Lumoa

JUNE 30, 2022

It’s on you to make the case that customer experience is one of the things that need to be prioritized. How do you establish that customer experience brings a great return on investment? How to sell customer experience across your organisation. Representing the voice of the customer.

Customer Experience 103

Customer Experience Metrics Feedback Insights 103

Lumoa

APRIL 28, 2024

Now, every employee can ask relevant questions and receive detailed, real-time answers directly from customer voices, no matter where the feedback is given. Implementation When we talk about return on investment, one additional factor is the implementation time or “time to money”.

Feedback 78

Feedback Multi-Channel Consulting Social Media 78

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

2017 40

2017 Return on Investment Hospitality Insurance 40

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

2017 40

2017 Return on Investment Hospitality Insurance 40

Confirmit

SEPTEMBER 9, 2018

In our 2018 ACE Award Winners’ Showcase, we share the success stories of over 30 clients to demonstrate how the Voice of the Customer and the Voice of the Employee has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

2018 40

2018 Insurance Return on Investment 2017 40

ClearAction

APRIL 16, 2024

Only 15% said their Voice of Customer is “very successful” at this. Return on investment depends on gains after vs. gains before spending. Before-and-after gains are highest when improvements are made to become more in-tune with customers. Out-of-tune practices are the source of costs to serve.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

ClearAction

OCTOBER 1, 2018

Artificial intelligence, digitalization, emerging technologies, the sharing economy, and other trends won’t solve what’s shown in these studies: “Only 20% of companies scored 9-10 for seeing a Return on Investment, with a significant 14% of companies scoring 0-2. Reap: quick-wins >> NPS & revenue (now).

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Clarabridge

JUNE 13, 2017

We never turn down an opportunity to chat with Bob Land, VP of Consumer Engagement at Dorel Juvenile about how he ensures seamless, positive customer experiences. This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment.

ROI 40

ROI Net Promoter Score Return on Investment 2013 40

Stella Connect

MAY 11, 2017

Approximately half of those 1,000 customers have completed follow-up feedback requests (you read that right: a 50% response rate ). Talk about a return on investment. The average star rating in this group is now 4.65, and the average NPS score has jumped to 22.

Voice of Customer 40

Voice of Customer Contact Center Return on Investment ROI 40

Comm100

JANUARY 11, 2023

The benefits of AI in customer service are many, including more efficient and highly personalized support for customers, unmatched availability, and improvements to agent workflows and support volume. Best of all, bringing all these benefits to a customer service environment comes with significant return on investment.

2023 98

2023 Customer Service Return on Investment Healthcare 98

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? But how do you do it well? This is where a lot of companies take a wrong turn. Improved decision making. Improved operational processes.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

Thematic

JUNE 17, 2024

In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX process optimization, tackled this very question.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Voice of the Employee. Voice of the Market. Voice of the Business.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40