InMoment XI

NOVEMBER 2, 2022

Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. Just like that, we have proved that having a CX program that creates actionable insights provides a return on investment to the organization. Total nightmare, right?

ROI 370

ROI Return on Investment Airlines Call Center 370

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

SEPTEMBER 28, 2024

Failure to Close the Loop on Customer Feedback: Instead of using customer feedback to improve services, some dealers in Europe—such as those in Ingolstadt and Pfaffenhofen, Bavaria—ignore or dismiss complaints. Leverage Feedback: Actively listen to and respond to customer feedback to continuously improve services and quality.

Automotive 478

Automotive Loyalty Return on Investment Transportation 478

InMoment XI

JANUARY 27, 2025

Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Magellan Solutions

SEPTEMBER 22, 2021

Faster and better marketing-sales feedback. If all marketing does is deliver leads to sales without providing feedback, they will believe sales are being made and continue to generate leads. This will benefit not just you, but also your consumers, since they will receive quick feedback from your business. TALK TO US!

Return on Investment 98

Return on Investment ROI B2B Sales 98

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Blog 418

Blog Customer Experience Net Promoter Score Financial 418

InMoment XI

JULY 4, 2022

And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. Unsurprisingly, the answers were return on investment, finding budget space, and enabling stakeholder buy-in. 2022 is being branded as “ The Year of the Squeeze.

ROI 370

ROI Return on Investment Social Media Measurement 370

InMoment XI

NOVEMBER 10, 2016

The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work. While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit.

Return on Investment 259

Return on Investment ROI Measurement Article 259

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Often, CRM systems are the tools used to track important customer data and feedback metrics.) However, feedback alone cannot direct a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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

InMoment XI

MAY 3, 2024

These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience. Customer Pulse Feedback: Real-time feedback channels that capture customer sentiments and preferences. Staff Feedback: Gathering insights from frontline staff to understand customer interactions and pain points.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

GetFeedback

APRIL 16, 2019

In most cases, it’s better to receive occasional negative feedback than it is to receive no negativity at all. And remember that the feedback you receive is only any good if you act upon it. Actions speak louder than words, especially when it comes to key metrics like conversion rates and returns on investment.

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

GetFeedback

MAY 9, 2019

F or CXM to be successful, you need two components: real-time feedback (across the entire customer journey) and data analytics to close the gap between what customers expect and their perception of the experience that is currently being delivered. From this feedback, you can identify trends and opportunities to improve customer experience.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

JULY 7, 2022

Interviews, social media presence, and customer feedback surveys are another way to gauge how your brand equity is performing. Keep track of negative feedback and use it to smooth out problems in your customers’ experiences with your brand. Stay in touch with your customers on social media and through any other viable channels.

Brands 369

Brands ROI Social Media Return on Investment 369

Retently

NOVEMBER 13, 2024

This feature adds an element of fun, turning a solo shopping experience into a social one where friends can offer feedback, react, and get inspired. Streamlined Shopping : Instead of toggling between size charts and product images, shoppers can get instant feedback on fit and style, speeding up the decision-making process.

Retail 145

Retail Social Media Technology Brands 145

InMoment XI

DECEMBER 13, 2022

When we manage client programs at InMoment, return on investment (ROI) is always top of mind. However, with this option we’re already going into the space of asking customers for their feedback and not just relying on operational data.

ROI 370

ROI Call Center Return on Investment Measurement 370

Joe Rawlinson

JANUARY 24, 2025

With these insights, marketing efforts become more precise, cost-effective, and impactful, ensuring a better return on investment. By analyzing customer preferences, purchase histories, and feedback, businesses can create marketing campaigns, product offerings, and services that resonate with their audience.

E Commerce 78

E Commerce Financial Return on Investment E-support 78

Optimove

DECEMBER 31, 2024

Voice of the Customer (VoC) : Actively incorporating customer feedback into campaigns increases satisfaction rates by 18%. Sustainability Matters : 60% of customers favor brands demonstrating a commitment to sustainability and social responsibility. Hyper-Relevance Drives Revenue : Targeted offers based on recent behavior (e.g.,

2025 69

2025 Customer Engagement Engagement E Commerce 69

Win the Customer

JANUARY 2, 2025

Product managers must define and track new metrics, such as AI model accuracy, customer satisfaction with AI interactions, and the return on investment (ROI) of AI-powered CX solutions. Continuous Improvement: AI models require continuous monitoring and optimization.

Management 59

Management Return on Investment Roadmap Metrics 59

InMoment XI

JULY 24, 2024

Your experience program is more than just collecting customer feedback and sending reports, your customers are giving you vast amounts of data, and it’s possible that you aren’t getting the most out of that feedback. They provide strategies to turn customer feedback into actionable business plans that drive revenue and improve ROI.

Technology 195

Technology Customer Experience Workshop ROI 195

Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. There’s an understanding that while we make predictions about Return on Investment (ROI), we can’t always guarantee those returns. Then do it all over again.

2020 250

2020 Net Promoter Score ROI Metrics 250

CloudCherry

JANUARY 22, 2020

Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s advantage. Not Interpreting Feedback.

White Paper 243

White Paper Social Media Feedback 2019 243

InMoment XI

AUGUST 13, 2024

This feature allows businesses to automatically detect recurring themes, trends, and anomalies in customer feedback, whether it’s through emails, chat messages, social media posts, or other text-based channels. While cost is an important consideration, focus on the potential return on investment the software can provide.

Social Media 195

Social Media 2024 Return on Investment Contact Center 195

CSM Magazine

APRIL 18, 2023

Customer insights involve gathering and analyzing data about your customers’ behaviors, preferences, needs, and feedback. By analyzing data such as sales figures and customer feedback, you can make informed decisions that will benefit your company and customers.

Return on Investment 52

Return on Investment Customer Insights Insights Competitive Advantage 52

COPC

SEPTEMBER 23, 2024

We conducted proprietary research for the COPC Standards Committee, which reveals that only around 40% of contact center leaders report seeing a meaningful return on investment from sentiment analysis tools. They had invested in a sophisticated sentiment analysis tool to measure customer satisfaction in nearly real-time.

Feedback 82

Feedback Contact Center Return on Investment Touchpoint 82

InMoment XI

NOVEMBER 10, 2016

The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work. While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit.

Return on Investment 150

Return on Investment ROI Measurement Article 150

GetFeedback

FEBRUARY 4, 2021

Three ways to prove the return on investment of your ecommerce feedback program.

Feedback 435

Feedback ROI Return on Investment Customers 435

InMoment XI

SEPTEMBER 12, 2023

For example, if your marketing campaigns are not delivering the expected return on investment, or if your customer service is inefficient, these are issues that need to be addressed. Customer Feedback: A Valuable Source of Information First, let’s discuss customer feedback.

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

InMoment XI

NOVEMBER 15, 2023

Voice of the Customer (VoC) Voice of the Customer (VoC) encompasses various methods for collecting and analyzing customer feedback. For instance, an e-commerce company analyzing customer feedback may discover emerging trends in consumer preferences, allowing them to proactively adapt their product offerings and gain an edge in the market.

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

FEBRUARY 23, 2024

Choose the ones most likely to engage with your product and that will lead to a positive return on investment (ROI). Monitor and evaluate the effectiveness of segmentation initiatives through key performance indicators (KPIs) such as sales growth, market share, customer satisfaction, and return on investment (ROI).

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. Your business can be among the elite few that align decision-making with VoC feedback. The bad news?

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

CloudCherry

DECEMBER 23, 2019

As Results-oriented leader, I am responsible for the direct success of customers and partners success by driving high value, creating proactive Customer Experience Management and real-time feedback to provide strong return on investments and margin revenue • Creating an outstanding Digital Customer Experience online, maintaining brand awareness and (..)

CEM 195

CEM Customer Success Return on Investment Customer Relationship Management 195

ShepHyken

OCTOBER 22, 2021

Employees are the most effective leverage; they are front line with your customer, receive feedback, represent your brand, and provide innovative ideas to help your company grow. Now is the time to invest in ways that will pay off in the future, not just for your customer experience but also for your company’s reputation.

Customer Experience 152

Customer Experience Management Return on Investment Banking 152

inQuba

MARCH 12, 2025

However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging. Leverage Customer Feedback : Gather direct feedback through surveys and interviews to understand emotional connections and satisfaction levels.

ROI 52

ROI Customer Retention Connections Measurement 52

Calabrio

MARCH 25, 2025

It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints. Often integrated within these platforms are speech analytics tools , which transcribe and analyze voice interactions , and sentiment analysis tools, which determine the emotional tone of customer feedback.

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

InMoment XI

DECEMBER 13, 2024

They monitor metrics like cost per call (CPC) and revenue per interaction to determine the call center’s return on investment (Rter. It allows teams to organize and track customer feedback from every relevant channel for comprehensive insights. Tips for An Effective Contact Center Dashboard Customize the dashboard.

Call Center 195

Call Center Contact Center Social Media Metrics 195

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Imagine a world where every piece of customer data, every interaction, and every feedback converges, creating a tapestry of insights. Why Are Contact Center Analytics Essential?

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195