Beyond Philosophy

JANUARY 23, 2020

They have neglected to focus on return on investment for the initiatives they have implemented. . No organization is going to invest its resources in improving the Customer Experience but not have any expectations for a return on investment, at least not one that is going to survive long-term.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

CSM Magazine

NOVEMBER 3, 2023

As such, BPOs should see themselves as partners that offer choice and allow organisations to deftly circumvent market challenges and optimise return on investment. With a career spanning over 30 years, his expertise and leadership have been instrumental in driving the success of Foundever in the U.K. and South Africa.

2012 59

2012 2024 Return on Investment Financial 59

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Wondering how to get leadership buy-in for VoC?

Leadership 70

Leadership ROI CEM 2001 70

CX University

APRIL 2, 2024

In their rebellion, they noted how much they loved their customers, but they could no longer accept the failure of leadership to recognize that employees were underpaid and overworked. These employees took a stand because of the failure of leadership. How frequently do we observe reluctance from leadership to back these endeavors?

2009 52

2009 White Paper 2024 Financial 52

ShepHyken

MARCH 9, 2022

Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. . Maybe some stats and facts followed by a predicted ROI (return on investment). Those numbers need to make the case for an investment. The C-suite loves numbers. It’s not a fake release with fake news.

Return on Investment 121

Return on Investment ROI Customer Service Training Reference 121

West Monroe

OCTOBER 19, 2023

” What’s more, 20% expect investments in artificial intelligence (AI) to increase by at least 50%. Expectations for return on investments are high. This doesn’t always create a return on investment—and in some cases works against it. A good example is master data management.

ROI 52

ROI Technology Return on Investment 2030 52

Experience Investigators by 360Connext

JANUARY 28, 2020

First, understand the true costs of NOT investing in customer experience. Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. Related: Overcome Leadership Bias: 5 Common Types and the #1 Solution.

2020 250

2020 Net Promoter Score ROI Metrics 250

Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. How do you sell CX to leadership? There isn’t much taste for a second shot at it if a leadership team of your organization (or your client’s organization) has already been burned once.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Talkdesk

APRIL 13, 2021

While our Technical Account Managers and Premium Support Engineers devote themselves to optimize the platform and provide technical leadership, a dedicated administrator measures, reports, analyzes, and optimizes contact center operations, and monitors and resolves issues before they disrupt agents, customers, or the business.

Contact Center 133

Contact Center Return on Investment Leadership Consulting 133

ShepHyken

JANUARY 12, 2021

If you want senior leadership to invest in customer experience, you must show them the ROI (return on investment). The best way to position customer experience to leadership is to highlight the increase in productivity, efficiency and agility. How can I position customer experience to executives and leadership?

Customer Centricity 75

Customer Centricity Return on Investment Employee Experience Leadership 75

One Millimeter Mindset

JANUARY 21, 2021

The object is to justify investment in the project (or sale) based on anticipated outcomes. And those outcomes involve cost, timeline, scope, and expected return on investment. Contact me here to discover how to build your cross-functional networking and leadership skills. Easy- peasy. Delivered virtually or in-person.

Leadership 81

Leadership Return on Investment Workshop Innovation 81

ClearAction

APRIL 16, 2024

Return on investment depends on gains after vs. gains before spending. Only 15% said their Voice of Customer is “very successful” at this. This is the same trend for the past 10+ years in Qualtrics State of CX reports and Temkin Group’s State of CX reports.) Out-of-tune practices are the source of costs to serve.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. It’s important to make sure that the CCO or executive leadership does not do this in a vacuum and then try to “throw the brick over the wall” to the leaders to rubber-stamp.

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

Beyond Philosophy

MARCH 23, 2023

Employee Experience Management is a Leadership Choice An essential thing to remember is that minding how your employees feel during their time working for you is a leadership issue. Leadership is crucial, too. We had another podcast on leadership recently called “5 Rules Guaranteed to Make You a Good Leader.”

Employee Experience 78

Employee Experience Reference Leadership Culture 78

Customer Bliss

AUGUST 23, 2016

He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Darryl holds an MBA from Chapman University’s Argyros School of Business and Economics and has several industry certifications from the Center for Creative Leadership. Episode Overview. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Gainsight

JUNE 27, 2023

Proving the ROI of CS Is More Critical Than Ever In the current economic landscape, demonstrating the return on investment (ROI) of Customer Success has become more crucial than ever. Leading with compassion and focusing on the human aspect of leadership resonated strongly throughout the event.

ROI 52

ROI Events Return on Investment Touchpoint 52

Customer Bliss

DECEMBER 6, 2016

Now Camille had the leadership mandate and engagement. In this period, Camille was then able to bring data together to establish the return on investment and connection to customer experience and growth. The leadership team is leading by example. This was a pinnacle year for the work. Goals are set and aligned.

Chief Customer Officer 120

Chief Customer Officer Return on Investment Leadership Hospitality 120

Customer Bliss

DECEMBER 6, 2016

Now Camille had the leadership mandate and engagement. In this period, Camille was then able to bring data together to establish the return on investment and connection to customer experience and growth. The leadership team is leading by example. This was a pinnacle year for the work. Goals are set and aligned.

Chief Customer Officer 118

Chief Customer Officer Return on Investment Leadership Hospitality 118

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. It’s important to make sure that the CCO or executive leadership does not do this in a vacuum and then try to “throw the brick over the wall” to the leaders to rubber-stamp.

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

Totango

JUNE 28, 2022

Maximize Your Return on Investments. During an economic downturn, your greatest investment should be in your current customer base. With this SuccessBLOC, you are able to easily identify customers who may be at risk due to issues like low product adoption, poor financial standing or leadership changes.

Return on Investment 75

Return on Investment Competitive Advantage ROI Communication 75

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Debate them with top leadership and board. That becomes the role of the Chief Customer Officer.

Chief Customer Officer 141

Chief Customer Officer Return on Investment Leadership Customers 141

Natalie Petouhof

JULY 12, 2016

But this point is often overlooked or some leaders don’t realize how big a difference there is in leading change compared to their every day leadership job. The return on investment (ROI) and/or stated benefits were never realized. Practice #6 – Develop Adaptive Leadership Skills in Change Leaders.

Technology 56

Technology Customer Experience Return on Investment Leadership 56

Zeisler Consulting

JULY 21, 2020

I have written previously a couple times about return on investment for CX. 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.

ROI 72

ROI Return on Investment NPS Leadership 72

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Debate them with top leadership and board. That becomes the role of the Chief Customer Officer.

Chief Customer Officer 135

Chief Customer Officer Return on Investment Leadership Customers 135

Horizon CX

MARCH 1, 2021

As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. Those of us who have experienced the dreaded question, “What’s the return on investment for your program?”,

ROI 52

ROI Return on Investment 2004 Financial 52

GetFeedback

MAY 9, 2019

Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. CX leadership coalition: The VoC program and customer map fuel a company’s customer experience program, while the employees are the engine — they take this data and act on it.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Lumoa

FEBRUARY 16, 2023

Data can also inform pricing strategies for a better return on investment. This includes departments such as customer service, marketing, product development, sales, and even executive leadership. They will also help you train your customer service reps in de-escalation. Launching new initiatives.

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

Lumoa

JUNE 30, 2022

How do you establish that customer experience brings a great return on investment? It’s easy for teams—especially senior leadership—to become separated from your customers. Internal advocacy is worth investing energy into across all parts of your organization. It’s tempting to get stuck on the leadership level.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Customer Bliss

MAY 26, 2016

I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0: Now the message has finally caught on. This work is not about programs or simply fixing what’s broken.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

Customer Bliss

FEBRUARY 19, 2019

Each of those window washers gets an emotional return on investment in delivering memories to those sick kids. Business #Leadership #Makemomproud #Womenpreneurs #CustomerExperience #CX #leaders #Customers #WomenLeaders #CCO #customer #businessleadership. ” “They come running up to the glass.”

Brands 208

Brands Hospitality Chief Customer Officer Return on Investment 208

ChurnZero

NOVEMBER 3, 2021

Owler also provides updates on acquisitions, leadership changes at your customers’ organizations, new offerings or initiatives, and news that comes directly from the organizations themselves. The post 5 Free Customer Success Tools appeared first on ChurnZero.

Customer Success 98

Customer Success Return on Investment Fashion Reference 98

Alida

MAY 10, 2016

I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0: Now the message has finally caught on. This work is not about programs or simply fixing what’s broken.

Chief Customer Officer 150

Chief Customer Officer Customer Experience Social Media Return on Investment 150

Michel Falcon Experience

MAY 14, 2017

If you go out and design systems and processes to be considered a great workplace the return on investment is that you will strengthen your company culture, increase employee retention and improve employee morale. And, most importantly, EAB’s hold the leadership team accountable to continuously refining and improving the workplace.

Culture 112

Culture Return on Investment Leadership Hospitality 112

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. They are not the first senior leadership team of a company to ask a question along these lines – they are very unlikely to be the last.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

Russel Lolacher

JANUARY 4, 2021

Fluid leadership – titles denote responsibility, not leadership. What are the key leadership competencies needed to enable digital transformation in government? I’d like to stress that “leadership” shouldn’t be defined by rank or hierarchy. Stoic – remove ego from your leadership.

Culture 83

Culture Government Leadership Return on Investment 83

West Monroe

JUNE 1, 2023

After a customer segmentation analysis, we collaborated with the leadership to restructure their product pricing and packaging, introducing targeted feature bundling that increased cross-sell and up-sell opportunities, improved retention, and supported new growth.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

LoyaltyPlus

AUGUST 25, 2022

“Organisations and agencies are looking for increasingly inventive ways to get the most value possible from their marketing investments. Optimising return on investment is something most organisations have prioritised. Budgets are tighter than ever in the post-pandemic market.

Marketing 52

Marketing Social Media Return on Investment Customer Relationship Management 52