InMoment XI

AUGUST 19, 2024

What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. Why is CX ROI Difficult to Prove? The interconnected nature of these interactions complicates tracking and measuring their direct impact on revenue.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. That’s a measurement that can help make your case, but it’s not necessarily the end-goal. It’s time to make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

AUGUST 3, 2022

Despite their global and loyal fanbase, the quick service restaurant chain experienced a period of stalled sales and mixed reception to marketing messages. Strategy #1: Going from Measuring to Improving. However, what this platform did not measure was the customer experience. Let’s dive in to see how they did it!

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

Alida

SEPTEMBER 30, 2016

The online community market is now approaching $1 billion in value, and it’s a space that’s projected to continue to grow. Online communities have measurable, proven ROI. The worldwide online communities market will reach $1.2 Customer communities have a variety of CX, innovation and marketing applications.

ROI 254

ROI 2016 E-support Sports 254

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

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. . It’s not enough to treat the symptoms of an illness—you need to understand the cause. Give NPS and CSAT some context.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

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. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 376

NPS Feedback Net Promoter Score B2C 376

InMoment XI

JULY 7, 2022

Brand equity is the measure of the perceived worth of a brand-name product, especially when compared to a generic equivalent product. Essentially, brand equity is a measurement of how much customers trust your brand’s product over a generic, which can indicate how much more likely a customer is to pick your product over a generic brand.

Brands 369

Brands ROI Social Media Return on Investment 369

eglobalis

DECEMBER 17, 2024

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. As Eglobalis previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements.

2025 276

2025 Net Promoter Score B2B Multi-Channel 276

eglobalis

JUNE 27, 2024

Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. Continuous change management initiatives help the organization adapt to evolving customer needs and market conditions. Regularly updating the strategy based on customer feedback and evolving market conditions is crucial.

Customer Experience 371

Customer Experience Customer Centricity Net Promoter Score Government 371

InMoment XI

DECEMBER 17, 2024

Even marketing professionals have successfully led CX operations efforts. Some customer experience managers will have marketing experience, others will have sales experience, etc. Regardless of their background, your chosen candidate should have experience with this to ensure that you can measure the ROI of your CX program.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Beyond Philosophy

DECEMBER 6, 2018

So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. Measuring your results is vital to your success in Customer Experience. We discussed the best statistics to prove Customer Experience delivers ROI on our recent podcast.

ROI 164

ROI Customer Experience 2008 Customers 164

InMoment XI

FEBRUARY 23, 2024

Effective market segmentation is critical to that goal. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. What Is Market Segmentation? If not, that’s okay because market segmentation isn’t primarily concerned with how many customers you have.

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

InMoment XI

OCTOBER 28, 2021

Marketing and Sales have to correctly position your products and services, and set proper expectations for how customers can use them and, more importantly, what benefit(s) they will derive. Nearly all companies are organized around functional silos—sales, marketing, operations, pricing, finance, HR, IT, etc.

Airlines 370

Airlines Government Webinar ROI 370

InMoment XI

NOVEMBER 16, 2023

The importance of utilising multiple lenses for investment decisions, aligning them with ROI goals, was a focal point. The business – what you say you do (the expectations being set / how this is marketed), and where the budget should be spent? What measures can be taken to prevent loss prevention?

Workshop 447

Workshop 2023 Healthcare Travel 447

InMoment XI

APRIL 18, 2023

Because she speaks to thousands of client-side professionals and many vendors, she gets an insider view of how the entire industry is structured, giving her a unique perspective on the CX market. For instance, the marketing team might focus on driving loyalty and retention. Different teams have different goals and incentives.

ROI 195

ROI 2023 Events Insurance 195

GetFeedback

MAY 2, 2019

And yet, whilst many organizations measure their CX in some form or another, the majority still have no idea about the actual value their CX initiatives bring. 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….

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

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. There is excellent work being done in Customer Experience, but not enough measurement.

ROI 154

ROI Customer Experience Customers Customer Centricity 154

Alida

OCTOBER 13, 2016

One of the biggest disruptions in the market research industry is the monetization of the research practice. According to research expert Ray Poynter, more insight teams are generating revenue by providing market research data and other value-added services to partners, sponsors and advertisers. Find ways to boost your partners’ ROI.

Marketing 235

Marketing Feedback E Commerce Advertising 235

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. Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019.

2020 250

2020 Net Promoter Score ROI Metrics 250

GetFeedback

MAY 13, 2019

Teams such as Sales, Support, Success, Implementation, and Marketing all need to be able to submit this data into a common process. Measuring improvements. At a minimum, every company should measure and trend key customer experience metrics such as NPS, CES, and CSAT.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

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. This way you can drive business alignment and action for your sales, success, and marketing teams.

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

ReviewTrackers

JULY 28, 2021

Social media marketing for insurance is experiencing major growth. While providers recognize that insurance social media marketing is essential to future growth, many struggle to keep up with the pace and drive real results from their efforts. Social Media Marketing for Insurance: The Challenge. Insurance and Social Media.

Social Media 175

Social Media Insurance Marketing 2007 175

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 330

Customer Experience Social Media 2024 B2B 330

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. Customer Satisfaction (CSAT) Customer Satisfaction (CSAT) is a metric designed to measure the satisfaction level of customers regarding a specific interaction or experience.

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

OCTOBER 29, 2024

They also require less marketing effort to keep them engaged compared to new customers. Building customer loyalty results in higher retention, increased revenue, and positive word-of-mouth, which helps you stand out in competitive markets. Calculate your business’ ROI using InMoment’s VoC tools.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

MAY 3, 2024

Competitor Analysis: Monitoring competitor performance and market trends to stay ahead of the curve. Measuring ROI At the heart of Footlocker’s CX programme lies a focus on measuring return on investment (ROI), which includes various analysis of performance and impact.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

InMoment XI

DECEMBER 18, 2024

Businesses looking to increase their contact center ROI should invest in automation. As a result, automated responses have greater ROI than manual ones. For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

Experience Investigators by 360Connext

OCTOBER 2, 2014

Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. What’s the value of customer experience? It’s an interesting question. Value to customers.

Customer Experience 297

Customer Experience 2012 2013 2014 297

InMoment XI

AUGUST 25, 2023

InMoment’s Principal CX Strategist Jim Katzman and guest speaker from Forrester, Senior Analyst Colleen Fazio discuss decision-making in regards to CX program initiatives, finding the right program size, proving ROI in your CX program, and more. Let’s dive into what we covered on our webinar.

ROI 195

ROI Net Promoter Score Webinar Financial 195

InMoment XI

OCTOBER 31, 2024

What Are Important Call Center Metrics to Measure? To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

BlueOcean

JANUARY 8, 2019

According to research, only 42% of companies are able to accurately measure lifetime customer value. The LVT calculation can play an important role in determining the ROI of your customer care team, and specifically, the customer save team. If you’re ready to tackle the math, check out this post from Hubspot.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service Social Media 299

InMoment XI

SEPTEMBER 9, 2024

What frameworks or tools do they use to measure customer satisfaction and other CX metrics? What is the average customer experience ROI have their clients seen? Get more insights and details with our ROI calculator. How do they leverage data and analytics to improve customer experience? What kind of results have they delivered?

Consulting 195

Consulting Customer Experience ROI Customer Journey Mapping 195

InMoment XI

DECEMBER 1, 2022

Because experiences don’t need to be managed or measured , they need to be improved. approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. Despite increased investment, experience management programs have plateaued. Forrester Customer Feedback Wave.

Automotive 370

Automotive Return on Investment ROI Reference 370

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Will it positively impact our market share? But the linkage to market share is somewhat complex. Not necessarily.

ROI 97

ROI Customer Experience NPS Financial 97

InMoment XI

AUGUST 9, 2024

Customer experience programs refer to an organization’s ongoing efforts to listen to and collect customer feedback , measure customer perceptions of their experiences, and ultimately improve those experiences to encourage positive brand perception and business growth. For example. For example.

Customer Experience 221

Customer Experience 2024 Net Promoter Score Customer Journey Mapping 221

GetFeedback

MAY 9, 2019

How do you measure the success of your CX program? . It will vary by company, but here are the five steps that we recommend for all companies to evaluate the success of their program over time: Decide on a primary CX metric that will be used to measure the overall customer experience performance across your organization. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337