Retently

AUGUST 22, 2018

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. Why do Airlines Have Low Customer Satisfaction Ratings.

Airlines 76

Airlines Customer Satisfaction NPS Net Promoter Score 76

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Claim the full promise of customer experience ROI by balancing customer acquisition and retention. 1 2018 NPS® & CX Benchmarks Report , CustomerGauge.

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“Among all customers, 73% point to experience as an important factor in their purchasing decisions, behind price and product quality.” ( PWC, Consumer Intelligence Series, Experience is everything: Here’s how to get it right, 2018 ) So your first step is to understand WHY most people in your organization are actively trained NOT to think this way.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. These three questions will start the right conversations to choose the perfect NPS software for your company. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

Oracle

JANUARY 16, 2018

On the horizon for 2018 is an increase in customer advisory boards, new job titles, and the next frontier of customer experience-related innovation management. Read on for four customer experience trends and 2018 predictions that will affect your customer experience strategy, and the technology behind them.

2018 52

2018 Customer Experience Net Promoter Score Innovation 52

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018.

2018 40

2018 Net Promoter Score NPS 2017 40

CloudCherry

FEBRUARY 3, 2019

In 2018 Sirius Decisions ran a study that showed 54% of companies say their biggest challenge to data-driven marketing success is the lack of data quality and completeness. In 2018 85% of B2B marketers were not using their Marketing Automation to its full potential. Analyze the ROI of a campaign based on the correlation between.

NPS 150

NPS 2018 Marketing Customer Journey 150

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

2019 173

2019 Customer Experience 2025 ROI 173

CloudCherry

DECEMBER 1, 2018

Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Personalized marketing automation. This is where integrating CX data with financial metrics can help.

CEM 186

CEM ROI Metrics 2018 186

Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. Put these together and it is vital that VoC programs deliver real ROI if they are to continue to win investment and drive improvements.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

CloudCherry

NOVEMBER 13, 2018

Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Personalized marketing automation. This is where integrating CX data with financial metrics can help.

CEM 170

CEM ROI Metrics 2018 170

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? Even at organizations with overall lousy Net Promoter Scores (NPS) or down-in-the-dumps Customer Satisfaction rates, there are individual customers having individually great experiences.

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. On average, buyers use about five sources of information to make their purchasing decisions.

Blog 82

Blog Demo 2018 Reference 82

Customer Guru

DECEMBER 13, 2017

In her latest Forbes article, Blake Morgan – a leading CX authority – discusses the five trends that will shape CX in 2018. Why should you commit to overcoming these challenges in 2018? One of the hardest question that a CEO gets asked from his or her board is to quantify the ROI on CX initiatives.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Confirmit

DECEMBER 17, 2018

While, as CX practitioners, we often love to see NPS® scores increase, we need to get our heads out of the analysis and focus on delivering on the promise – real business impact. The future of Voice of the Customer is about change and ROI. How to measure the ROI of your VoC program. How to turn words into action.

2018 40

2018 Chief Customer Officer Return on Investment ROI 40

AskNicely

SEPTEMBER 25, 2018

The Case for Executive Buy-in For an Advanced NPS Program. While it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program. Get The NPS Benchmark Study.

Net Promoter Score 60

Net Promoter Score Customer Success NPS Culture 60

Thematic

OCTOBER 8, 2018

Do you measure transactional Net Promoter Score (NPS)? Thematic has been working with a global telecommunications provider who has been measuring NPS using an established Voice-of-Customer platform for many years. But for 2018, the company set itself an ambitious goal: to significantly improve their transactional NPS.

Net Promoter Score 59

Net Promoter Score Telecommunications NPS 2018 59

Calabrio

AUGUST 7, 2019

for the last five years according to S&P Global—selected Calabrio in 2018 to power its workforce optimization (WFO) initiative, we were excited. For instance: Contact center leaders review the credit union’s Net Promoter Score (NPS) on a daily basis; they also review anecdotal feedback—both good and bad—from current and past members.

Contact Center 75

Contact Center 2019 Net Promoter Score NPS 75

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Demonstrating the ROI of CX initiatives There is no doubt that improving the customer experience can have a direct or indirect financial impact on the business.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

AskNicely

MARCH 15, 2018

In 2018, customer experience is everything. And on the ROI front, Harvard Business Review relates that “customers who have the best past experiences spend 140% more compared to those who had poor past experiences.”. How to use NPS to deliver amazing experiences at every brand-customer touchpoint.

Webinar 60

Webinar Customer Journey Net Promoter Score Customer Experience 60

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Published on: April 11, 2018. Why it is time to calculate the ROI of VoC programs. Essentially, brands are getting a partial view that is internally focused, rather than customer-led. Share this page on: Tweet.

Net Promoter Score 50

Net Promoter Score Customer Insights Insights Brands 50

BirdEye

MARCH 9, 2021

Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and Likelihood to Renew or Continue to Use (LTR/LTU) provide insight into how happy a customer may be at a moment in time, but they beg the question: “what to do with that information?”. Experience Marketing is the bridge between customer-centricity and ROI.

Marketing 72

Marketing Multi-Channel Net Promoter Score Customer Centricity 72

TechSee

DECEMBER 28, 2020

Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent. 91% of companies surveyed by Field Service News stated that NPS or another alternative CSAT KPI was a key field service KPI for their organization.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. Published on: July 25, 2018. This delivers real, measurable ROI from VoC programs. Share this page on: Tweet.

Net Promoter Score 50

Net Promoter Score Metrics Insights Average Handle Time 50

SurveySparrow

JANUARY 5, 2021

We are quite familiar with the term, ROI or returns on investment. When it comes to measuring the benefits of a particular cost-related investment, there’s no effective metric available then return on investment (ROI). You can’t measure returns on employee experience with NPS or surveys. Employee NPS or eNPS.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

CX University

JANUARY 20, 2021

My career started to turn around for the better in 2018 when I joined Delta Dental of California to create a CX Center of Excellence virtually from scratch. Somebody will test ROI, NPS, and an understanding of statistics such as correlation and causation. Sadly, I let the certification lapse. Be prepared to do some math.

Fashion 52

Fashion 2018 ROI NPS 52

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. An Intense Focus on Outcomes and ROI.

2018 74

2018 Customer Success ROI Return on Investment 74

Chattermill

MAY 23, 2018

by Dmitry Isupov on 24 May 2018. CX has strong ROI. The major difference compared to traditional marketing is that the ROI in CX can be measured a lot more robustly (CFOs will love this). They know exactly how much uplift in revenue they will get from increasing their NPS score by x points. customer experience.

Marketing 40

Marketing NPS ROI Consumers 40

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! Lesson #1 – CX ROI is a very big topic both within CXPA and the B2B community in general.

Customer Experience 60

Customer Experience Events CEM ROI 60

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Finally, the theme of the 2018 CXPA Annual Meeting is CX BUSINESS VALUE: Identify, Measure & Grow! Lesson #1 – CX ROI is a very big topic both within CXPA and the B2B community in general.

Events 60

Events CEM ROI Customer Satisfaction 60

Confirmit

JUNE 7, 2017

There are very few CX Practitioners out there who are lucky enough to have a CEO who states (as one did to me) “ROI? For any businesses already pondering their 2018 ACE Awards submission, that is the way to a judge’s heart! Show us the money! Net Promoter® is a trademark owned by Satmetrix Systems, Inc.,

Return on Investment 40

Return on Investment ROI Financial 2017 40

Thematic

MARCH 27, 2019

For example, Tania Parangi, Vodafone’s NPS evolution manager notes how Thematic helped them highlight the great things their support team does for their customers. The 2018 ROI of Customer Experience Research by Temkin Group shows that the correlation between customer experience and repurchasing is high. Why does this matter?

Feedback 54

Feedback Poor Customer Service Customers Engagement 54

ChurnZero

SEPTEMBER 21, 2018

An automated NPS campaign is sent to Valerie now that she has finished training and has logged-in five times within one week. Valerie gives you a nine on the NPS score and is now marked as a Promoter. 4 Customer Loyalty Trends to Follow in 2018 – Take these trends into account when building out your customer rewards programs.

Rewards Programs 45

Rewards Programs NPS 2018 ROI 45

Currency Alliance

DECEMBER 20, 2022

Cutting cost has 2-4 times more impact on ROI than generating incremental revenue. At many brands, we are now seeing this play out, even elevating the importance of loyalty-driving engagement to optimize ROI across customer engagement initiatives. More on this below. For those who have not considered this, let me share an example.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

Currency Alliance

MARCH 20, 2020

Do this first, and you will generate high-velocity point earning and redemption; a virtuous ecosystem that drives significant ROI, and significant barriers to competitors trying to make a similar move. Test & learn to see if this engages a previously disengaged audience, and how much it increases ROI. Maintain low operating cost.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

SurveySparrow

JANUARY 15, 2021

If you want to get better ROI, work engagement, and high employee retention, it’s crucial to provide constructive feedback. Basically, NPS is a scale that represents numbers between 0 to 10. With an NPS rating, you can also conduct peer to peer feedback to evaluate performance. Don’t Google this fact.

Net Promoter Score 52

Net Promoter Score Feedback NPS Measurement 52

Stella Connect

JANUARY 4, 2022

Shep Hyken (@Hyken) April 15, 2018. You could gauge employee satisfaction with the program, test their knowledge, measure behavioral changes, and/or track organizational performance and ROI. We recommend using all these indicators, along with real-time customer feedback, NPS , and other measures of customer satisfaction.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97