951% ROI—YogaWorks Reaps Big Rewards with Perkville
Perkville
FEBRUARY 22, 2022
In January 2012 the company unveiled YogaWorks Rewards, a loyalty and rewards program powered by Perkville. What follows are the results.
The Value of Customer Experience
Experience Investigators by 360Connext
OCTOBER 2, 2014
According to the 2012 American Express Global Customer Service Barometer , 75 percent of us say we’ve spent more with a company because of consistent positive customer service experiences. As customers, we are aware when experiences go really well or really not well.
Join 40,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case
Natalie Petouhof
SEPTEMBER 1, 2016
The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. How to Calculate Social Customer Care ROI. A strategy to meet the social customer care goals and objectives.
ROI 
45
45 
5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
According to the study, “the cumulative return of a $100 investment in the ACSI fund from April 2000 to April 2012 was $490, a gain of 390 percent. By comparison, the S&P 500 returned only $93, a 7-percent loss.
Why online communities are growing—and how you can get more from them
Alida
AUGUST 16, 2016
To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. That said, not all types of communities drive business results in the same way.
2015 0
0 
A digital strategy expert on health care’s $9 billion opportunity
Alida
OCTOBER 2, 2017
So how can organizations make sure that the billions of dollars they invest in digital transformation deliver ROI? For his achievements, Bennett has received several industry awards, including the 2012 Healthcare Internet Hall of Fame Innovative Individual Inductee award.
Hospitality 100
100 
Report: 2016 Temkin Experience Ratings of Tech Vendors
Experience Matters
OCTOBER 31, 2016
This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.
2016 132
132 
How Acer Increased Their Community ROI by 500% Using Vanilla
Vanilla Forums
OCTOBER 8, 2020
Brad was instrumental in getting the Acer community off the ground back in 2012. We had a chance to talk with Brad Bliven, Senior Program Manager of Global Digital Services at Acer. Since then, it's become a crucial channel for their service organization.
ROI 98
98 Report: 2016 Temkin Experience Ratings of Tech Vendors
Experience Matters
OCTOBER 31, 2016
This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.
2016 97
97 
Top Five Predictions for Customer Listening in 2020
CSM Magazine
DECEMBER 10, 2019
Forrester’s recent report states that 1 in 4 people working in CX are at risk of losing their jobs if the investment in their role can’t be justified with a demonstration of ROI (Predictions 2020: Customer Experience, Forrester, Oct 2019). Critizr is Europe’s leading Customer Feedback platform.
2020 52
52 
Measuring the Impact of Social Media
Customers Rock!
JANUARY 24, 2012
This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. On occasion, we see true ROI calculated from social media initiatives.
Social Media 82
82 
Report: 2017 Temkin Experience Ratings of Tech Vendors
Experience Matters
NOVEMBER 13, 2017
This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms.
2017 91
91 
Is Your Organization Ready for the Top Contact Center Trends of 2022?
Playvox
JANUARY 13, 2022
Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. Because so many businesses now use a work from anywhere model, there are plenty of potential employers for these workers to choose from. . Gen Z Has Arrived.
10 Things We Learned About Customer Success in 2020
Gainsight
DECEMBER 20, 2020
Sales teams promise an ROI. In a similar vein, Customer Success teams that are scaling realize the ROI of an operational focus. I’ll close with a quote from author Michael Lewis , from his commencement speech at Princeton in 2012: The “Moneyball” story has practical implications. And ultimately, profit!
2020 69
69 
How good is the digital customer experience from travel brands?
Eptica
APRIL 18, 2018
As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.
Travel 49
49 
18 inspiring brand collaborations: Real-life success stories
BirdEye
JULY 10, 2023
Remember that ROI doesn’t always need to directly translate into sales. In 2012, the two companies teamed up to create the Doritos Locos Taco, which quickly became a fan favorite and menu staple. This will help you amplify your reach while lowering your marketing spend. What is a famous example of collaboration? Yes and no.
Brands 52
52 
How Well Do You Know the Six Customer Experience Performance Domains?
CX Journey
MAY 3, 2016
I've been a member since 2012. Metrics, Measurement, and ROI You can't manage what you don't measure. Important to this domain is the ever-elusive, yet oft-sought-after, ROI of customer experience. But ROI is important to understanding and measuring success, not just for building the case for doing something.
3 Ultimate Factors of Business Performance
ClearAction
MARCH 21, 2017
Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 2 Forrester Research, 2012. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.
Culture 88
88 
TikTok Analytics: The Next Frontier In Digital Engagement
Lithium
JUNE 27, 2022
It is a known fact that Twitter has been the parent company of Vine since 2012, however, Twitter excluded one critical capability from Vine’s revenue strategy. This is one of the easiest ways to increase customer engagement and ROI. Vine vastly limited a brand's ability to set up sponsored accounts.
Engagement 52
52 
3 Ultimate Factors of Business Performance
ClearAction
MARCH 21, 2017
Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 2 Forrester Research, 2012. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.
Culture 69
69 
Customer Experience Influencers You Must Follow – Part 2
Customer Guru
AUGUST 21, 2018
She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.” She is a sought-after public speaker and regular contributor at various publications.
Customer Expectations and Staff Retention Are Biggest Challenges to Outstanding Service
CSM Magazine
DECEMBER 8, 2015
Training and staff retention was cited as the top challenge by 33 percent of respondents, a big shift from ASQ’s last customer service survey in 2012, when it was rated as the least significant challenge. Results indicated little disparity from country to country. More Customer Service Investment Needed.
Customer Experience – Fact or Fiction?
ijgolding
JANUARY 15, 2016
Since 2012, the Customer Experience Professionals Association (CXPA) has been flying the flag for all those who work in the field of CX. Metrics, Measurement and ROI. The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy.
Reflections on Interactions 2012
Customer Interactions
MAY 14, 2012
I’m just back from Interactions 2012 in Nashville where over 1,500 NICE customers, and NICE business and technology partners shared information and best practices, and learned about new solutions for their organizations.
2012 29
29 
Head of Marketing, How Can You Keep Your Job When Most CMOs Are Losing Theirs?
C3Centricity
JUNE 28, 2018
A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. Perhaps it’s because CEOs don’t understand the role of a CMO or is there still an issue with the ROI of the marketing budget? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6
Marketing 59
59 
Marketers, How Can You Keep Your Job When Most CMOs Are Losing Theirs?
C3Centricity
JUNE 28, 2018
A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. Perhaps it’s because CEOs don’t understand the role of a CMO or is there still an issue with the ROI of the marketing budget? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6
Marketing 54
54 
50+ Customer Experience Statistics for 2020
ProProfs Chat
MAY 6, 2020
Customer Experience ROI Statistics. Customer Experience ROI Statistics. To gain higher ROI for your business, it is important that you offer the best possible customer experience. Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics.
2020 66
66 
ChurnZero’s 10 Customer Success Leaders to Watch in 2019
ChurnZero
FEBRUARY 1, 2019
” More notably, Chad built the Customer Success team from scratch for Vitrue, a social media marketing product suite, which was acquired by Oracle in 2012 for over $300M. ChurnZero Resource – ROI Calculator. Chad is based in Atlanta and has called it home for almost 20 years. Who else would you add to this list?
The Future of Work: How Companies Are Building Cultures Worker’s Love #nytnewwork
Natalie Petouhof
MARCH 6, 2017
Daniels’s other feature directing credits include his 2005 directorial debut “Shadowboxer” and the 2012 thriller “The Paperboy,” in addition to producing “Monster’s Ball,” for which Halle Berry won an Oscar. since 2012, focusing on managing and scaling the company’s operation from seven to over 65 studios. Prior to her C.E.O.
Culture 40
40 
Why Qualtrics – Steve Harmon – Team Lead – Provo, UT
Qualtrics
OCTOBER 8, 2019
Honestly, I needed a part-time job in 2012 when I stumbled on Qualtrics. If you focus on the experience across employees, customers and the market you will learn ways to optimize business operations and drive ROI by creating optimal experiences across touchpoints with your organization. The real question is why I have stayed.
Sales 20
20 
WATCH NOW: PeopleMetrics Turns 20! 3 Business Lessons from CX Entrepreneur Sean McDade PhD | PeopleMetrics LIVE!
PeopleMetrics
JANUARY 28, 2021
I joined in 2012. You know, you joined PeopleMetrics in what, 2012 you said? Kirk: 2012, yeah. Back when I started in 2012, you really just had these core industries that said, "you know, I'm hospitality, I'm a restaurant. But you know, it's nothing like doing it yourself and showing an ROI, right?
2001 62
62 
Optimove 2023 Year-end Letter to Stakeholders
Optimove
JANUARY 16, 2024
First, an overview of the State of the CRM Marketing Industry: Since our founding in 2012, we’ve understood that consumers go through a mix of rational, emotional, analytical, and illogical phases in their journey toward making a purchase. Since our founding in 2012, Optimove has been profitable. 2023 was no different.
2023 52
52 PSIM: Four Bold Predictions
Customer Interactions
MAY 8, 2013
PSIM is being used for more than just physical security While PSIM evolved out of security, organizations are now looking to PSIM to also enhance safety, operations, and overall ROI. I predict we will see many more examples of operational uses and ROI for PSIM in 2013 and beyond.
Workshop 40
40 
5 Ways CX Automation Can Create a Consistent Experience
Kustomer
FEBRUARY 25, 2022
It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012. Richard is an analytical & results-driven digital marketing leader with a track record of achieving major ROI improvements in fast-paced, competitive B2B environments.
Multi-Channel 105
105 
5 Ways Automation Can Help Create a Consistent Customer Experience
Kustomer
DECEMBER 21, 2021
It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012. Richard is an analytical & results-driven digital marketing leader with a track record of achieving major ROI improvements in fast-paced, competitive B2B environments.
Lithium’s Customer Heroes
Customers Rock!
MAY 10, 2012
I recently attended the 2012 Lithium Network Conference (LiNC for short) in San Francisco to hear about the latest and greatest from Lithium Technologies as well as from thought leaders such as Brian Solis , photo left, who shared about Digital Darwinism from his new book The End of Business as Usual.
Social Media 69
69 
Customer Education & Training: The Investment That Keeps on Giving
Gainsight
FEBRUARY 2, 2024
“Salespeople especially get antsy if they’re sitting in their seats for too long,” says Lynn Hunsaker, Customer Experience ROI Strategist at ClearAction , a company that provides training and consulting for customer experience.
Seminar 52
52 
Discovering Business Value within Community
Lithium
APRIL 15, 2021
It was not long ago that all of us in the Online Community space struggled with how to calculate Community’s Return on Investment (ROI). All in all, Community ROI was a fairly bleak thought-leadership landscape until about the year 2012. With SSO or a CRM integration, you can measure ‘Sales’. You have a gross yield.
2012 52
52 
The Definitive Guide to Chat Bot Strategy
Bold360
NOVEMBER 30, 2016
To project potential ROI, tie your business objectives to the necessary functionality to estimate the cost of implementation and ongoing management. Many businesses find that by narrowing chat bot functionality to their true business requirements, it’s possible to realize substantial ROI from chat bot implementation.
Definition 104
104 
20 Most Popular Customer Experience Matters Posts in 2014
Experience Matters
DECEMBER 31, 2014
Net Promoter Score and Market Share For 60 Tech Vendors (2012). Report: ROI of Customer Experience, 2014. Infographic: The Six Laws of Customer Experience. LEGO’s Building Block For Good Experiences (2009). Report: Net Promoter Score Benchmark Study, 2013 (2013). note: See updated NPS benchmark from 2014 ].
2014 101
101 
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
JULY 14, 2020
He founded Feedbackly, a customer feedback software in 2012, and CXForum, a CX network CX of CX professionals and companies to bring knowledge and methods together to create better experiences unconditionally in 2019. Jaakko Männistö – Head Coach at CX Academy. LinkedIn : [link]. Website : [link].
2020 132
132 
Inside Customer Success: Oracle Marketing Cloud
Amity
FEBRUARY 10, 2017
I had a couple of related roles after that but it wasn’t until I joined Eloqua in 2011 that I encountered a customer success model that truly worked (editor's note: Eloqua was acquired by Oracle in 2012). Another driving factor of change in marketing is pressure to prove ROI.
Reconsidering Loyalty: Top Loyalty Trends for 2019
Currency Alliance
DECEMBER 13, 2018
To quote Harvard Business Review : “In dollar terms, small players—defined as those with sales less than $1 billion—grabbed approximately $15 billion in sales from their larger peers between 2012 and 2017.”. Deeper marketing integrations. New experiences don’t necessarily incur much new investment; you can just connect your existing dots.
Loyalty 45
45 The Guide to Building Your Customer Experience Technology Stack
Chattermill
AUGUST 29, 2018
That’s strong uptake, considering it has only been available since 2012. Freeman will completely personalize the experience of using your business and provide provable ROI. A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link).
Technology 40
40 
Let's personalize your content