Uncover Measurable ROI with Insight Communities
Alida
NOVEMBER 21, 2023
Discover how customer insight communities help brands build stronger relationships, reduce risk, and deliver measurable ROI.
Customers Insights Measurement ROI 
Your Top 3 ROI Questions, Answered
InMoment XI
NOVEMBER 2, 2022
Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. If you’re like the majority of CX practitioners (CX Network’s “Global State of CX” report shows that it is the second highest concern for CX practitioners), you likely have quite a few ROI questions.
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Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World
Experience Investigators by 360Connext
APRIL 23, 2024
The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.
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Struggling to Prove the ROI of Customer Experience? You Could Be Missing These 3 Keys to Success
InMoment XI
AUGUST 18, 2022
More than ever before, proving the ROI of customer experience is absolutely vital. And, unfortunately, customer experience programs may fall on the chopping block. To help our customers to do just that, we leverage a philosophy we like to call the “Continuous Improvement Framework.”. A Common CX ROI Misperception.
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Customer Experience Management: Optimizing Your Strategy for Financial Success
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
A New Take on ROI: Reduce Failure Demand to Save on Business Cost
InMoment XI
DECEMBER 13, 2022
My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. When we manage client programs at InMoment, return on investment (ROI) is always top of mind. To reduce failure demand, we first need to measure it.
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How smart brands measure customer intelligence ROI
Alida
NOVEMBER 25, 2016
In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Increasing revenue with NewsCorp Australia.
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XI Café Podcast, Episode 6: Demonstrating CX Impact, ROI, and More With The Customer Show’s Mary Anne Ghobrial
InMoment XI
APRIL 18, 2023
Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Here’s an overview of their Q&A: What Is the Customer Show? What Is the Purpose Behind the Customer Show? All brands know that customer experience is important—delighting customers is the name of the game.
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How to Measure the Hidden Impact on ROI of Evoking Customer Emotions
Beyond Philosophy
MARCH 1, 2024
A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. What Emily needs is the insight provided by our Emotional Signature research.
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Stepping Into The Future of Retail With Foot Locker
InMoment XI
MAY 3, 2024
Companies that prioritise understanding and meeting customer needs stand poised to thrive in a constantly changing marketplace. Foot Locker stands out as a beacon of innovation and customer-centricity. These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience.
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4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program
InMoment XI
AUGUST 3, 2022
One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen “light” menu that features low calorie salads and sandwiches. But, as the restaurant underwent a massive change, they realized that their current customer experience platform was ineffective.
Connecting Customer Experience Goals to Financial Metrics to Prove ROI
CloudCherry
SEPTEMBER 19, 2018
Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights.
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How to Prove the ROI of Your Voice of the Customer (VoC) Program
GetFeedback
JULY 19, 2019
When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. How can you give your customer a voice within your business?
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Connecting Customer Experience Goals to Financial Metrics to Prove ROI
CloudCherry
SEPTEMBER 19, 2018
Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights.
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Not Just Another Blog Post on How to Improve Customer Experience
InMoment XI
OCTOBER 4, 2023
Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.
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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. . What they need is a full picture—the “why” of customer behavior. Give NPS and CSAT some context.
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Power up Your Productivity to Drive Experience Improvement
InMoment XI
NOVEMBER 16, 2023
Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.
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How to Prove the ROI of Customer Satisfaction (CSAT)
GetFeedback
DECEMBER 2, 2019
Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. Start with measuring your CSAT score as outlined by GetFeedback. First things first.
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5 Key Learnings from Customer Experience Experts at The XI Forum Europe 2023
InMoment XI
OCTOBER 18, 2023
After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! That means capturing insights from every touchpoint and channel.
The Power of Integrated CX Part 3: Smartest Actions
InMoment XI
APRIL 23, 2024
True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. InMoment’s Integrated CX offers a transformative pathway to success, encompassing Strongest Signals , Richer Insights , and Smartest Actions.
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Predictive Analytics Examples that Demonstrate Its Impact on Customer Experience
InMoment XI
MARCH 25, 2024
Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. Improve customer lifetime value. Reduce customer churn.
Integrated CX: The Complete Guide
InMoment XI
FEBRUARY 12, 2024
In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. What is Integrated Customer Experience (CX)? In short, integrated customer experience is an anti-siloed CX strategy.
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How to Measure the ROI of CX
Second to None
MARCH 29, 2019
In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? Choosing a CX Metric to Measure.
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How to Choose a Partner for Your CX Program
InMoment XI
AUGUST 25, 2023
Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. 73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. Let’s dive into what we covered on our webinar.
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Maximizing Digital Marketing ROI With Superior Customer Service
CSM Magazine
JUNE 20, 2023
Every successful business knows that providing quality customer service is essential in getting customers to keep coming back. But when it comes to maximizing ROI, it should be at the top of your list. Moreover, ROI is a metric used to calculate the financial gain or loss from an investment.
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Decoding demographics: Best audience insights tools for maximum reach
BirdEye
MAY 13, 2024
That’s precisely what audience insight tools do. With audience insights tools, you gain a competitive advantage, ensuring you hit the bull’s eye with every piece of content you produce. Dive into this comprehensive guide to learn everything you need to know about audience insights tools.
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How Market Segmentation Can Be Used to Improve the Customer Experience
InMoment XI
FEBRUARY 23, 2024
It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. Hopefully, your business has more than one customer.
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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. Not always, but often.
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5 Reasons To Get Tickets to XI Forum Europe 2023!
InMoment XI
AUGUST 31, 2023
We’re all about assisting businesses in translating their customer experience initiatives into tangible, measurable business outcomes. Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI. Your chance to learn from the best is here – seize it!
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Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets]
Thematic
AUGUST 7, 2019
This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. Chapter 1: Introduction – ROI or Die! This guide will help you do that.
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Brand Equity: What It Is, the Benefits, and How to Build It
InMoment XI
JULY 7, 2022
When customers are looking for a solution to a problem, they will often turn to a company they trust. For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. That is the essence of brand equity. Brand Perception.
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Customer Experience ROI: How You Prove You Understand Customer Experience Strategy
Beyond Philosophy
FEBRUARY 6, 2019
Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.
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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)
Experience Investigators by 360Connext
FEBRUARY 6, 2024
Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x
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5 Critical CX Insights You’re not Gathering Today
CloudCherry
MARCH 28, 2019
Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. At CloudCherry, we want to disrupt the customer experience industry.
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Power of Customer Insights: Strategies to Increase Your Return on Investment
CSM Magazine
APRIL 18, 2023
Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!
13 compelling stats on the ROI of Vision Critical’s customer intelligence platform
Alida
JANUARY 16, 2018
Adopting a relationship-based approach to customer intelligence gathering delivers substantial value and ROI. . In The Total Economic Impact of Vision Critical , Forrester provides a framework for measuring the potential business impact of using an insight community in the Vision Critical platform. For example: 10.
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Influencer Marketing Metrics for Measuring ROI
NetBase
MARCH 26, 2019
Measuring influencer marketing success requires a particular set of skills – skills that go beyond typical ROI savvy, to criteria that specifically relates to influencers. And what’s the measure? Insights (attributes, emotions and behaviors derived from analyzing mentions). And that applies to every vertical. Geolocation.
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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. Get it Right.
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WFM ROI: Why You Need Workforce Management Software Now
Playvox
NOVEMBER 15, 2022
Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before. 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. Automate Reports.
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86 13 stunning stats on the ROI and growth of online communities
Alida
SEPTEMBER 30, 2016
Every company today wants to be customer centric. From emerging upstarts to established conglomerates, brands of all sizes now recognize that getting closer to customers is key to long-term business success. Online communities have measurable, proven ROI. TWEET THIS STAT ). TWEET THIS STAT ). TWEET THIS STAT ).
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3 Tips to Bridge the Gap Between Your CX Team & C-Suite
InMoment XI
FEBRUARY 24, 2022
Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. The former is interested in counting dollars and profitability and the latter with measuring metrics. And it doesn’t have to stop at just customers.
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ROI of Customer Experience can be measured: Build your case for ROX
delighted
DECEMBER 10, 2019
ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. In light of this, ROX is emerging as a way for companies to measure how improving customer experience drives consumer behavior and yields measurable results.
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Customer Satisfaction Score (CSAT) Industry Benchmarks
GetFeedback
NOVEMBER 25, 2019
If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. Get the Guide.
More on CX ROI: Save AND make money
Zeisler Consulting
JULY 21, 2020
And it’s also fair to say that if the leadership of your organization doesn’t see the intrinsic value of good Customer Experience, you’re fighting an uphill defensive battle in the first place. Your ROI here is on the cost side, but you have to be vigilant in accounting for it. This is clearly money in the door.
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