Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. Artificial intelligence (AI) is also changing the game and making time-to-insights faster and more efficient. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

OCTOBER 31, 2024

The best way to get started is by tracking and monitoring call center metrics. What Are Important Call Center Metrics to Measure? Call center metrics provide insight into the customer experience and quantify agent productivity. Here are 30 important metrics you can track to ensure your call center achieves its goals.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice.

Insights 243

Insights E Commerce Customer Experience E-support 243

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. Before diving into the value of each metric, it’s important to go over the basics. .

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. The exact same criticism can be made about every metric for everything.

NPS 373

NPS Feedback Net Promoter Score B2C 373

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. But it’s not easy—a CX metric score alone can’t create transformation. CX metrics aren’t one-size-fits-all. CX metrics aren’t one-size-fits-all. How are the metrics of field services, retail, call-center, first-contact resolution, etc.

Metrics 195

Metrics NPS ROI Call Center 195

InMoment XI

NOVEMBER 2, 2021

Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. Four Ways to Prove CX ROI (and Assets That Show You How). Look no further! Let’s dive in!

ROI 195

ROI White Paper Customer Retention Feedback 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Use CSAT at key points in the sales process.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients. As a result, automated responses have greater ROI than manual ones.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

InMoment XI

AUGUST 3, 2022

Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results. Strategy #2: Getting the Right Insights to the Right People.

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. If it doesn’t, click on the download button. Download Now Exit this form 3.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

GetFeedback

DECEMBER 2, 2019

Use other business knowledge to find the ROI of your CSAT initiatives. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . Get the Guide.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . CSAT and NPS are both important metrics, but they don’t reveal the attitude, emotion and intent of customers.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? What are you doing with it?

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

CloudCherry

MARCH 28, 2019

Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. Journey-based insights. Connecting CX to ROI. Path Insights.

Insights 231

Insights CEM NPS ROI 231

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. If the ROI doesn’t justify the time, cost, and resources required to develop the feature, it might be better to focus on other initiatives. Would a workaround or alternative solution better suit the customer?

Feedback 441

Feedback ROI Innovation B2B 441

InMoment XI

DECEMBER 13, 2024

A call center dashboard is a centralized digital interface providing real-time insights into call center performance. The dashboard visualizes these metrics on a unified platform to provide insight into agent and call center performance. It monitors metrics like average talk time, call availability, and cost per call.

Call Center 195

Call Center Contact Center Social Media Metrics 195

InMoment XI

DECEMBER 15, 2022

However, most CX platforms are still primarily focused on surveys and traditional metrics (in blue in the figure below). But, the challenge lies in gathering data and linking it to meaningful business KPIs such as customer loyalty , customer acquisition , or generally proving program ROI.

Social Media 397

Social Media Metrics 2019 Customer Journey 397

InMoment XI

DECEMBER 3, 2024

Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. Enlighten: Key skills include CX data collection, analysis, and visualization to ensure actionable insights across the organization. Start with a few CX metrics like NPS and CSAT to build an initial use case.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. How can you take the invaluable insights your CX team is discovering and translate it into meaning that executives will understand and act on? Tip #1: Break Down Metrics. Tip #2: Tell Stories.

ROI 370

ROI Metrics Presentation Webinar 370

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. The question on everyones mind is: How can I prove the ROI of CX to my executive teams?

ROI 123

ROI 2019 NPS Metrics 123

InMoment XI

OCTOBER 25, 2024

How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. Curious about the ROI you could achieve with InMoment’s reputation management software? Try the ROI calculator below and see the impact for yourself!

Feedback 195

Feedback Management Social Media 2024 195

eglobalis

DECEMBER 17, 2024

Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success.

2025 221

2025 Net Promoter Score B2B Multi-Channel 221

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Customer insight: Customer data should be captured across the entire journey to identify trends, issues, and take action in real time.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

GetFeedback

MAY 2, 2019

It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. How to Justify the Case for CX in Your Organization (and Prove the ROI!).” Proving the ROI of your CX initiatives. Why your leadership should care about CX.

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. Use surveys and social media monitoring to capture insights into customer experiences. InMoments XI platform enables you to collect and analyze customer insights effectively. What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

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. The metrics you choose should line up with your actions and the goals you are trying to meet.

ROI 154

ROI Customer Experience Customers Customer Centricity 154

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Calculate your business’ ROI using InMoment’s VoC tools. With the award-winning InMoment AI, you can then capture analytical insights from the feedback.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Related: Customer Experience ROI: Why Not Investing can Sabotage Your Success. Of course, it’s not just one metric.

2020 250

2020 Net Promoter Score ROI Metrics 250

eglobalis

JULY 31, 2024

These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX. Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

InMoment XI

OCTOBER 4, 2023

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. Don’t get me wrong, metrics matter, but solely focusing on score management can lead to program stagnation.

Blog 418

Blog Customer Experience Net Promoter Score Financial 418

InMoment XI

OCTOBER 4, 2024

Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors. As a result, businesses gain valuable insight into customer expectations, which guides strategy on boosting retention and loyalty. It enables continuous improvement.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

GetFeedback

NOVEMBER 25, 2019

Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. Get the Guide.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

InMoment XI

MAY 3, 2024

Listening to ALL Customer Signals Foot Locker’s CX programme, run by InMoment, is fueled by a wide range of customer signals that provide valuable insights into customer behaviour and preferences. These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Therefore, it’s lagging.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48