Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. March 11 - The State of Customer Success 2016.

2016 80

2016 Customer Success Webinar Customers 80

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

2016 105

2016 NPS Net Promoter Score B2B 105

Alida

OCTOBER 13, 2016

At the 2016 Customer Intelligence Summit , two innovative brands shared how they’re taking advantage of this trend. Find ways to boost your partners’ ROI. To convince other companies to pay for customer intelligence you’ve gathered, you need to demonstrate tangible ROI. Vision Critical (@visioncritical) September 20, 2016.

Marketing 235

Marketing Feedback E Commerce Advertising 235

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. How smart brands measure customer intelligence ROI. Virtually all industries saw some form of consolidation in 2016. RELATED RESOURCES. RELATED RESOURCES.

2017 0

2017 E Commerce 2016 Social Media 0

Experience Matters

OCTOBER 31, 2016

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. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

2016 97

2016 2012 2013 2014 97

CX University

NOVEMBER 21, 2023

CX University CX University launched their first online courses in 2016, the CX Foundations Series, offering six online courses covering the core concepts of the Customer Experience discipline. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

Roadmap 52

Roadmap 2016 ROI Customer Experience Professionals 52

BirdEye

APRIL 24, 2023

This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods. It’s measurable. Set clear objectives: Establish specific, measurable, attainable, relevant, and time-bound (SMART) goals. Why is digital marketing important?

Marketing 93

Marketing Social Media B2C Advertising 93

CX University

NOVEMBER 7, 2023

CX University CX University first launched their CX Foundations Series in 2016, offering six online courses covering the core concepts of the Customer Experience discipline.

Roadmap 52

Roadmap Customer Experience Professionals 2016 ROI 52

C3Centricity

SEPTEMBER 16, 2019

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. Adding value to a company also increases the ROI of its marketing investments. The post How to Measure Customer Centricity the Right Way appeared first on c3centricity.

Customer Centricity 54

Customer Centricity Measurement 2019 Customer Satisfaction 54

Alida

MARCH 23, 2017

Net Promoter Score (NPS) was first introduced in 2003 as a way to measure customer satisfaction based on consumers’ responses to one simple question: “How likely are you to recommend our service to a friend or colleague?” At the time, it offered decision makers an easy and effective way to measure loyalty.

NPS 133

NPS Net Promoter Score Loyalty Telecommunications 133

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

2016 74

2016 Metrics Customer Experience Customer Connectedness 74

Alida

JULY 11, 2018

As for ROI, Joel said there are different ways of measuring the contribution of the research team. Joel’s team also measures specific changes to business activities that research touches. Joel’s team also measures specific changes to business activities that research touches. One way is through research cost savings.

Insights 141

Insights Brands Banking ROI 141

PeopleMetrics

OCTOBER 25, 2017

Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. Billion in 2016 USD 13.18 The ROI customer experience. What gets measured gets done. What gets measured gets done. Billion by 2021, at a CAGR of 21.1%.”

CEM 122

CEM Customer Experience Customer Centricity ROI 122

CX University

OCTOBER 30, 2017

Bridging the gap between CX measurement and real financial outcomes. “A Mohamed Latib, CEO and founder of CXU, describes the new endeavor, “When we launched our Online Courses in 2016, we were addressing a need in the CX discipline that hadn’t been met before, which was to provide on-the-go professional development. CX University.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

2016 58

2016 Metrics Customer Experience Customer Connectedness 58

CloudCherry

JANUARY 22, 2020

Unproven ROI. With a clear way to measure your transition, you’ll be able to determine when your VoC program begins to produce a return on your investment. 2016) “Are you really listening to what your customers are saying?” Struggling with siloed data. Not Acting on Insights. Lack of priorities. Informal processes.

White Paper 243

White Paper Social Media Feedback 2019 243

TechSee

MAY 1, 2018

Utilities recognize that in the short-term, investment in AI can deliver the highest ROI in terms of improving speed and efficiency, enabling better data processing and analytics, and enhancing the customer experience (CX). According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

2016 132

2016 2017 Call Center ROI 132

Talkdesk

JUNE 2, 2016

This blog post is an Opentalk 2016 panel recap. NICK : CS starts out with an unsustainable proposition: “We’re going to make everyone happy and we have no metrics for measuring it.” The post The ROI of Investing in Your Customers appeared first on Talkdesk. For more Opentalk content, check out Opentalk Full Coverage.

ROI 40

ROI Books 2016 Customer Success 40

Experience Matters

OCTOBER 5, 2016

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic.

2016 131

2016 Customer Experience Download Customers 131

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Look inside at CLV to determine ROI.

Leadership 70

Leadership ROI CEM 2001 70

Eptica

AUGUST 2, 2017

First, the good news – CX does deliver ROI. Huang presented data from a recent Gartner study that suggests 58% of CX projects in 2016 saw a measurable ROI. On top of this while 27% of projects hadn’t delivered ROI in that year, they were expected to in the future. Addressing the last point.

Technology 48

Technology ROI 2017 Measurement 48

ShepHyken

APRIL 11, 2017

Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools. However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention.

Net Promoter Score 83

Net Promoter Score E Commerce 2008 NPS 83

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Nothing wrong with that! Always good to revisit this topic because it is such a hot one for customer experience professionals. Always the same (great) story, regardless.

Customer Experience 56

Customer Experience ROI 2016 Insurance 56

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? And how will you measure success on the changes you make? Improving Sarah’s desire to stay with your company has an ROI of itself. What will be done to act on that feedback?

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

Comm100

DECEMBER 16, 2019

With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. Calculator: Live Chat ROI Calculator. At first, we were surprised at how popular this interactive live chat ROI calculator is, given how many organizations already use live chat.

2019 52

2019 ROI 2020 Webinar 52

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. 4 root causes: You get what you measure. What’s broken? 2% are VoC Novices — in the early stages of developing their VoC approach.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.

Sales 79

Sales E Commerce E-support Contact Center 79

ProProfs Chat

JANUARY 24, 2020

So, if you wish to measure a company’s customer advocacy, the first question you must ask is: Would I recommend this company to a friend? So, the customer advocates come up with ‘above the measure’ strategies for attracting more customers and making them happy! Offering exactly what they want . Dealing with their problems” .

Marketing 103

Marketing Social Media E Commerce ROI 103

Tricia Morris

OCTOBER 28, 2015

According to Gartner Research analyst Brian Manusama in his recent research note, Why You Need to Rethink Your Customer Self-Service Strategy , “by the end of 2016, at least 80% of organizations that fail to plan their self-service implementations will incur higher customer service costs and will not achieve the savings and benefits expected.”

2016 83

2016 Virtual Agent ROI 2015 83

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. What’s next?

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. What’s next?

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” The metric is most often measured monthly because a monthly timeframe is long enough to provide statistical significance. But it can also be measured annually, weekly, daily, or even hourly.

Call Center 74

Call Center Metrics Multi-Channel Banking 74

Magellan Solutions

JUNE 24, 2021

In a 2016-2017 talent shortage survey, employers found sales positions to be among the most difficult roles to fill, beating out even engineers, management, and executive roles. It’s important to anticipate the ROI you’ll get from us. It measures the cost of the service against the amount of value you’ll receive from it.

Sales 52

Sales B2B 2016 2017 52

Eptica

MAY 30, 2018

Research from both sides of the Atlantic provides clear evidence of the link between superior CX and company success: - A $100 investment in 2000 into a portfolio of the top brands in the American Customer Satisfaction Index provided a return of over $760 by the end of 2016. Share this page on: Tweet.

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. Recommended reading: Live Chat ROI Calculator. How many channels offer as many benefits as live chat does for both the customer and business? We’ll get into this later).

2021 98

2021 Social Media 2020 Loyalty 98

CX Journey

JANUARY 2, 2019

How Do You Measure #CX Success? How do we measure it? How do we show ROI? Customer Experience and the Bottom Line Similar to measuring CX success, this post/topic is an ongoing conversation: How does customer experience impact the bottom line? How do we show ROI? I outlined how each contributes.

2018 37

2018 2005 2019 ROI 37

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Measure and test ad targeting with call analytics. Why are Telemarketing Philippines experiencing a large number of calls?

Contact Center 52

Contact Center Multi-Channel Omnichannel 2016 52