Think Customers

JUNE 13, 2024

Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO. A 9700% CX ROI? She’s dissected and painstakingly diagrammed each one. No more layoffs.

ROI 64

ROI Metrics Webinar Chief Customer Officer 64

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. The key to facing these challenges is to build an ROI-focused customer experience from the ground up (and not as an afterthought). 4 Keys to an ROI-Focused CX Program.

ROI 370

ROI Return on Investment Social Media Measurement 370

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

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. 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.

ROI 195

ROI Net Promoter Score Webinar Financial 195

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! So, what’s the solution?

Metrics 62

Metrics Management ROI Effort Score 62

CSM Magazine

JUNE 20, 2023

But when it comes to maximizing ROI, it should be at the top of your list. Digital marketing Return on Investment (ROI) is the measure of the effectiveness of marketing campaigns and strategies in generating profit. Moreover, ROI is a metric used to calculate the financial gain or loss from an investment.

ROI 52

ROI Customer Service Marketing Social Media 52

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. Tip #1: Break Down Metrics. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. Tip #2: Tell Stories.

ROI 370

ROI Metrics Presentation Webinar 370

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

ClientSuccess

OCTOBER 5, 2020

But do you also have a good idea on the ROI they can ‘deliver’ to your team? What is customer ROI? Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer. Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer.

Customer Relationship Management 80

Customer Relationship Management ROI Customer Relationships Management 80

InMoment XI

APRIL 23, 2024

And by doing so, you’ll see rapid, proven ROI across your programme from retention, to customer acquisition, from share of wallet growth, to cost to serve reduction. By integrating AI seamlessly into the customer journey, businesses can drive measurable improvements in key CX metrics such as customer satisfaction, loyalty, and retention.

Social Media 195

Social Media Insights Feedback Loyalty 195

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Host Exclusive Events: Organize events or webinars exclusively for your advocates. Another Customer Lost?

NPS 52

NPS ROI Social Media Banking 52

SurveySparrow

FEBRUARY 14, 2022

In our recently concluded virtual HR summit, Refine EX, Anisa Aven, the CEO of Turnkey Coaching & Solutions , perfectly started her webinar with this line. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar.

Metrics 98

Metrics Webinar 2022 ROI 98

InMoment XI

OCTOBER 10, 2024

It includes activities that build and maintain your brand reputation such as creating posts, responding to users who engage with your content, and creating a social media strategy that will influence your business’s main metrics. 92% of marketers are concerned about the ROI of social media to one extent or the other.

Social Media 195

Social Media Management 2024 2027 195

InMoment XI

OCTOBER 8, 2024

Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs. You can use metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to monitor specific aspects of your customer experience and identify areas of improvement.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 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

JULY 13, 2020

Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts. The factors that comprise good CX storytelling are as follows: Operational Metrics.

ROI 52

ROI Net Promoter Score Customer Experience Metrics 52

BirdEye

MAY 11, 2023

Host webinars and workshops Webinars and workshops provide great opportunities for collecting free mortgage leads because you attract a community interested in your business. Some of the metrics that every mortgage business must track to know the effectiveness of their lead generation efforts are listed below.

2023 98

2023 Social Media Webinar Return on Investment 98

Think Customers

MAY 20, 2024

This week’s Fast Track CX ROI webinar is the second episode in ECXO’s three-part series of short, practical sessions hosted by Ricardo Saltz Gulko, ECXO co-founder and managing director of Eglobalis , a global adviser in CX, design, and innovation. Watch the webinar on-demand.

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 52

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Contact Center Analytics Best Practices for Maximum ROI Strategic Focus over Isolated Improvements While it’s tempting to dive into the granular details and make quick fixes based on isolated data points, true transformation comes from a strategic focus.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. A formal ROI analysis is easier with cost reduction, so he suggests starting there and then following with growth. . The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

ROI 150

ROI Webinar Sales Loyalty 150

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

InteractionMetrics

AUGUST 10, 2017

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator.

ROI 40

ROI Customer Service Webinar Metrics 40

InteractionMetrics

AUGUST 10, 2017

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator.

ROI 40

ROI Customer Service Webinar Metrics 40

InteractionMetrics

AUGUST 10, 2017

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator.

ROI 40

ROI Customer Service Webinar Metrics 40

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. Watch the full presentation: Check it out on SlideShare: [Webinar Recap] – Customer Journey Mapping and Best Practices. For the identified moments of truths, make sure you have the correct metrics in.

Customer Journey Mapping 60

Customer Journey Mapping Webinar Customer Journey Touchpoint 60

InteractionMetrics

AUGUST 10, 2017

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator.

ROI 40

ROI Customer Service Webinar Metrics 40

CloudCherry

MARCH 28, 2019

Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? In the past, CX professionals have had to rely on proxy metrics like NPS and CSAT to show their impact on the business. Think about the business insights you’re getting from your CEM today.

Insights 231

Insights CEM NPS ROI 231

Lithium

NOVEMBER 2, 2021

Improved Advanced Twitter Metrics This new release makes advanced metrics easier to access, consistent, and more aligned with native analytics. Time to start seeing actual ROI on your promoted posts. Webinars & Events Some event areas are limited to Khoros customers only. Advanced CX Insights Webinars Watch now.

2021 52

2021 Webinar ROI Events 52

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

Call Center 74

Call Center Metrics Multi-Channel Banking 74

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Structured feedback. Get the Guide.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

InMoment XI

NOVEMBER 7, 2024

Triggers prompt automated responses, such as sending a thank you email after a purchase, offering a discount to customers who haven’t engaged recently, or delivering relevant content after someone attends a webinar. Organizations that partner with InMomet realize ROI on their CX investments twice as fast as they would with competitors.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Defining and achieving business objectives (ROI and bottom-line, contact center metrics, newly defined KPIs). Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale.

Contact Center 52

Contact Center ROI Webinar Metrics 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What are best practices for measuring ROI when making improvements to the customer journey?

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Lithium

AUGUST 17, 2022

Proving ROI in marketing takes a vastly different approach than the next day's Metrics. Khoros Marketing Deep-dive webinar. The vast number of platforms people interact with is rapidly ballooning into a complete social media circus. There is T.V., movies, Youtube, TikTok, Instagram, heck, and even podcasts these days.

ROI 52

ROI Marketing Social Media Leadership 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What are best practices for measuring ROI when making improvements to the customer journey?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What are best practices for measuring ROI when making improvements to the customer journey?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Help Scout

DECEMBER 5, 2018

Calculating the return on investment (ROI) of a new tool can be tricky. This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. The ROI of customer support isn’t always directly tied to sales. Provide valuable data.

ROI 40

ROI Return on Investment Customers Fashion 40