InMoment XI

FEBRUARY 12, 2024

Here are the three main elements of integrated CX: Ability to connect data from everywhere Richer insights Smarter Actions 1. Here are some common customer experience KPIs and metrics to measure the ROI of Integrated CX. Net Promoter Score (NPS) NPS measures the likelihood of customers recommending your business to others.

NPS 260

NPS Net Promoter Score Effort Score ROI 260

Experience Investigators by 360Connext

FEBRUARY 6, 2024

higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniable business benefits? CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. Net Promoter Score What is it? How do you measure it?

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

Gainsight

APRIL 9, 2024

Deployment Engagement Adoption ROI Community engagement is a key part of the “E” portion of this framework. Customer Success sees benefits from increased retention rates, opportunities to grow and expand accounts, and higher NPS. We use the DEAR framework to measure if our customers are being successful.

Connections 52

Connections Chief Customer Officer E-support Events 52

InMoment XI

OCTOBER 4, 2023

And, even more importantly, how can you do it so that you get financial proof points, such as proving the ROI of customer experience , from the efforts? It’s the human touch that can weave data points into meaningful stories, connecting the dots between customer feedback and actionable strategies.

Blog 558

Blog Customer Experience Net Promoter Score Financial 558

InMoment XI

FEBRUARY 2, 2024

A Harvard Business Review study found that a 12-point increase in NPS leads to a doubling of a company’s growth rate. Personalization goes beyond mere customization of products or services; it encompasses understanding and anticipating the unique needs and desires of each customer, forging a deeper connection.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

FEBRUARY 24, 2022

Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. but the point is that storytelling connects humans together—and it can do the same with your customers and executives. Tip #1: Break Down Metrics.

Metrics 493

Metrics ROI Presentation Webinar 493

Alida

MARCH 23, 2017

As a result, telecom leaders take customer experience metrics like Net Promoter Score (NPS) very seriously. 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?”

NPS 133

NPS Net Promoter Score Loyalty Telecommunications 133

SurveySensum

NOVEMBER 23, 2023

What is an NPS tool? How to choose the right NPS tool? With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. What is an NPS tool? to help you make the most of your NPS survey. How to choose the right NPS tool?

NPS 52

NPS Net Promoter Score 2024 Multi-Channel 52

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

Many dashboards and reports don’t mention or track anything connected to customers. That sense of purpose is what allows each person on their team – from the park greeter to the sous chef to the cleaning crew – to connect their role with the bigger experience. It’s all about operations, processes, and financials.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. This research shows that CX is highly correlated to loyalty across 20 industries.

2015 131

2015 ROI Net Promoter Score Customer Experience 131

Qualtrics

JANUARY 3, 2020

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. There’s a lot more detail in the research, including industry-specific data, so make sure to download the free report, ROI of Customer Experience, 2019.

ROI 68

ROI Customer Experience Net Promoter Score Wireless 68

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Look for ways to connect those dots first. Related: Customer Experience ROI: Why Not Investing can Sabotage Your Success.

2020 250

2020 Net Promoter Score ROI Metrics 250

CloudCherry

MARCH 28, 2019

CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Even better, you can see how each conversation resonates through NPS and CSAT feedback. Connecting CX to ROI. If they were successful, NPS increased.

Insights 231

Insights CEM NPS ROI 231

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? You need the quantitative ROI to make a strong business case and obtain approval for continued investment.

ROI 59

ROI Customer Experience Banking Call Center 59

Customer Bliss

OCTOBER 3, 2017

In his role as Head of Customer Experience he lead the team that complete the NPS turnaround (From laggard to lead NPS among telcos) while reducing -46% the number of calls, -75% number of customer complaints and -65% refunds to customers. Understanding Quick ROI. That’s 197, 260 per day.)

Chief Customer Officer 125

Chief Customer Officer ROI 2004 2015 125

ShepHyken

MAY 15, 2023

Here are four ways brands can create more meaningful connections with their customers. Here are four ways brands can create more meaningful connections with their customers. Here you will find four ideas: showing humanity, keeping customers informed, creating a customer-first experience, and connecting emotionally.

Article 65

Article Net Promoter Score Customer Service 2023 65

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Many companies rely on metrics such as Net Promoter Score (NPS), CSAT or Customer Effort Score (CES), which give a numeric value that you can track over time. This can be linked to business metrics to give a true ROI figure.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

Lithium

SEPTEMBER 7, 2022

Digital customer care can meet and exceed your original ROI projects in several ways. However, poorly implementing a digital Care system can cost hundreds of thousands of dollars annually in wasted time and low NPS scores. At the end of the day, the Khoros Care platform is immensely powerful and can provide well over 100% ROI.

ROI 52

ROI Social Media Customer Care Brands 52

Totango

APRIL 25, 2019

With an amazing NPS score of 87.5, Panel discussions dove into key challenges facing customer success leaders today including sales-CS alignment, elevating customer success conversations to the boardroom, and how to scale and deliver a measurable ROI. Optimum Agility – Zoom. Strongest Impact – Avero.

NPS 54

NPS Connections Events Customer Centricity 54

Thematic

FEBRUARY 11, 2024

Last year, we wrote about how Atlassian built infinite customer feedback loop using AI which is based on similar ideas: personalized connection with users through granular feedback analytics. Chrissy Hura from Scientific Games did a great job explaining how her team links issues in digital experience to ROI. The solution?

NPS 62

NPS Hotels Events Demo 62

Lumoa

JANUARY 15, 2024

It connects the customer with agents who can handle their queries (or connect them with someone who can). Creating a Seamless User Experience Creating a seamless customer experience is about ensuring customer support agents and conversational tools can directly connect customers to the next step in their journey.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

ClientSuccess

JANUARY 24, 2023

Think of it as a way to zero in on your customer so you can connect with them in meaningful ways. Many factors come into play when determining a customer’s health score, including their usage levels, response times to inquiries or requests, NPS/survey responses, and more.

Metrics 89

Metrics Demo NPS 2023 89

GetFeedback

JULY 19, 2019

Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers. Net Promoter Score (NPS). This number (a percentage) is what you track as your overall NPS. Putting it all together.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

ShepHyken

FEBRUARY 18, 2020

Instead of thinking about ROI, instead think of ROX—return on experience. You must be able to demonstrate this in tangible terms relating to company goals that executives can immediately connect to. Improving your NPS rating alone will not necessarily lead to an increase in sales.

Multi-Channel 119

Multi-Channel ROI Leadership NPS 119

AskNicely

MARCH 30, 2017

That’s where Net Promoter Score (NPS) surveys can come to the rescue. Using NPS surveys – you can achieve all of the above and more. This post is the first in a eleven part series, where we’ll cover everything you need to know about NPS surveys and ultimately, how you can improve customer service, success and satisfaction.

NPS 60

NPS Net Promoter Score Customer Satisfaction Customer Retention 60

CloudCherry

JULY 18, 2018

Survey for Net Promoter Score (NPS). One of the most popular measures of customer experience is the Net Promoter Score (NPS), which is a measure of loyalty to your brand and an effective method to determine customer likelihood to repurchase, refer friends and family, and resist market pressure to deflect to a competitor.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

InMoment XI

APRIL 10, 2013

An improved NPS score and high customer satisfaction are nice, but they aren’t enough. Our clients and partners are increasingly being challenged to make that connection between Voice of Customer (VOC) initiatives and the company's bottom line.

ROI 200

ROI NPS Voice of Customer Customer Satisfaction 200

InMoment XI

APRIL 10, 2013

An improved NPS score and high customer satisfaction are nice, but they aren’t enough. Our clients and partners are increasingly being challenged to make that connection between Voice of Customer (VOC) initiatives and the company's bottom line.

ROI 200

ROI NPS Voice of Customer Customer Satisfaction 200

InMoment XI

APRIL 10, 2013

An improved NPS score and high customer satisfaction are nice, but they aren’t enough. Our clients and partners are increasingly being challenged to make that connection between Voice of Customer (VOC) initiatives and the company's bottom line.

ROI 200

ROI NPS Voice of Customer Customer Satisfaction 200

SurveySensum

JULY 9, 2021

Customers buy from companies they trust and connect with emotionally. Yes, it can be sometimes difficult to connect with prospective customers on an emotional level. They may lean heavily on looking at quantitative data like impressions, ROI, and engagement to decipher the answer to their lag in return.

Social Media 98

Social Media ROI Loyalty NPS 98

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. NPS, CSAT, FCR, Health / Effort Score, etc.) Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. XM annuities generate massive ROI.

Metrics 62

Metrics Management ROI Effort Score 62

InMoment XI

OCTOBER 24, 2023

InMoment champions the cause of empathetic listening, and with speech analytics, every conversation becomes a bridge to deeper understanding and connection. By zeroing in on pivotal metrics like Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES), businesses can tap into the pulse of their customers.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. There are different views on NPS; some love it, some hate it, some are indifferent.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Stella Connect

MARCH 8, 2018

Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. Before signing up with Stella Connect, Craig needed to develop a business case internally. Since the full rollout, the company has seen NPS improvements of more than 50%.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. Before signing up with Stella Connect, Craig needed to develop a business case internally. Since the full rollout, the company has seen NPS improvements of more than 50%.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Experience Investigators by 360Connext

JANUARY 7, 2020

Understand the connection between customer experience success and business outcomes. Instead, look for how customer experience initiatives are connected to the overall goals and objectives of your business strategy. I bet you can connect the dots from those happy customers to larger purchases, extended lifetime value or even referrals.

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

TechSee

DECEMBER 16, 2020

The connected and agile platform integrates multiple data sets and workflows across contact centers, field services, and third-party systems for enhanced collaboration. An industry-first, Visual Remote Assistant is powered by a multi-patented, browser-based service for intuitive, app-free visual engagement. Acuity Brands.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109