NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. With that in mind, here are 21 Top Social Media Tools to consider in 2019: 1. News, blogs, forums, portals, etc. Already know what matters? Skip right to the list of tools! Price: Starts at $499/month.

Social Media 52

Social Media 2019 Demo ROI 52

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. However, while 78% of brands are measuring customer loyalty via these three metrics, very few businesses believe they are gaining any real insight from the results.

B2B 150

B2B Multi-Channel Net Promoter Score NPS 150

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. However, many simply collect feedback or track metrics such as Net Promoter Score in isolation. million customers.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Structured feedback. Get the Guide.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. At the end of the survey, we run optional rating questions: To what extent has your executive team bough into in a CX metric or set of metrics? How extensively are your CX metrics tied to financial metrics at your company? The CX Buy-In Survey.

ROI 100

ROI Net Promoter Score Metrics B2C 100

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. This blog is a summary of those findings. Summary of Key Learnings.

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. NPS is the number one most-employed metric (59%), followed by CSAT (54%).

Customer Journey 89

Customer Journey Measurement Management NPS 89

Pointillist

MAY 19, 2020

An Inability to Quantify ROI is Still the Top CX Challenge and is a Barrier to Additional Investment “ Quantifying the ROI of customer experience is the toughest challenge for CX leaders, but it’s arguably the most important to help brands connect experience to financial results. In fact, high performers are 9.7

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. Customer data: maximize ROI. Vanity metrics, such as total membership, are no longer an indicator of success.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Listening to customer insight can help deliver these changes, and ensure they deliver ROI. Why 2019 is all about trust for brands and consumers.

2008 73

2008 White Paper 2019 Automotive 73

Horizon CX

MARCH 10, 2023

Many articles, blogs, consulting hours, and attention have been invested with this in mind. A permanent autonomous CX department immediately requires answering the dreaded ROI question at least annually, for which the community has yet to widely and satisfactorily answer. Mr. McDonald passed away in January of 2019.

2007 52

2007 NPS 2023 2022 52

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. At the end of the survey, we run optional rating questions: To what extent has your executive team bough into in a CX metric or set of metrics? How extensively are your CX metrics tied to financial metrics at your company? The Survey.

ROI 62

ROI Net Promoter Score Metrics B2C 62

NICE inContact

JANUARY 23, 2019

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. Maximize Training ROI: Help Supervisors target specific areas that need improvement by identifying individual training requirements at the agent level.

Contact Center 54

Contact Center Management Call Center 2019 54

CX Journey

JANUARY 2, 2019

And, most importantly, what does it mean for 2019? I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) How do we show ROI? In this post, I outlined potential success metrics to get your wheels turning. How do we show ROI?

2018 37

2018 2005 2019 ROI 37

Grade.us

NOVEMBER 16, 2018

2018's Best Digital Analytics Blogs. Follow these blogs to stay up-to-date with the latest analytics trends. If you're running analytics to find out what Google wants then follow this blog to get the information straight from the horse's mouth. All of these trends will likely carry right on into 2019.

2018 29

2018 Blog Article Measurement 29

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. Number 2 is improvement against that metric and others. Simply indicate that you’re looking to increase NPS (or any other CX metric).

NPS 79

NPS Net Promoter Score ROI Measurement 79

CSM Practice

OCTOBER 10, 2018

Below, is the blog he wrote. Finally, I highly recommend watching the video to hear Andreas speak about his approach in more detail, in addition to reading this blog. In this blog, I am sharing with you my approach, and recommend you leverage it as you are developing your strategic plans. Be a Conqueror in 2019.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

Below, is the blog he wrote. In this blog, I am sharing with you my approach, and recommend you leverage it as you are developing your strategic plans. The state of your CS organization may be in any of the four states and listing all I encountered would exceed the purpose of this blog. Be a Conqueror in 2019.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Gainsight

MAY 18, 2020

The obvious difference in the overall cost of executing the two different events means that we could welcome over 22,000 people this year, when we had over 5,000 in 2019. The two big questions I get more than any other are around cost and ROI. Pulse Everywhere was free, Pulse is not. Pulse Everywhere cost us $10.90 per person net.

2020 105

2020 Events ROI Multi-Channel 105

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! What metrics indicate success or failure? The paid tool offers more: Track metrics like follower evolution, average engagement rate per post, and reach and impressions history to tweak content. Social Report.

Social Media 99

Social Media Marketing Multi-Channel Metrics 99

Currency Alliance

FEBRUARY 10, 2021

I’m not going to quote a bunch of statistics, but if loyalty programs did not generate positive ROI, thousands of top brands would have given up on them decades ago. And you also know that if a small investment of your time can produce greater ROI from any department, and raise your NPS score significantly, then that’s time well spent.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Grade.us

MAY 28, 2019

It's most commonly used for blogging but supports other types of web content including media galleries and online stores. Agencies can use Snappa to create graphics for social media, ads, blogs, and more in seconds. Call Tracking Metrics. A plugin that allows you to add well designed sharing buttons to your blog posts.

2019 37

2019 Marketing Social Media Advertising 37

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! What metrics indicate success or failure? The paid tool offers more: Track metrics like follower evolution, average engagement rate per post, and reach and impressions history to tweak content. Social Report.

Social Media 85

Social Media Marketing Multi-Channel Metrics 85

Centercode

JANUARY 28, 2019

The 2019 Customer Validation Industry Report showed that despite the high emphasis companies place on customer insights, many professionals are still struggling to get the resources they need. Lack of Metrics. Metrics, like the number of bugs found or the amount of feedback collected, speak volumes.

2019 63

2019 ROI Metrics Leadership 63

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. You can also find more information on leading loyalty initiatives in this blog. Depending on how this information is presented, it may only represent vanity metrics. That is impressive, but irrelevant.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

ChurnZero

OCTOBER 30, 2020

A more subtle chart is how much of a difference in value companies have based on their net retention – net retention being a proxy metric for Customer Success.”. Customer Success drives a double benefit in the ROI.”. There’s much skepticism about NPS being a valid metric to rely on. How do you counter this?”.

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

Thematic

JANUARY 27, 2019

We’ll cover: Simple techniques for making sense of feedback in house. How to calculate the impact of positive and negative aspects of your service. How to measure the ROI of initiatives based on customer feedback. Here is a real-life example of a typical conversation in a contact center (in 2019!).

Customer Service 59

Customer Service Contact Center NPS Financial 59

Chattermill

AUGUST 6, 2019

on 7 Aug 2019. CX professionals must be prepared to take concepts like NPS and CSATs and connect them to broader company success metrics by extracting insights from customer feedback to more tangible KPIs like sales, savings, and retention rates. For more information on what it means to be customer centric read our blog post here.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Chattermill

AUGUST 6, 2019

on 7 Aug 2019. CX professionals must be prepared to take concepts like NPS and CSATs and connect them to broader company success metrics by extracting insights from customer feedback to more tangible KPIs like sales, savings, and retention rates. For more information on what it means to be customer centric read our blog post here.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Oracle

NOVEMBER 16, 2020

We’re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Oracle Markie Awards and its categories, finalists, and winners. The first finalist, WebContinental , believes that ROI is simply a way of life. Keep consumers cool with an exceptional ecommerce platform.

ROI 40

ROI Sales Financial Government 40

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Temkin Group was acquired by Qualtrics in October, 2018. David Avrin. Denise Lee Yohn.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Temkin Group was acquired by Qualtrics in October, 2018. David Avrin. Denise Lee Yohn.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

NetBase

JULY 24, 2019

? ?. Updated July 2019. Deeper metrics – Though comparing likes, mentions and retweets might make you think you’re winning (or losing), you really don’t have all the facts if you stop at superficial metrics. SOCIAL MEDIA METRIC TRACKERS. SOCIAL MEDIA METRICS TRACKERS. CONTENT DISTRIBUTION. DATA EXTRACTORS.

Social Media 78

Social Media Metrics Brands Events 78

NetBase

OCTOBER 4, 2019

October 2019 Update: Trends change, technology advances, and correspondingly, social analytics and social media management tools become increasingly more powerful. Understanding and communicating ROI. And then tie data insights back to ROI for a clear understanding of your marketing efforts’ impact. We have an updated list!

Social Media 76

Social Media 2020 Demo ROI 76

Grade.us

MARCH 12, 2019

She's a wealth of insights and consistently contributes actionable and strategic blogs for Moz.com. Miriam: 2019 marks my 16th year observing and marketing local businesses. Miriam: I’m definitely seeing more educated owners and marketers, but at the same time, we need clearer models for setting goals, analyzing data and proving ROI.

Marketing 36

Marketing 2019 Social Media Consumers 36

Oracle

OCTOBER 15, 2020

However, when testing to win, the results of the campaign are usually only applicable to that campaign, Wade Hobbs, Senior Strategy Consultant for Strategic & Analytic Services at Oracle CX Marketing Consulting, said in a recent Oracle Modern Marketing Blog article.

Marketing 75

Marketing Consulting Metrics 2019 75

SurveySparrow

NOVEMBER 9, 2020

Employee Engagement Management: Employee engagement is one of the most vital HR metrics you must search for while selecting HR tools. Gartner Research stated that 51% of the HR executives mentioned employee experience is a crucial initiative for 2019. Organizations with high employee engagement earn 147% more per share.

Management 59

Management Feedback Multi-Channel 2027 59