InMoment XI

FEBRUARY 12, 2024

Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line.

NPS 260

NPS Net Promoter Score Effort Score ROI 260

InMoment XI

AUGUST 3, 2022

Despite their global and loyal fanbase, the quick service restaurant chain experienced a period of stalled sales and mixed reception to marketing messages. Strategy #2: Getting the Right Insights to the Right People. Strategy #4: Proving ROI Using Purpose-Driven Results. Strategy #3: Turning Intelligence into Action.

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

SurveySensum

MARCH 6, 2024

Multiple metrics are considered that help shape the success of businesses. They allow a business to form insights and help them effectively redesign their strategy for more growth and revenue, which frankly, is the core goal of every business. Using this, you can then execute the appropriate marketing strategies to maximize revenue.

Metrics 52

Metrics E Commerce ROI Return on Investment 52

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Share customer insights with every department.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Extra marketing required to overcome negative word of mouth. Insights spur creativity for differentiation.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

InMoment XI

AUGUST 25, 2023

InMoment’s Principal CX Strategist Jim Katzman and guest speaker from Forrester, Senior Analyst Colleen Fazio discuss decision-making in regards to CX program initiatives, finding the right program size, proving ROI in your CX program, and more. Let’s dive into what we covered on our webinar.

ROI 260

ROI Net Promoter Score Webinar Financial 260

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). As companies strive to navigate the complexities of their respective markets, the learnings one can gain from examining the nuances of both B2B and B2C marketing become self-evident.

B2C 90

B2C B2B Marketing Return on Investment 90

NetBase

MARCH 26, 2019

Influencer marketing is big business these days, with brands allocating a significant spend toward enticing top influencers to generate awareness in today’s highly competitive online environment. Insights (attributes, emotions and behaviors derived from analyzing mentions). And that applies to every vertical. But is it working?

ROI 66

ROI Measurement Metrics Marketing 66

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. The question on everyones mind is: How can I prove the ROI of CX to my executive teams?

ROI 123

ROI 2019 NPS Metrics 123

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics.

ROI 103

ROI Customer Experience NPS Financial 103

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 260

Hospitality Call Center Retail NPS 260

CSM Magazine

MAY 4, 2021

Digital marketing is on a continuous rise. Ninety-eight percent of marketing officials are now merging traditional marketing efforts with digital tactics to meet these expectations. These include online advertisements, social media marketing, and blogging, to name a few. Train your marketing staff.

ROI 52

ROI Marketing Seminar Metrics 52

Optimove

SEPTEMBER 29, 2023

Optimove scored the highest in the Journey Orchestration use case in Gartner’s Magic Quadrant companion report, “The Critical Capabilities for Multichannel Marketing Hubs.” According to Gartner, Optimove “enables data-centric, high-frequency marketing programs, with data management and AI to deliver top-tier personalization.”

2023 78

2023 Marketing ROI Download 78

Confirmit

JANUARY 8, 2020

A Voice of the Customer (VoC) program can have a measurable financial impact for organizations by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. Calculate your ROI. What Can I Measure With the ROI Calculator? Get an ROI Consultation. Faster Growth. Switching Solutions.

ROI 52

ROI Definition Document Customer Experience Professionals 52

SurveySensum

MAY 7, 2024

of the market share, with the private market (PMP) segment forecasted to claim 19.0%. Sounds like PMP is a promising tool to use in a digital marketing strategy, doesn’t it? Look for platforms that furnish transparent insights into sellers, encompassing their performance history, ratings, and past transactions.

Advertising 52

Advertising ROI Innovation Demo 52

Beyond Philosophy

FEBRUARY 6, 2019

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. The metrics you choose should line up with your actions and the goals you are trying to meet.

ROI 154

ROI Customer Experience Customers Customer Centricity 154

West Monroe

OCTOBER 19, 2023

When the markets rebound and attention shifts from cost to growth, manufacturers that have paused or cut critical projects will be behind. Short-term thinking in order to balance cost, timeline, and ROI today may also exclude future options and inadvertently paint the organization into a corner later. Data is key.

ROI 52

ROI Technology Return on Investment 2030 52

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Will it positively impact our market share? As a business leader you are extremely familiar with numeric metrics – most likely your targets are around revenue growth and profitability. Not necessarily.

ROI 121

ROI Customer Experience Financial NPS 121

Oracle

FEBRUARY 27, 2020

Here’s what experts say are 3 of the most important elements that will provide insights for driving positive CX. But while this has become a dominant customer experience metric, by itself it doesn’t tell you why customers are dissatisfied or less-than-excited about a brand. Net Promoter Score. Customer Effort Score.

Net Promoter Score 71

Net Promoter Score Metrics Effort Score 2020 71

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. Related: Customer Experience ROI: Why Not Investing can Sabotage Your Success. Of course, it’s not just one metric.

2020 250

2020 Net Promoter Score ROI Metrics 250

Optimove

JUNE 1, 2023

Customer marketing has the power to transform businesses and change bottom lines. Leading business consultants such as Gartner and Forrester consider customer loyalty a top priority for marketing decision-makers worldwide. Why Market to Existing Customers? The probability of selling to a new prospect is only 5-20%.”

Marketing 52

Marketing Multi-Channel Metrics Customers 52

BirdEye

FEBRUARY 13, 2024

With nearly 50% of people being unclear about the benefits of chiropractic care, the importance of chiropractor marketing cannot be overstated. As more healthcare seekers go online first, chiropractors need to get their digital marketing strategy right. Table of contents Why do chiropractors need marketing?

Marketing 57

Marketing Social Media Healthcare Multi-Channel 57

Eptica

JUNE 12, 2019

Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. How can brands make sure that their VoC programs deliver ROI? If you’re not seeing ROI from your program, perhaps you’re not asking the right questions – or asking them of the right people.

ROI 122

ROI Metrics Feedback 2019 122

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. . You’ll hit a roadblock.

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Lithium

DECEMBER 28, 2020

With Thanksgiving upon us, all of us at Khoros are grateful for our amazing customers and we find ourselves reflecting on the many valuable insights they shared at Khoros Engage events this year. We’re highlighting three of those insights below; if you missed Engage and want to know what it was all about, take a look at the IDC report.

Insights 52

Insights Engagement Net Promoter Score ROI 52

CustomerSuccessBox

APRIL 19, 2022

Enables a comprehensive view of every customer interaction across separate channels that give insights into a customer’s movement, and time spent at a touchpoint and helps detect pain points from a customer’s point of view. From marketing to customer support to even customer success.

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 52

Horizon CX

MARCH 1, 2021

The head of sales and marketing and the head of services aligned with all the reasons why Customer Satisfaction and Loyalty had to be the company’s number one operating pillar. Compelling Arguments for Justifying CX Programs – the Dreaded ROI Question. Or better asked, which comes first, the monthly numbers or customer satisfaction?

ROI 52

ROI Return on Investment 2004 Financial 52

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics. This delivers real, measurable ROI from VoC programs.

Net Promoter Score 50

Net Promoter Score Metrics Insights Average Handle Time 50

BirdEye

MARCH 9, 2021

Marketers at multi-location businesses have arrived at a true inflection point in which the world of customer acquisition and retention as we once knew it has rapidly shifted. By putting more emphasis on a customer-centric approach, strategic business growth has moved into the area of Experience Marketing. What is Experience Marketing?

Marketing 72

Marketing Multi-Channel Net Promoter Score Customer Centricity 72

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. And with customer success metrics, you can measure whether your efforts are working. Customer Success Metrics Lead to Action. Adoption Metrics: Measuring the customer’s use of the product. Business Metrics.

Metrics 73

Metrics Customer Success ROI Measurement 73

ProProfs Chat

APRIL 25, 2019

The market is full of similar tools with comparable functionalities. As an eCommerce entrepreneur, it’s not always easy to select the right tools that are decisive and provide a promising ROI. To help you clear this confusion, I am enlisting my top picks of the most effective eCommerce tools in the market. ProProfs Chat.

ROI 75

ROI Social Media Insights Interaction 75

SuiteCX

JUNE 15, 2017

Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. For this reason, it is critically important that we measure the profit returned from customer loyalty and retention marketing investments. Investments in customer loyalty are booming. How is it possible to see this?

ROI 40

ROI Measurement Marketing Loyalty Programs 40

SuiteCX

JUNE 15, 2017

Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. For this reason, it is critically important that we measure the profit returned from customer loyalty and retention marketing investments. Investments in customer loyalty are booming. How is it possible to see this?

ROI 40

ROI Measurement Marketing Loyalty Programs 40

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

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice.

Insights 324

Insights E Commerce Customer Experience E-support 324

DemandJump

NOVEMBER 4, 2020

Marketing strategies are all about customer engagement, plain and simple. But if marketing is intended to merge these two lanes - your business identity and potential customers - what’s the best way to determine if the process was successful? But in an even larger sense, MMM can help your marketing team define ROI.

Marketing 96

Marketing Return on Investment Advertising Sales 96

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. For businesses today, referral marketing is revolutionizing growth. In fact, 64% of marketing executives believe that word-of-mouth referrals are the most effective form of marketing. Let’s dive in.

E Commerce 62

E Commerce Marketing Multi-Channel E-support 62