ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. 1 These stark awakenings were presented by Adam Dorrell, CEO of CustomerGauge, at the San Francisco Monetize! 1 2018 NPS® & CX Benchmarks Report , CustomerGauge.

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

Thematic

MAY 15, 2023

And I’ll demonstrate linking your operational data to your customer experience measures, so you can see how to prove ROI to different stakeholders. Helping stakeholders understand the importance of having a high NPS , and demonstrating that you’re ‘paying back’ your new CX platform is not enough.

NPS 62

NPS Financial Net Promoter Score ROI 62

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Pointillist

MARCH 20, 2020

But, they find that 60% of customers in the IVR don’t even attempt to make a payment through the IVR system—a key insight revealing a valuable opportunity to reduce IVR leakage, call volume and costs by improving the language in the IVR node. When a customer calls the care center and schedules a repair visit, their baseline NPS is 14.7.

Customer Journey 70

Customer Journey Insights NPS Banking 70

Thematic

APRIL 3, 2024

By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. Each touchpoint—from discovery to purchase and beyond—reveals valuable insights. Step 3: Analyzing Data and Deriving Insights Data alone is just information. " mentality.

Social Media 62

Social Media Feedback NPS Insights 62

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience. So, Now What?

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

Totango

APRIL 25, 2019

With an amazing NPS score of 87.5, the event impressively delivered on the high bar of excellence with a world-class venue, high quality presentations, meaningful conversations and fun, social interactions. The summit was well designed with high quality presentations. The opportunities to network were extremely valuable.

NPS 54

NPS Connections Events Customer Centricity 54

Lumoa

SEPTEMBER 8, 2021

The most successful companies require next-generation customer experience management tools and strategies to analyze all data points in real-time and provide up-to-date, actionable insights faster across all teams in your organization. All of these contain valuable insights into your customer experience. ” He is right.

Customer Experience Management 83

Customer Experience Management CEM Customer Experience Management 83

SurveySparrow

MARCH 19, 2024

By acquiring user feedback from your app, you will get more actionable insights into how you can improve your mobile experience. The primary goal is to gather helpful and relevant user insights and opinions directly from the app. The insights you get could potentially help you provide a superior user experience. In-app feedback.

Feedback 52

Feedback User Experience NPS Touchpoint 52

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

Waypoint Group

MARCH 3, 2015

I’m often asked questions like this one: “Can you provide a benchmark on how much a B2B company can improve NPS during the first year of the program? Our executives want to understand the ROI from the effort and this will help.” Maybe they think customers won’t provide any new insight into helping the business grow.

NPS 60

NPS Net Promoter Score Metrics Measurement 60

Gainsight

JUNE 21, 2022

Improving user NPS with success plans. Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. Improving user NPS with success plans. Improving Net Promoter Score (NPS) is not an easy feat. versus $0.63

2022 52

2022 Net Promoter Score NPS Return on Investment 52

Totango

AUGUST 21, 2020

It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide. I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets.

Innovation 115

Innovation Customer Success NPS Reference 115

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . CX shouldn’t ever be measured by one metric alone. Free CSAT Calculator.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

BirdEye

MARCH 9, 2021

Every customer interaction and touchpoint – from a review left online, to a webchat, to a survey response – becomes an opportunity to start or deepen a relationship, and a way to extract valuable insights from the experience. True Actionable Customer Insights. The Experience Marketing Flywheel.

Marketing 72

Marketing Multi-Channel Net Promoter Score Customer Centricity 72

ChurnZero

SEPTEMBER 20, 2022

The potential ROI for you includes glowing reviews, solid customer case studies, and constructive feedback to improve your product and service—as well as increased retention and recurring revenue. These four highlights from Ed’s presentation will help you improve your Customer Success approach to build more trust with every interaction.

Presentation 52

Presentation Sports Hospitality Consulting 52

Customer Bliss

AUGUST 3, 2018

7 Customer Experience Insights You Can Apply to Your Organization. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX. There are methods to prove the ROI of CX investments, find a method that works for your company. What Do You Know Now That You Wish You Knew Then?

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

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. Deep listening and insights lead the way this year. Download the report today to get the full story.

2022 52

2022 Social Media 2023 Roadmap 52

Gainsight

MAY 13, 2020

Ashvin Vaidyanathan, Gainsight CCO, and Ruben Rabago, Gainsight Chief Strategist, presented on how existential Customer Success is during a downturn. We love a CS + PX story because we truly believe that the two belong together so it was great to see CS and PM leaders present together during the last track of day one.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. Tools: Like other operational roles, product ops manages the product tech stack.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

ReviewTrackers

MAY 8, 2017

Looking for the latest trends, tools, strategies, and insights on CX? Session topics include how to make the most of customer feedback , the different elements of ROI, employee engagement, the continued role of NPS in measuring customer satisfaction, agile operations, and in-depth measurement and insight, among others.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Lumoa

JANUARY 11, 2022

What Is an NPS Software? It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. In simple words, NPS software is a tool, that helps businesses measure and track NPS results and get in-depth insights from customers.

NPS 103

NPS Net Promoter Score Feedback Multi-Channel 103

Chattermill

AUGUST 6, 2019

Pull together different stakeholders, put aside competing interests and work together to create a voice of customer program that can turn insights into action. VoC programs provide insights into what customers want and need from the companies they do business with. For example, if your company used NPS as its primary CX metric.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Chattermill

AUGUST 6, 2019

Pull together different stakeholders, put aside competing interests and work together to create a voice of customer program that can turn insights into action. VoC programs provide insights into what customers want and need from the companies they do business with. For example, if your company used NPS as its primary CX metric.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Thematic

FEBRUARY 27, 2024

When you're asked to prove ROI, that's often when things get tricky. Rants, raves, random emojis – it's overwhelming, and it's easy to miss the insights that truly impact your bottom line. It typically includes four perspectives: • Financial: Traditional metrics like revenue, profit, and ROI.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

GetFeedback

MARCH 21, 2019

So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. Now, how do you use your NPS data to actually make your customers’ experience better?

NPS 186

NPS Customer Journey Net Promoter Score Social Media 186

CX University

JANUARY 20, 2021

When I attended the first Members Insight Exchange, I was thrilled to meet so many like-minded people who had been toiling in the CX trenches for years. In facing the CCXP exam questions; however, I was struck by how many questions presented me with a “well, it depends” thought process as I pondered the correct response.

Fashion 52

Fashion 2018 ROI NPS 52

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. Actively listen to the voice of your customers for valuable insights and improvements. This powerful tool not only captures real-time customer feedback but also provides insightful analysis and closes the feedback loop.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Feedbackly

JANUARY 10, 2023

You may not need some of the features marked as “nice to have” However if you want to be confident that your time and money is going into something that will hugely impact the success of your business and reach a positive ROI for your CX strategy, the features labelled “mandatory” will be required.

Customer Journey Mapping 52

Customer Journey Mapping Customer Experience Customer Journey Feedback 52

Thematic

FEBRUARY 27, 2024

Rants, raves, random emojis – it's overwhelming, and it's easy to miss the insights that truly impact your bottom line. 💡 This isn't just a tech trend- 44% of CX leaders already rely on AI and machine learning to extract actionable insights from their Voice of the Customer data.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

CCO Council

NOVEMBER 2, 2017

One reason is that some customer executives struggle to demonstrate quantifiable ROI for customer initiatives. This is important, as one of the downfalls of NPS measurement is that it measures nebulous intent and not actual behavior. How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Gainsight

OCTOBER 27, 2022

We have a packed agenda of insightful leaders ready to discuss everything from growing Net Revenue Retention (NRR) and building durable growth to fostering a human-first business. . This session will be a great way for participants to learn actionable insight into setting up a Digital CS strategy. . Investing in CS Ops?

Customer Success 52

Customer Success Roadmap Measurement ROI 52

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. And they also answered a few questions from CX professionals throughout the presentation. What are you doing with it?

Webinar 493

Webinar Metrics Touchpoint Customer Journey 493

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Apart from being an author, Kerry is also a renowned speaker and an insightful coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Amity

SEPTEMBER 25, 2017

Our customer base was evolving and as we moved upmarket, MRR continued to grow, which meant we needed to focus more heavily on outcomes and ensuring that customers achieve their ROI. We’ve managed to do so successfully but it always presents a real challenge. What is the most unique thing about the way your team functions?

Customer Success 0

Customer Success B2C NPS E-support 0

Qualtrics

MARCH 1, 2021

Whether you’re a large multi-national or a small business just starting up, surveys are a cost-effective and accessible method for gaining vital insights to help you thrive. NPS (Net Promoter Score). NPS is a one-question metric that captures how willing a customer would be to recommend you to a friend or colleague.

Download 29

Download Net Promoter Score NPS Events 29

ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. They stack rank their laundry list of feedback and present it to the Product team each quarter. I’m trying to build a relationship with them.’”.

Customer Success 59

Customer Success Management Roadmap Feedback 59