CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

BlueOcean

FEBRUARY 7, 2019

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”.

Metrics 219

Metrics Customer Care 2019 Measurement 219

CloudCherry

MARCH 19, 2018

First and foremost, brands need to have a clear understanding of their CX investments and the ROI they’re looking to extract from it. • Successful brands think progressively on how they can improve services and deliver delightful customer experiences. Link metrics such as CSAT, NPS and CES directly to business outcomes.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

CloudCherry

MARCH 19, 2018

First and foremost, brands need to have a clear understanding of their CX investments and the ROI they’re looking to extract from it. • Successful brands think progressively on how they can improve services and deliver delightful customer experiences. Link metrics such as CSAT, NPS and CES directly to business outcomes.

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Currently working at Qualtrics as a Sr. Website : [link]. LinkedIn : [link] /.

2020 132

2020 Customer Experience Magazine Consulting 132