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. Critics argue that NPS oversimplifies complex emotions and fails to provide actionable insights that drive meaningful change.

2025 221

2025 Net Promoter Score B2B Multi-Channel 221

GetFeedback

MARCH 21, 2019

So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. Now, how do you use your NPS data to actually make your customers’ experience better?

NPS 186

NPS Customer Journey Net Promoter Score Social Media 186

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. And they also answered a few questions from CX professionals throughout the presentation. What are you doing with it?

Webinar 370

Webinar Metrics Touchpoint Customer Journey 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

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. 3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES).

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

FEBRUARY 24, 2022

Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. And eventually, how those metrics directly inform the important touchpoints in that journey. Tip #1: Break Down Metrics. Tip #2: Tell Stories.

ROI 370

ROI Metrics Presentation Webinar 370

InMoment XI

DECEMBER 10, 2024

Fill out the calculator below to reveal how much ROI you can get from utilizing InMoments platform: Calculate your business’s ROI using InMoment’s VoC tools. These insights enable you to personalize interactions and improve weak touchpoints. NPS surveys help collect feedback from both types of customers.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 3, 2024

For example, tracking NPS to determine the success of recent loyalty efforts. Start with a few CX metrics like NPS and CSAT to build an initial use case. It identifies customer pain points across various touchpoints and works to improve them. For example, outlining a CX program and building a team to execute the vision.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. 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

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. Customers appreciate ease at every touchpoint of their journey. A high NPS indicates strong loyalty.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

TechSee

SEPTEMBER 26, 2024

In this post we will explore the best practices and strategic considerations when determining your core objective: projecting the ROI of Agentic AI. For enterprise leaders looking to optimize their customer service operations, the return on investment (ROI) of Agentic AI is undeniable. Below are a few examples.

ROI 109

ROI Average Handle Time Net Promoter Score NPS 109

GetFeedback

MAY 9, 2019

When it’s developed right and optimized, any employee should be able to understand the key touchpoints in the customer’s journey and what is related to their particular role in the CX program. In order to be successful, this coalition should represent every major customer experience touchpoint across the customer journey.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

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. What is the ROI of Customer Experience Analytics? Most organizations struggle proving ROI with their CX programs.

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. 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

AUGUST 9, 2024

This includes all touchpoints and interactions a customer has with a business, from initial awareness and consideration to purchase, use, and after-sales service. Customer journey mapping is a powerful tool to visualize every touchpoint a customer has with your brand. This can be done by creating a customer journey map.

Customer Experience 221

Customer Experience 2024 Net Promoter Score Customer Journey Mapping 221

CX Accelerator

OCTOBER 7, 2019

NPS, CSAT, CES, etc.)?How Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. How will you define success?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. They monitor customer experience KPIs like Net Promoter Score (NPS), Customer Effort Score (CES), and resolution time.

Call Center 195

Call Center Contact Center Social Media Metrics 195

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Even better, you can see how each conversation resonates through NPS and CSAT feedback. Connecting CX to ROI.

Insights 231

Insights CEM NPS ROI 231

InMoment XI

FEBRUARY 12, 2024

Whether it’s tracking customer acquisition costs, monitoring sales conversion rates, or analyzing customer lifetime value, access to relevant and actionable data empowers stakeholders to collaborate effectively and optimize strategies to maximize overall company ROI. How Does Integrated Customer Experience Work?

NPS 195

NPS Net Promoter Score Effort Score ROI 195

Lumoa

JANUARY 31, 2023

Customer experience matters across all the channels and all the touchpoints of the customer journey. Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? Why did we choose NPS?

Customer Experience 165

Customer Experience NPS Touchpoint Customer Centricity 165

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Only one-third!

ROI 98

ROI E Commerce Metrics E-support 98

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. And, as with any tool, you need to use CSAT and NPS correctly to get the most value from them. NPS = 62%-21% = 41.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

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). Once those changes are rolled out, measure CSAT around the touchpoint of the invoice again. . This approach can be used for any touchpoint you identify as a pain point for your customers.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

InMoment XI

OCTOBER 9, 2024

For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business. Asking customers for feedback right after they complete a transaction helps you capture raw and honest thoughts on this key touchpoint.

Feedback 195

Feedback Social Media 2024 B2C 195

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. It’s a great idea to start by mapping out your customer journey, which will help you visualize the business issues that currently impact customer touchpoints. Lay a foundation through focused prep work.

Feedback 221

Feedback Metrics ROI Customer Journey Mapping 221

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Answering the pressing need for ROI, the do it yourself approach – powered by intelligent virtual assistants – will continue to deflect the need for human interaction, delivering huge cost savings.

2019 173

2019 Customer Experience ROI 2025 173

CloudCherry

FEBRUARY 20, 2019

If you’re in the middle of a meeting and discover there’s a new friction point impacting customers, how long would it take to add a new touchpoint with your existing CX platform? A real-time solution would let you pull up the customer journey in the meeting, add a touchpoint and start gathering insights right then.

CEM 273

CEM Touchpoint Omnichannel ROI 273

InMoment XI

OCTOBER 31, 2024

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

InMoment XI

NOVEMBER 13, 2024

As a result, nib improved its NPS and reduced churn by 6% within six months of rolling out the program. Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. Calculate your business’s ROI using InMoment’s VoC tools.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

CloudCherry

DECEMBER 1, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. More Types of Customer Experience ROI. The same report showed proactive service results in a full-point increase in Net Promoter Score (NPS) and other experience metrics. That sounds like a tremendous ROI to me. Let’s investigate each of these ideas further. Why do some companies ignore this?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Yet putting a monetary return on individual investments is much more difficult – for example research by Nielsen found that just 8% of CX leaders in South East Asia were able to prove the ROI of their closed loop feedback programs.

ROI 63

ROI Financial Customer Experience Net Promoter Score 63

CX Accelerator

OCTOBER 7, 2019

NPS, CSAT, CES, etc.)? Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. How will you define success?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

NPS, CSAT, CES, etc.)? Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. How will you define success?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182