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

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. According to Gartner analyst Ed Thompson, it’s a challenge when you’ve got hundreds of metrics to track and multiple departments to apply these metrics to.

ROI 225

ROI Financial CEM Metrics 225

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 260

ROI White Paper Customer Retention Feedback 260

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 260

Retail Return on Investment ROI Customer Centricity 260

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

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. InMoment’s Integrated CX offers a transformative pathway to success, encompassing Strongest Signals , Richer Insights , and Smartest Actions.

Social Media 260

Social Media Insights Feedback Loyalty 260

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

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Insights spur creativity for differentiation. 24 Ways to Boost 2024 CX ROI. Why does this drive growth?

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Share customer insights with every department.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

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 529

Customer Experience Guest Experience Return on Investment ROI 529

InMoment XI

FEBRUARY 12, 2024

Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line.

NPS 260

NPS Net Promoter Score Effort Score ROI 260

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! That means capturing insights from every touchpoint and channel.

Customer Experience 260

Customer Experience 2023 ROI Return on Investment 260

SurveySensum

MARCH 6, 2024

Multiple metrics are considered that help shape the success of businesses. They allow a business to form insights and help them effectively redesign their strategy for more growth and revenue, which frankly, is the core goal of every business. Businesses have yet to be known to thrive out of sheer luck.

Metrics 52

Metrics E Commerce ROI Return on Investment 52

BirdEye

NOVEMBER 27, 2023

Studies have shown that companies leveraging analytics and reporting tools experience an ROI increase of 25%. Birdeye Reports tackles these hurdles head-on by offering granular insights into customer experience and online reputation management (ORM). times higher revenue growth than those who neglected it.

Insights 113

Insights Social Media Multi-Channel Net Promoter Score 113

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

BirdEye

MAY 13, 2024

That’s precisely what audience insight tools do. With audience insights tools, you gain a competitive advantage, ensuring you hit the bull’s eye with every piece of content you produce. Dive into this comprehensive guide to learn everything you need to know about audience insights tools.

Insights 62

Insights Social Media 2024 Multi-Channel 62

SurveySensum

SEPTEMBER 25, 2023

Identify promising platforms and determine the type of video content suitable for these platforms: Customer feedback can provide valuable insights into which platforms your target audience is using and what type of video content they prefer. The list of engagement metrics is long. By monitoring social media engagement.

ROI 52

ROI Feedback Marketing Social Media 52

BirdEye

DECEMBER 29, 2022

There are a variety of different social media metrics to choose from, and the ones best for your business will depend on your marketing goals. In this article, we’ll tell you about the 13 social media metrics you should track to effectively measure the success of your campaigns. Table of contents What are social media metrics?

Social Media 98

Social Media Metrics Net Promoter Score Return on Investment 98

Thematic

FEBRUARY 27, 2024

When you're asked to prove ROI, that's often when things get tricky. Rants, raves, random emojis – it's overwhelming, and it's easy to miss the insights that truly impact your bottom line. How Customer Experiences Impact Financial Metrics The Balanced Scorecard is your go-to tool here.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

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 260

ROI Net Promoter Score Webinar Financial 260

Thematic

FEBRUARY 27, 2024

Rants, raves, random emojis – it's overwhelming, and it's easy to miss the insights that truly impact your bottom line. 💡 This isn't just a tech trend- 44% of CX leaders already rely on AI and machine learning to extract actionable insights from their Voice of the Customer data. Spending more over time?

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

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

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

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. 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.

Metrics 493

Metrics ROI Presentation Webinar 493

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 529

Social Media Metrics Customer Journey 2019 529

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

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. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics.

ROI 103

ROI Customer Experience NPS Financial 103

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 493

Webinar Metrics Touchpoint Customer Journey 493

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. Fighting the Cost Center Mindset.

Metrics 219

Metrics Customer Care 2019 Measurement 219

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

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

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Imagine a world where every piece of customer data, every interaction, and every feedback converges, creating a tapestry of insights. By centralizing data, it ensures that insights aren’t scattered fragments but a cohesive narrative.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

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 558

Blog Customer Experience Net Promoter Score Financial 558

InMoment XI

FEBRUARY 1, 2024

Spotlight, by InMoment, turns diverse data streams into valuable insights companies can use for their strategy. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. It’s been the change clients in various fields have relied on.

Social Media 260

Social Media Insights Metrics Loyalty 260

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

SurveySensum

SEPTEMBER 11, 2023

With that in mind, after working with different companies in this industry, we have compiled a list of 13 key SaaS KPIs and metrics of 2023 that you need to start tracking to measure your success. SaaS KPIs are metrics and data points that SaaS businesses use to assess the performance and health of their business. Let’s begin!

Metrics 52

Metrics 2023 Net Promoter Score Measurement 52