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.

ROI 52

ROI Customer Service Marketing Social Media 52

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Agent Performance Metrics Behind every successful contact center are the agents who breathe life into it.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

GetFeedback

NOVEMBER 25, 2019

So, as you’re monitoring your CSAT score, you should also be collecting feedback, acting on it, and implementing other strategies that will actually improve the experience; this will ultimately lead to a better CSAT score and other desirable business outcomes. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Get the Guide. Get the Guide.

ROI 150

ROI Webinar Sales Loyalty 150

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. These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Structured feedback.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? What are you doing with it?

Webinar 493

Webinar Metrics Touchpoint Customer Journey 493

CloudCherry

MARCH 28, 2019

Even better, you can see how each conversation resonates through NPS and CSAT feedback. Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? Connect CX to ROI – understand how CX improvements affect real business metrics.

Insights 231

Insights CEM NPS ROI 231

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Customer feedback will tell you what customers think and feel. Journeys & Journey Maps.

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Customer feedback will tell you what customers think and feel. Journeys & Journey Maps.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Customer feedback will tell you what customers think and feel. Journeys & Journey Maps.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Lithium

NOVEMBER 1, 2022

An Interview for Change: How AI and Automation Drive ROI Khoros has been a social care leader for years, but a tool is only as valuable as the one who wields it. Get to the bottom of the best ways to use and prove the ROI of Khoros Care with Khoros product marketing expert Josh Snider. Are you there ROI? Are you There ROI?

2022 52

2022 Roadmap ROI Social Media 52

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

Metrics 40

Metrics Social Media Measurement ROI 40

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Ad Saves and Ad Video Plays have been added to Analytics Ad Metrics. Publishing. Communities.

2022 52

2022 Social Media 2023 Roadmap 52

Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. Increasing Efficiency. Other Highlights.

2020 75

2020 2021 Webinar ROI 75

Lumoa

APRIL 18, 2023

NLP has made feedback analytics way more accessible. Surveys are great tools because collecting Voice of Customer feedback is a vital part of understanding your customers better. Receiving more precise observations When metrics fluctuate, it’s often unclear what the root cause was. Enter Natural Language Processing (NLP).

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

Lithium

SEPTEMBER 7, 2021

Everyone here at Khoros would like to give a huge thank you all for continuing to participate in the community and providing feedback. Time to start seeing actual ROI on your promoted posts. Published Posts Custom Metric A published posts metric that can be used as part of Marketing Analytics Custom Metric calculations.

2021 52

2021 Webinar Events Social Media 52

BirdEye

MARCH 29, 2024

Utilizing these networks can significantly enhance your marketing ROI by targeting a more relevant audience. A few tactics to help you get the most from your time on Facebook real estate groups: Be active by answering questions, providing feedback, and sharing relevant listings or market news. Ignoring negative feedback or reviews.

Social Media 57

Social Media Sales Advertising Connections 57

BirdEye

MARCH 17, 2023

By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services. This practice helps organizations connect with customers to address concerns as well as provide thoughtful feedback which can help you make any appropriate changes.

Social Media 98

Social Media Feedback Insights Brands 98

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. But it’s not easy—a CX metric score alone can’t create transformation. CX metrics aren’t one-size-fits-all. CX metrics aren’t one-size-fits-all. How are the metrics of field services, retail, call-center, first-contact resolution, etc.

Metrics 260

Metrics NPS ROI Call Center 260

BirdEye

MARCH 24, 2023

A development team can also help with feedback on what potential customers are looking for from products and services in your industry. They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed. Launch your plan Now it’s time to launch.

2023 98

2023 Return on Investment Social Media Sales 98

ChurnZero

MARCH 11, 2020

Didn’t realize ROI. When you’re presenting churn categories to an executive team and board members, simple, clear metrics win the day. A note on “Didn’t realize ROI”. If a customer tells you they have a cost issue it’s because they didn’t recognize appropriate ROI. Digging deeper to categorize churn. Product fit.

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

BirdEye

FEBRUARY 21, 2023

Finally, a social media manager can track analytics data to measure the return on investment (ROI) of each campaign, helping businesses understand which strategies are working and which need improvement. Social media ROI – The gross profit from your paid social media ads subtracted by the total expenses incurred to generate that profit.

Social Media 98

Social Media Management Multi-Channel ROI 98

BirdEye

FEBRUARY 13, 2024

For example, its AI-powered tool, BirdAI , can manage customer feedback and reviews without you having to spend extra time on it. This shows potential patients that you value feedback and are committed to patient satisfaction. Survey patient satisfaction: Regularly survey your patients to gather feedback on their experience.

Marketing 57

Marketing Social Media Healthcare Multi-Channel 57

Confirmit

OCTOBER 18, 2018

through a loyalty program), you can increase CLV (Customer Lifetime Value) as well as your chosen customer retention statistic or metric – the longer customers stay loyal, the more they tend to spend. Every business’ VoC nirvana is generating a true and measurable return on investment (ROI) from their VoC program.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Clarabridge

AUGUST 26, 2015

We recently hosted webinars featuring GE and Verizon , with discussions about activating the voice of customer in the business in order to glean insights, including best practices for getting buy-in. Delivering reports that highlight customer insights and feedback is more than just sending out an email attachment.

CEM 70

CEM Webinar Healthcare Social Media 70

Alida

DECEMBER 22, 2016

“Customer intelligence technologies enable organizations to collect and analyze customer feedback from multiple channels.”. How smart brands measure customer intelligence ROI. More data, however, isn’t necessarily the only path to higher marketing ROI. RELATED RESOURCES. What is customer intelligence? .

2017 0

2017 E Commerce 2016 Social Media 0

Gainsight

DECEMBER 20, 2020

In that case, there are a couple of paths that we can take: We help correct that impression, tactfully, by showing the past ROI and successes of the tool and have our internal champions vouch for the value of the solution to this new sponsor. This metric forms a part of our health scores and a part of CSM compensation.

ROI 59

ROI Events Customer Success Document 59

CX Journey

JULY 5, 2018

Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. When you focus on the metric, you reward the behaviors that move the number, not on those that deliver a better experience.

2017 47

2017 Customer Experience Professionals Metrics Presentation 47

CX Journey

MAY 3, 2016

Through events, webinars, member calls, community forums, mentor-mentee relationships, and experts, there's no shortage of opportunities to learn from peers. Analyze the feedback and use it to make improvements. Provide feedback and help them stay on the right course, if needed. Again, the association is member-driven.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

SurveySparrow

AUGUST 13, 2020

Then let me break this to you for every $1 spent email will give you a $44 ROI. According to DMA’s Report, 77% of email ROI comes from triggered and segmented campaigns. This action can be signing up for an online event, webinar, sales, etc. 5 Free Email Automation Tools to Save Your Money and Procure 4x Better ROI.

ROI 95

ROI Measurement Marketing 2024 95

Totango

JANUARY 7, 2020

Such goals need to be specific and might include the time taken to meet implementation timelines, the percentage of license utilization, and other metrics to ensure the organization delivers a great experience for new customers. Feedback can then be used to refine standard onboarding processes. . Continue to Offer Customer Training.

Roadmap 72

Roadmap Customers Customer Success Metrics 72

Qualtrics

SEPTEMBER 23, 2019

Guest speaker Faith Adams, Senior Analyst from Forrester, discusses this in more detail in our recent webinar on modernizing the patient experience. Below are her 3 answers to common patient experience problems… Watch the Webinar: Modernizing Patient Experience. It is hard to debate direct client feedback within a story.

Net Promoter Score 20

Net Promoter Score Webinar Leadership Metrics 20

SurveySparrow

FEBRUARY 14, 2022

In our recently concluded virtual HR summit, Refine EX, Anisa Aven, the CEO of Turnkey Coaching & Solutions , perfectly started her webinar with this line. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar.

Metrics 98

Metrics Webinar 2022 ROI 98

ReviewTrackers

JULY 23, 2018

Set objectives, identify key metrics, and have a realistic timeframe. Other forms of content include webinars, case studies, gated guides, and blog posts. A report even found that as much as 83 percent of marketers believe that managing reviews “absolutely” delivers good ROI. Then share your best reviews on social media.

Social Media 63

Social Media Marketing Multi-Channel ROI 63

Totango

SEPTEMBER 4, 2020

Customer success technology : Customer success metrics , usage data, and customer experience measurements are automated. Every engagement should be geared toward helping the customer achieve immediate milestones so that they can get maximum value and ROI from your product.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63