Strativity

OCTOBER 16, 2017

Strativity has a methodology, which it has used with clients, to determine the financial return on investment (ROI) for customer experience initiatives and programs using a fact-based approach. Developing a cash flow-based ROI framework to include Net Present Value, Internal Rate of Return, or other firm-specific measurements (e.g.,

Return on Investment 45

Return on Investment ROI Customer Experience Financial 45

Beyond Philosophy

JANUARY 23, 2020

They have neglected to focus on return on investment for the initiatives they have implemented. . No organization is going to invest its resources in improving the Customer Experience but not have any expectations for a return on investment, at least not one that is going to survive long-term.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

TechSee

SEPTEMBER 21, 2021

McKinsey reports that cablecos still account for more than 60% of all connected homes, with the key providers averaging an impressive 25% return on invested capital. An increasing number of viewers are shifting to digital media due to the sheer array of options it presents. Factors Affecting the Cable Digital Transformation.

2028 41

2028 Entertainment Advertising 2010 41

Strativity

OCTOBER 16, 2017

Strativity has a methodology, which it has used with clients, to determine the financial return on investment (ROI) for customer experience initiatives and programs using a fact-based approach. Developing a cash flow-based ROI framework to include Net Present Value, Internal Rate of Return, or other firm-specific measurements (e.g.,

Return on Investment 40

Return on Investment ROI Customer Experience Financial 40

Retently

NOVEMBER 13, 2024

For retailers, this presents an opportunity to not only attract new customers but also keep existing ones coming back for more. By addressing the most critical challenges in ecommerce, VFRs deliver a powerful return on investment.

Retail 145

Retail Social Media Technology Brands 145

InMoment XI

FEBRUARY 23, 2024

Disadvantages of Market Segmentation While market segmentation offers numerous benefits, it also presents certain disadvantages and common pitfalls. Choose the ones most likely to engage with your product and that will lead to a positive return on investment (ROI).

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

InMoment XI

JULY 11, 2024

Share Insights: The final step is generating reports and dashboards that present the insights in an easily digestible manner. This, as opposed to presenting the data and requiring human input, will make the end-to-end process of speech analytics quicker. Why is Speech Analytics Important?

Insights 195

Insights E Commerce Contact Center E-support 195

Beyond Philosophy

FEBRUARY 10, 2020

However, business is also all about return on investment (ROI). When a company invests $1, they want to make at least $2 back for their trouble. Therefore, if you dedicated a resource to fostering growth, you expect that you will get the results you invested in it to get it. .

2020 172

2020 Hospitality Return on Investment Telecommunications 172

TechSee

FEBRUARY 20, 2018

AI has also powered decision support tools, which help human agents present customers with relevant information in real time with the goal of making the best decisions and providing the right information to consumers. Collect data from existing repositories, including FAQs or helpdesk macros.

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Playvox

JUNE 6, 2023

As a call center leader looking to sell an investment in WFM software to your CFO, you need to tie your business case and associated return on investment (ROI) to one or more strategic business priorities. Luckily delivering outstanding customer experiences is likely on top of the list. Simple enough, right?

Contact Center 66

Contact Center Return on Investment ROI Financial 66

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. I was fortunate to attend the recent Forrester CXSF show in San Francisco.

2016 98

2016 Innovation Return on Investment Airlines 98

C3Centricity

JUNE 8, 2020

During my presentation, I shared many ideas; here are a few of the points I covered: #1. There has been a lot of discussion in the past few years about the need to move from a return on investment to a return on relationships. These are just six of the many ideas I shared during my presentation.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. The following is a preview of the content you can expect from this exclusive, live webinar.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

InMoment XI

OCTOBER 24, 2023

This alignment ensures that every insight, every decision, and every action contributes to a cohesive strategy, maximizing the return on investment. The right tools not only capture and analyze data but present it in a manner that’s intuitive and actionable. But the true distinction lies in depth, clarity, and usability.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? In addition to tying your efforts directly to return on investment (ROI), I advise champions of Customer Experience to determine the lifetime value of customers they serve.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

Lumoa

MAY 19, 2020

A business case is a detailed presentation that compares several options and makes a recommendation. Present your case. The final step of your business case is presenting it in a formal document. Some leaders prefer PDFs, while others use slideshows to present their business cases. Present your case. Assess risk.

Presentation 97

Presentation Multi-Channel Return on Investment 2014 97

Beyond Philosophy

JUNE 4, 2020

Moreover, because of the nature of complex systems, you can achieve a return on investment of thousands to one. Sutherland describes a day where he presented to 40 people in Romania via Zoom. If there is already a logical answer, we would have already found it. .

Books 156

Books Consulting Return on Investment Advertising 156

Talkdesk

SEPTEMBER 29, 2020

However, the rapid shift to remote work brought by COVID-19 has also presented new challenges with security while introducing a newfound focus on cost-saving strategies for business. Calculating cost-effective strategies for security can be tricky because security is not usually an investment that provides a tangible profit.

Contact Center 82

Contact Center Return on Investment ROI Financial 82

One Millimeter Mindset

SEPTEMBER 16, 2019

They become skeptical about lack of continuity and gaps in the details you present. And the resulting engineered solutions can become nightmares, instead of providing rewarding returns on investment. And, when you dilute, fast-forward or even omit details you feel are unimportant, decision makers get confused. Contact me here.

Sales 72

Sales Return on Investment Workshop Customer Retention 72

InMoment XI

JANUARY 19, 2024

” by using data aggregation, visualization, and statistical analysis to present a clear and concise overview of historical performance. This, in turn, enables businesses to allocate resources in a manner that yields the greatest return on investment. It seeks to answer the question, “What has happened?”

E Commerce 195

E Commerce Events Retail Return on Investment 195

BirdEye

DECEMBER 29, 2022

Channel reporting Return on Investment (ROI) metrics 12. However, this doesn’t necessarily mean it was clicked on – just that it was present on a person’s timeline or news feed. Return on Investment (ROI) metrics. Conversion rate 7. Click-through rate Audience and sentiment metrics 8. Cost-per-click 13.

Social Media 98

Social Media Metrics Net Promoter Score Return on Investment 98

Tricia Morris

AUGUST 21, 2015

The Future of CRM is Coming Together: Forrester Research Vice President and Principal Analyst Kate Leggett notes that the present state of CRM is typically siloed with sales, marketing and service operating out of separate solutions. Customers want one of two things: to solve something, or experience positive emotion. Brian Vellmure.

Customer Focused 111

Customer Focused 2015 Customer Relationship Management Events 111

One Millimeter Mindset

JANUARY 21, 2021

The object is to justify investment in the project (or sale) based on anticipated outcomes. And those outcomes involve cost, timeline, scope, and expected return on investment. Engage me to present a One Millimeter Mindset program! There is a template and a series of justifications / questions to follow. Easy- peasy.

Leadership 81

Leadership Return on Investment Workshop Innovation 81

CloudCherry

JANUARY 21, 2020

And quantifying the return on investment (ROI) of CX and VoC can help secure further investment. . Certainly, VoC presents challenges to companies that aren’t equipped to gather, assess, or act on large volumes of unstructured feedback. Understand the Phases of VoC Maturity.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

C3Centricity

MAY 20, 2019

There has been a lot of talk recently on moving from a return on investment to a return on relationships. These are just six of the many ideas I shared during a presentation I gave to the faculty of a world- renowned hospitality school. From ROI / ROR to ROE.

Hospitality 106

Hospitality Hotels Social Media Return on Investment 106

Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. HR doesn’t have to present its ROI, because everybody knows you need a strong and robust system in place for finding, recruiting, hiring, training, and retaining the right people.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment.

Customer Success 109

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 109

ClearAction

FEBRUARY 27, 2017

Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit. The upper two categories are the necessary threshold for customer experience management (CXM) return on investment (ROI). When they do, it’s about revenue boost by adjusting customer-facing elements.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

Beyond Philosophy

JUNE 8, 2023

I assumed that the people I presented to understand why what I wanted was so critical to the organization. So, when presenting a case for change, logic, stories, and goals are essential. People who read spreadsheets that explain costs, where they align with the budget, and the expected return really like numbers.

Return on Investment 78

Return on Investment Presentation Customer Satisfaction ROI 78

Opinionator

JULY 21, 2019

The majority believe that the return on investment is poor but they continue to invest in them due to a perceived lack of alternatives. Lack of ROI – Not only is it expensive, but there is little evidence that mystery shopping brings in much return on investment. Many of these leverage the ever-present, cell phone.

Return on Investment 69

Return on Investment Retail Feedback Measurement 69

Thematic

JUNE 17, 2024

The Return on Investment of Effective Complaints Management Report found that every dollar invested in complaints handling has a potential return of up to $10 for the organization—or 1,000% ROI. This fosters a customer-centric culture where everyone is invested in delivering exceptional experiences.

ROI 62

ROI Net Promoter Score Return on Investment Multi-Channel 62

ClearAction

OCTOBER 2, 2017

Adapt this verbal technique to the way you present voice-of-the-customer. Use it for presentations of all types. 8) Strategic ROI : in addition to financial return on investment calculations [gain minus cost] divided by [cost], show the bigger pictures of strategic gains and status quo costs.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

ClearAction

DECEMBER 16, 2017

Return on Investment. Your company makes huge efforts and investments in communicating your value proposition, which is the brand promise that shapes customer expectations. 2 Peppers & Rogers: Customer Retention presentation. Notes: 1 CMO Council: Customer Affinity study. Originally published on MyCustomer.

Customer Centricity 63

Customer Centricity Culture Return on Investment Customers 63

BirdEye

MARCH 7, 2023

The vast reach of social media presents unique opportunities for marketers. With features like stories, sharing, and reposting, social media presents a good opportunity for businesses to interact and engage with their followers. The initial challenge for any business looking to create a social media presence is finding the time.

Social Media 94

Social Media Multi-Channel Metrics Measurement 94

BirdEye

APRIL 24, 2023

From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before. ROI: Improved return on investment through strategic planning and data-driven optimization.

Marketing 93

Marketing Social Media B2C Advertising 93