECEMBER 6, 2022

With a massive rise of non-traditional challengers to banks, those which are not considering distributed banking strategies—comprised of open banking, BaaS, and embedded finance—will quickly fall behind in creating opportunities to connect with a younger customer base that’s quickly becoming the majority consumer.

Banking 52

Banking 2023 Financial ROI 52

ChurnZero

JULY 9, 2020

You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue. For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must.

Marketing 64

Marketing Webinar Reference Events 64

Amity

SEPTEMBER 25, 2017

In parallel, we created an API Support team, and we launched Customer Success about 1 year and a half ago. Our customer base was evolving and as we moved upmarket, MRR continued to grow, which meant we needed to focus more heavily on outcomes and ensuring that customers achieve their ROI.

Customer Success 0

Customer Success B2C NPS E-support 0

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Comm100

JULY 20, 2020

Remember that social media is very public, which means that any customer complaints present will be highly visible to other potential customers. The good news is that social media is also an excellent marketing tool for promoting products or services , attracting new customers, and driving engagement. ROI Calculator.

Social Media 63

Social Media Blog ROI Brands 63

BirdEye

NOVEMBER 21, 2023

Increase ROI with Google Seller Ratings Google Seller Ratings showcase your business’s average rating alongside your text ads. These ratings range from 1-5 stars and are based on factors like your volume of reviews, authenticity, customer feedback, and more. For example, Tiffany & Co. And the cherry on top?

Marketing 111

Marketing Social Media Advertising Events 111

Amity

NOVEMBER 17, 2017

What are some simple things that you could focus on all year round to make your customers thankful that they are partnering with you? Provide a clear ROI. When working with you, your team, or your product, your customers should not encounter any unnecessary barriers to their success. Provide a clear ROI. Be consistent.

ROI 57

ROI Customers Article Customer Base 57

ClearAction

APRIL 17, 2019

A metric for this is described in the book Return on Customer 5 which advocates calculating your firm’s current-period cash flow from its customers, plus any changes in the underlying customer equity, divided by the total customer equity at the beginning of the period. 4 Customer Experience Jenga , Lynn Hunsaker.

Management 69

Management Customer Experience Management Books Financial 69

BirdEye

FEBRUARY 27, 2024

Leverage Birdeye Surveys and Insights to gather in-depth information about your customer base. Segregate and segment the audience to develop targeted campaigns Now that you know your target audience, it is time to segregate and segment them based on demographics, buying power, requirements, and purchase process.

Advertising 64

Advertising 2024 Automotive Social Media 64

SurveySparrow

APRIL 11, 2021

It puts them in a difficult situation where they have to say ‘No’ at the end of a long drawn presentation or demo. The nurture marketing definition says- “Marketing by constantly engaging with the clients” It is considered to be an extremely effective strategy if you want to convert your leads into customers. .

Social Media 98

Social Media Metrics Webinar White Paper 98