Step-By-Step Guide: Measuring Customer Service ROI
Help Scout
AUGUST 22, 2023
Measuring customer service ROI is key to ensuring your team gets the budget you need to deliver high-quality support. Read the full article Here's how to do it.
Uncovering the “why” delivers higher research ROI for CX leaders
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. . And that’s where research really yields ROI. Ongoing engagement with customers can help bridge this gap.
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How to Prove the ROI of Your Voice of the Customer (VoC) Program
GetFeedback
JULY 19, 2019
There is greater ROI when the holistic customer journey is the focus. 2: identify the VoC data that best helps you measure your performance . But, remember this: the goal isn’t to measure everything. The goal is to measure the right things. Improving customer experience is what leads to ROI. Let me explain. .
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8 Voice of Customer Keys to CX ROI
ClearAction
APRIL 16, 2024
8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Better measurement is urgently needed for higher quality data. As stated at the start of this article, impressive ROI requires a shift from out-of-tune to in-tune business practices. These are revenue roadblocks.
An Article On Customer Experience That Actually Makes Sense
GetFeedback
MAY 9, 2019
If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.
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The Slippery ROI Slope
InMoment XI
MAY 1, 2013
We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. View Article. Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that.
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The Slippery ROI Slope
InMoment XI
MAY 1, 2013
We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. View Article Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that.
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The Slippery ROI Slope
InMoment XI
MAY 1, 2013
We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. View Article Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that.
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How Voice of Customer (VoC) Programs Really Deliver ROI
InMoment XI
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. View Article.
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How Voice of Customer (VoC) Programs Really Deliver ROI
InMoment XI
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. View Article
ROI 200
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How Voice of Customer (VoC) Programs Really Deliver ROI
InMoment XI
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. View Article
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5 Top Customer Service Articles of the Week 5-3-2021
ShepHyken
MAY 3, 2021
Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.
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How to Define Customer Satisfaction and Measure it
GetFeedback
OCTOBER 27, 2019
The only way to really have an exact answer is to measure customer satisfaction. In this article, we talk about just that: how you can define customer satisfaction and the methods to measure it. What aspect of your business are you referring to when you’re measuring? Measuring your Customer Satisfaction Score (CSAT).
How to Measure Social Analytics ROI
NetBase
NOVEMBER 2, 2018
It’s impossible to grow without stopping to measure your efforts along the way. Here are some questions to ask when considering ROI expectations: What Are Our Business Goals? ROI isn’t a singular thing all brands measure equally. So before you can measure anything, you have to determine what you want to measure – and why.
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Maximizing Digital Marketing ROI With Superior Customer Service
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.
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Top 5 Customer Service & CX Articles for Week of January 29, 2024
ShepHyken
JANUARY 28, 2024
Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article shares something I had not heard of: how Walt Disney created “the desired path.” Here are my top five picks from last week.
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WFM ROI: Why You Need Workforce Management Software Now
Playvox
NOVEMBER 15, 2022
With WFM ROI like that, it pays to find the right workforce management software to improve workflow and deliver efficiency gains across all of your channels. Related Article: Five Coaching Tips For Contact Center Agents that Work. Related Article: What is WFM (and How Does it Apply to Our Daily Lives)? Automate Reports.
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Calculate the ROI of your CX program
SurveySensum
AUGUST 26, 2020
Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom.
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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)
Experience Investigators by 360Connext
FEBRUARY 6, 2024
CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. How do you measure it? How do you measure it? And that’s a problem.
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Business Value and ROI of Customer Experience: The Step-by-step Guide
Lumoa
NOVEMBER 29, 2021
Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Does it increase our revenue or profit?
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Are Your CX Improvement Efforts Measurable? Yes!
Daniel Group
AUGUST 1, 2023
Welcome to Success Strategies | August 2023 Are Your CX Improvement Efforts Measurable? When an organization launches a CX improvement effort, it is often hard to measure results. In an upcoming blog, I plan to outline one outcome measure companies should consider a critical CX performance measure.
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52 Customer Experience ROI: How You Prove You Understand Customer Experience Strategy
Beyond Philosophy
FEBRUARY 6, 2019
This discussion was predicated by two articles I read from Nunwood and Forrester late last year. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. Only a small number of companies can demonstrate in actual figures an ROI connected to Customer Experience efforts.
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Are You Using 1999 Metrics to Measure 2019 Customer Care?
BlueOcean
FEBRUARY 7, 2019
We get it; earning executive buy-in on the decision to outsource your contact center usually includes a discussion about ROI. While Lifetime Customer Value is a critical measure of your customer experience, it can’t by itself tell you what to focus on in your efforts to improve it. Fighting the Cost Center Mindset.
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The ROI of ERP Systems
Circular Edge
JUNE 22, 2023
Quantifying that value — the return on investment (ROI) of your ERP — is crucial to building a business case that justifies an ERP investment in the first place. But because ERP systems have the potential to touch so many different aspects of a business, quantifying their impact — and, therefore, their ROI — can be complex.
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Top 5 Customer Service & CX Articles for the Week of May 15, 2023
ShepHyken
MAY 15, 2023
Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Just last week, I included an article focused on this trending topic. I’ve also included many articles about NPS in this weekly roundup.
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Successful Brand Building for SMEs: Overcoming Your 10 Biggest Frustrations
C3Centricity
MAY 28, 2024
In this article, we’ll explore ten common frustrations of brand building for SME leaders and provide solutions and real-world examples of overcoming them. Difficulty Measuring ROI on Branding Initiatives Quantifying the return on investment (ROI) for branding efforts is a common challenge of brand building for SMEs.
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Leveraging NPS to Drive Revenue and ROI
SurveySensum
SEPTEMBER 8, 2023
This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS. NPS can be a big help here.
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52 More on CX ROI: Save AND make money
Zeisler Consulting
JULY 21, 2020
In fact, there are volumes of articles and books written about it. Again, there’s no silver bullet, but the broad general strokes of the ROI for CX fall really into two categories, as far as I can see: First, there’s the savings that go along with improving the efficiency and effectiveness of your internal processes.
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A Comprehensive List of Resources for the Contact Center Sourcing Process
BlueOcean
MARCH 14, 2024
Dig deeper in this article > 5 Insights About Sourcing and Developing Strategic Partnerships You know that partnering with a contact center outsourcer is more than just signing on another vendor. Get the details in this article here > The Fundamental Guide to the Contact Center RFP You know procurement inside out.
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5 Top Customer Service Articles for the Week of August 12, 2019
ShepHyken
AUGUST 12, 2019
Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s start with an article I read after I prepared last week’s Top Five Roundup. Here are my top five picks from last week.
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5 Top Customer Service Articles of the Week 5-2-2021
ShepHyken
MAY 3, 2021
Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.
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5 Top Customer Service Articles For the Week of May 25, 2020
ShepHyken
MAY 25, 2020
Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I was glad to see this article, which includes the formula to measure customer retention. Here are my top five picks from last week.
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5 Top Customer Service Articles of the Week 11-15-2021
ShepHyken
NOVEMBER 15, 2021
Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If you’ve struggled with how to measure, or “evaluate” your customer service, here are some ideas to give you some clarity. This is the way.
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A Comprehensive List of Resources for the Contact Center Sourcing Process
BlueOcean
MARCH 14, 2024
Dig deeper in this article > 5 Insights About Sourcing and Developing Strategic Partnerships You know that partnering with a contact center outsourcer is more than just signing on another vendor. Get the details in this article here > The Fundamental Guide to the Contact Center RFP You know procurement inside out.
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5 Steps to Effectively Implement the Voice of the Customer
InMoment XI
NOVEMBER 10, 2016
While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit. View Article
Proving the Value of a CX Strategy to Your Executive Team
GetFeedback
MAY 2, 2019
And yet, whilst many organizations measure their CX in some form or another, the majority still have no idea about the actual value their CX initiatives bring. It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization….
Closing the Loop on Alerts Provides Immediate ROI. Get It Right!
PeopleMetrics
MARCH 4, 2020
Closing the loop arguably drives the greatest ROI with VoC programs. Resolving Issues = ROI. Sean has over 20 years of experience helping companies measure and improve the customer experience. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes. Sean holds a Ph.D.
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How to Measure the Lifetime Value of SaaS Customers
Totango
SEPTEMBER 29, 2020
The sooner a customer begins using your product, the sooner they’ll experience value and see practical ROI. The post How to Measure the Lifetime Value of SaaS Customers appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.
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Exploring the Elusive ROI of Customer Experience Management
ClearAction
JANUARY 28, 2015
Exploring the Elusive ROI of Customer Experience Management. Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one. The Focus on Profit Growth.
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How to Elevate the Customer Experience with Conversational Commerce
Lumoa
JANUARY 15, 2024
This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce? Setting the Right Metrics and Measuring ROI There’s no point investing in new technology and systems if you have no idea whether they will provide ROI.
5 Steps to Effectively Implement the Voice of the Customer
InMoment XI
NOVEMBER 10, 2016
While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit. View Article.
5 Customer Success KPIs You Should Measure in 2022
CustomerSuccessBox
DECEMBER 9, 2021
This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is a tricky department because it does not yield instant ROI. Thus it becomes increasingly important to build measurable and scalable processes that rely on the right KPIs.
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Customer Experience Articles
ClearAction
FEBRUARY 7, 2016
Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Integrating Customer-Focus & Measurement in Day-to-Day Business. Customer Experience is Decided by You article.
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Comprehensive Guide on How Surveys Increase ROI
SurveySparrow
SEPTEMBER 21, 2020
And in this blog, we’ll discuss how online surveys increase ROI. And, what’s more rewarding is the fact that online surveys can increase your business ROI like never before. By the end of the article you’ll learn how to gain lifetime leads with high ROI, that too without investing huge sums of money or time.
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