InMoment XI

DECEMBER 13, 2022

When we manage client programs at InMoment, return on investment (ROI) is always top of mind. We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business.

ROI 370

ROI Call Center Return on Investment Measurement 370

Beyond Philosophy

AUGUST 21, 2021

In this episode, we explore the 5 Rules to Guarantee a Return on Investment. The 5 Rules to Guarantee a Return on Investment are as follows: Do your homework. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Think outside the square.

Return on Investment 78

Return on Investment ROI Consulting Measurement 78

Beyond Philosophy

AUGUST 26, 2021

Research over the last few years points to a lackluster performance for return on investment. ” So today, we are going to cover the five rules to guarantee a Return on Investment. For example, esprit de corps or employee happiness and motivation are also valuable returns on investment.

Return on Investment 78

Return on Investment Call Center Measurement ROI 78

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. This was voted on by clients and peers, we couldn’t be more honored or proud.

Consulting 110

Consulting Financial 2002 Return on Investment 110

InMoment XI

JULY 7, 2022

In addition, a company with strong leadership, good financial performance, and excellent innovation will also have brand quality—ultimately creating more brand equity. If customers are continuing to purchase from your company, you are going to see a return on investment for what you put into improving your brand equity.

Brands 369

Brands ROI Social Media Return on Investment 369

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. Feature development requires time, manpower, and financial investment. What may seem simple to a customer often has hidden complexities that make it unworkable or too costly to implement.

Feedback 441

Feedback ROI Innovation B2B 441

eglobalis

JUNE 27, 2024

Return on Investment (ROI): Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved. EBITDA Analysis: For a comprehensive financial evaluation, incorporate EBITDA (Earnings Before Interest, Taxes, Depreciation, and Amortization) analysis.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

Strativity

OCTOBER 16, 2017

They forgo quantifying the financial benefits of improving customer experience but have obvious known costs of such initiatives. Much of the customer experience ROI research and methodologies developed thus far only focus on the statistical relationship between customer experience and financial benefits.

Return on Investment 45

Return on Investment ROI Customer Experience Financial 45

GetFeedback

MAY 9, 2019

How do you demonstrate the return on investment (ROI) for your CX program? . This means listening to customers across the key journey touchpoints to understand what behaviors, outcomes, and interactions are making the biggest financial impact on your organization. Once you’ve identified these opportunities, you take action.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

TechSee

OCTOBER 7, 2024

Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.

ROI 124

ROI White Paper Travel Return on Investment 124

InMoment XI

OCTOBER 18, 2023

These systems should drive tangible short- and long-term return on investment (ROI) that build an ROI-focused experience programme. These meetings allow you to connect the dots between your CX initiatives and financial outcomes. Create systems of action within your organisation that are not only repeatable but also intelligent.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

ShepHyken

NOVEMBER 12, 2024

I was recently hired as a keynote speaker to talk to a group of financial advisors about client service. The most obvious reason might be that the financial advisor gave bad advice, and the client lost money. But let’s assume the advisor is smart, the advice is sound, and the return on investment meets expectations.

Return on Investment 106

Return on Investment Financial Workshop Customer Service Training 106

Strativity

OCTOBER 16, 2017

They forgo quantifying the financial benefits of improving customer experience but have obvious known costs of such initiatives. Much of the customer experience ROI research and methodologies developed thus far only focus on the statistical relationship between customer experience and financial benefits.

Return on Investment 40

Return on Investment ROI Customer Experience Financial 40

InMoment XI

SEPTEMBER 12, 2023

Operational and Financial Analysis: Look into operational efficiencies, production costs, and pricing structures of competitors. This financial foresight is vital for strategic planning. What channels are they utilizing? Who is their target audience? This information can inform your own strategies.

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

InMoment XI

DECEMBER 13, 2024

Types of Contact Center Dashboards Agent Performance Manager Customer Experience Operational Financial There are various types of dashboards to help businesses optimize contact center workflow. Financial Financial dashboards help finance teams understand the impact of call center activities on business outcomes.

Call Center 195

Call Center Contact Center Social Media Metrics 195

InMoment XI

JANUARY 16, 2024

Here are some real-world examples of Contact Center AI in action: Banking and Financial Services Virtual Agents for Account Inquiries: Many banks employ virtual agents powered by AI to handle routine account inquiries, such as checking balances, transaction history, or updating account information.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

CloudCherry

FEBRUARY 20, 2019

If you’re investing in customer experience, you need to understand the return on investment you’re seeing. Are you able to directly ascertain how CX improvements impact financial metrics? It’s not helping you calculate your impact on the business . Are the improvements increasing revenue? Decreasing churn? By how much?

CEM 273

CEM Touchpoint Omnichannel ROI 273

Lumoa

JULY 10, 2018

And deciding to spend money on improving the customer experience is not easy, if the financial benefits are not well understood. There are lot of research and studies about the relationship between financial metrics and customer experience metrics. The financial benefit of improving the customer experience: What do we know?

ROI 113

ROI Customer Experience Financial NPS 113

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. This was voted on by clients and peers, we couldn’t be more honored or proud.

Consulting 60

Consulting Financial 2002 Return on Investment 60

Customer Bliss

AUGUST 23, 2016

He led numerous client engagement teams around the globe including financial services, insurance, healthcare, pharmaceutical, and automotive companies in Europe, the Middle East, Asia, and the United States. You need to consistently show metrics, return on investment (even return on equity), and … let’s be honest.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

ShepHyken

MARCH 9, 2022

One way to get the financial decision-maker to say yes to investing in the software is to create a press release. Maybe some stats and facts followed by a predicted ROI (return on investment). Those numbers need to make the case for an investment. Consider this title: .

Return on Investment 124

Return on Investment ROI Customer Service Training Reference 124

CloudCherry

JANUARY 21, 2020

To embark on a VoC initiative, CX professionals need executives to sponsor and champion VoC initiatives, and also need to secure resources and financial support. Notably, Aberdeen’s research found that best-in-class VoC leaders achieved measurable financial and operational benefits. Financial Benefits.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

ShepHyken

JUNE 22, 2021

” “To get the attention of the C-suite about service improvement initiatives, you need to speak their language, Return on Investments.” She leads the development of new research methods for helping companies quantify the financial impact of their customer experience.

Return on Investment 101

Return on Investment B2B Financial Technology 101

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. Moreover, 60% of respondents felt that their financial institution lacks adequate proactivity in anticipating and addressing their changing financial needs.

2023 111

2023 Consumers Brands Marketing 111

Retently

NOVEMBER 13, 2024

By addressing the most critical challenges in ecommerce, VFRs deliver a powerful return on investment. Reduction in Product Returns and Associated Costs Returns can be costly for retailers, both financially and environmentally, so reducing return rates is a top priority.

Retail 156

Retail Social Media Technology Brands 156

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Return on Investment ROI Financial 66

Alida

MAY 10, 2016

I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. Chief Executives and Chief Financial Officers, the two leaders most needed to commit to this shift, are coming on board, as the math on the profitability cannot be refuted. Now the message has finally caught on.

Chief Customer Officer 150

Chief Customer Officer Customer Experience Social Media Return on Investment 150

Lumoa

NOVEMBER 29, 2021

And deciding to spend money on improving the customer experience is not easy if the financial benefits are not well understood. There is a lot of research and studies about the relationship between financial metrics and customer experience metrics. The hardest challenge to overcome is often the money – or rather the lack of it.

ROI 97

ROI Customer Experience NPS Financial 97

InMoment XI

JANUARY 19, 2024

The recommendations are not only based on historical data and predictions but also on the optimization of pricing strategies to achieve the desired financial outcomes for the company. This, in turn, enables businesses to allocate resources in a manner that yields the greatest return on investment.

Events 195

Events E Commerce Retail Insights 195

Customer Bliss

MAY 26, 2016

I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. Chief Executives and Chief Financial Officers, the two leaders most needed to commit to this shift, are coming on board, as the math on the profitability cannot be refuted. Now the message has finally caught on.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

InMoment XI

NOVEMBER 15, 2023

Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Monitor and Measure the Impact : Continuously monitor the impact of changes and adjust strategies accordingly. What is the ROI of Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

Circular Edge

JUNE 4, 2024

These financial reports do not provide levels of detail within different dimensions across the business, and performance and speed may be impacted when dealing with large volumes of data or complex calculations. Tracking changes to financial data may require additional configurations.

Financial 52

Financial Return on Investment Government Banking 52

Second to None

MARCH 29, 2019

In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. Determining What to Measure on the Return . Next you must select the corresponding financial metric that will be measured alongside your CX investment. Will it increase sales?

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

Thematic

AUGUST 7, 2019

We’ve also created spreadsheets just for you that you can use to calculate two financial models: the impact of Net Promoter Score (NPS) on company revenue and on customer acquisition costs. As I later learned, in the business world, ROI or Return on Investment calculations play a similar role. So, where do we start?

ROI 123

ROI 2019 NPS Metrics 123

Totango

JULY 1, 2022

Maintaining a profitable B2B SaaS brand becomes financially unfeasible and practically impossible without customer loyalty. Different factors determine loyalty: where B2C SaaS users may prioritize values such as price or user experience, B2B customers place more emphasis on return on investment.

B2B 111

B2B Loyalty Net Promoter Score B2C 111

ijgolding

FEBRUARY 20, 2017

Wanting proof of the real financial benefit of a CX focused strategy is a very common requirement of those who run businesses – and so it should be. Yet their research calculated that thanks to poor customer service during 2016, the financial cost to companies in the UK alone was costing companies over £37 BILLION!!! (

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

CSM Magazine

NOVEMBER 7, 2024

The Financial Impact of 24/7 Customer Support Although 24/7 support may require additional costs, it can actually lead to long-term financial benefits. Return on Investment from Customer Support Services – The positive effects of maintaining 24/7 customer support range from increased customer loyalty to improvement in revenue streams.

Brands 52

Brands Return on Investment Financial Customer Retention 52