Brad Cleveland Blog

NOVEMBER 3, 2023

Your finance department may have an ROI calculator … Continue reading → The post The ROI of Customer Service: Overcoming Objections appeared first on Brad Cleveland. Understanding the value of customer service and how to quantify that value has never been so important.

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ROI Customer Service Return on Investment Customers 52

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. Compelling Arguments for Justifying CX Programs – the Dreaded ROI Question. The post ROI and the Secure Customer Index (SCI) appeared first on Horizon CX.

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ROI Return on Investment 2004 Financial 52

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? 1,2] [link]. [3] 3] [link].

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ROI Measurement Net Promoter Score Effort Score 86

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. First, understand the true costs of NOT investing in customer experience. Next, understand the baseline.

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2020 Net Promoter Score ROI Metrics 250

Brad Cleveland Blog

NOVEMBER 3, 2023

Your finance department may have an ROI calculator … Continue reading → The post The ROI of Customer Service: Overcoming Objections appeared first on Brad Cleveland. Understanding the value of customer service and how to quantify that value has never been so important.

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ROI Customer Service Return on Investment Customers 26

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. Look inside at CLV to determine ROI.

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Leadership ROI CEM 2001 70

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. So… are you ready?!!!

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Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

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.

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Return on Investment ROI Customer Service Training Reference 121

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Leadership #CustomerExperience #CXDesign. After all, low hanging fruit and quick wins are great confidence boosters. Back To CX Accelerator Blog.

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Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Leadership #CustomerExperience #CXDesign. After all, low hanging fruit and quick wins are great confidence boosters. Back To CX Accelerator Blog.

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Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. At first, focus on addressing and fixing the pain points which will have the most positive impact to the business with minimal cost or effort.

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Customer Experience Contact Center Return on Investment Employee Experience 261

Brad Cleveland Blog

MARCH 3, 2022

There are two categories of considerations: returns and risks. Let’s begin … The post Customer Experience ROI: Risks of Inaction first appeared on Brad Cleveland. My recommendation is to build a “toolkit” (repertoire) of methods you draw from. Five each, for a total of ten considerations.

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ROI Customer Experience Return on Investment Customers 32

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 improve the employee experience?

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Customer Centricity Return on Investment Employee Experience Leadership 76

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. CS leaders can secure the support and resources necessary to drive success by effectively communicating the ROI and value proposition.

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ROI Events Return on Investment Touchpoint 52

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?

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ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Provide insights into the value proposition and ROI to communicate to customers who are at risk of churning. So, how does your CX team rise to the occasion?

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Customer Success Return on Investment Customer Centricity B2C 135

Brad Cleveland Blog

MARCH 3, 2022

One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks of doing nothing.

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ROI Customer Experience Return on Investment Customers 26

Natalie Petouhof

JANUARY 22, 2018

I would want to hear from the leadership that they were dedicated to doing things differently. The day started with a group of engineers who began their career day journey with us by hearing from our top leadership. To help demonstrate the ROI. Examining the ROI for the Career Day. I had been given a month. Why the video?

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ROI Leadership Return on Investment Events 40

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Agile Customer Care Delivers High Return on Investment. These include: Recommendations and the Bottom Line: Agile Customer Care Delivers ROI .

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ROI Customer Service Average Handle Time Customer Experience 56

Totango

JUNE 28, 2022

Maximize Your Return on Investments. During an economic downturn, your greatest investment should be in your current customer base. And in order to maximize your ROI, you should be focusing on retention and customer satisfaction strategies. Don’t Let an Economic Downturn Slow Down Your Customer Success.

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Return on Investment Competitive Advantage ROI Communication 74

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. How to Calculate Social Customer Care ROI. Costs of Investment. This means that the airline made $18.99

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ROI Social Media Airlines Customer Service 45

Clarabridge

JUNE 13, 2017

This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment. Land: With Paul Powers’ appointment as Dorel Juvenile President and CEO in 2013, our leadership took the reins to give consumers a seat at the table. Can you describe your VoC journey? .

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ROI Net Promoter Score Return on Investment 2013 40

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. The Three Areas of ROI. What is the return on the investment of customer experience? Let’s break down the ways customer experience not only is worth the investment, but absolutely necessary!

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Customer Experience Net Promoter Score Culture ROI 261

Velaro

APRIL 8, 2016

This strengthens employee engagement, leadership skills, and in general customer service skills among your chat agents- as they are now helping each other improve. Today, online chat still represents the channel of efficiency, as well as a customer service channel that proves the return on investment for customer service spend.

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ROI Customer Service Multi-Channel Return on Investment 45

Lumoa

JUNE 30, 2022

Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX. How do you establish that customer experience brings a great return on investment? Internal advocacy is worth investing energy into across all parts of your organization.

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Customer Experience Metrics Feedback Insights 110

Natalie Petouhof

FEBRUARY 9, 2016

Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. Agile Customer Care Results in High ROI and Less Stressed, More Engaged Employees . What exactly does agile customer care and agile customer experience mean?

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Customer Care ROI E-support Contact Center 61

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.

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Technology Customer Experience Return on Investment Leadership 56

Centercode

APRIL 16, 2019

His leadership team asked him to develop a framework for measuring the success of his beta team efforts. By the end of this blog post, you’ll have a deeper understanding of how investing time into your beta program metrics can demonstrate your program’s worth to executive leadership. Measuring Beta Program Success.

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Metrics Net Promoter Score ROI Leadership 65

CloudCherry

JANUARY 21, 2020

And quantifying the return on investment (ROI) of CX and VoC can help secure further investment. . And you’ll have more formalized processes for taking action on customer feedback and sharing insights with your leadership and frontline teams. Understand the Phases of VoC Maturity. Level 3: State of The Art.

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Feedback Net Promoter Score Financial Customer Centricity 195

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.

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Article Customer Experience Metrics Customer Journey Mapping 337

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.

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Customer Success Return on Investment Fashion Reference 98

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. FULL TRANSCRIPT OF VIDEO DISCUSSION. Ian : Exactly, I think that’s perfectly right. Christopher: Phew!

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Leadership Consulting Financial Customer Experience 52

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.

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Return on Investment Culture Metrics Financial 52

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. This is another financial metric that can be used to demonstrate the ROI (Return of Investment) of the customer success team. Customer Financial Metrics. 9. Quarterly Expansion Revenue.

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Metrics Net Promoter Score Effort Score NPS 59

Gainsight

JUNE 21, 2022

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. That suggests that company leadership awoke to the advantages of CS, or they are putting the right foot forward by beginning their startup with customer success.

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2022 Net Promoter Score NPS Return on Investment 52

Horizon CX

JUNE 10, 2022

Ideally, this concept should originate at the senior leadership level. A program with a goal such as that can only last so long until the question of return on investment (ROI) arises and it can be proven that a higher NPS score has a direct correlation to improved business outcomes.

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Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

CSM Magazine

NOVEMBER 8, 2019

A CRM project requires a focus on technology, people and processes; only when all three are in harmony will you truly maximise your ROI.”. US companies found it even more difficult: 85% of them couldn’t accurately calculate their ROI. Nearly half of all UK respondents said that GDPR has had an impact in the way they deal with data.

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2019 ROI Return on Investment Customer Relationship Management 45