InMoment XI

NOVEMBER 15, 2023

By delving into these insights, companies can make data-driven decisions to enhance customer satisfaction and customer loyalty. There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty.

Insights 324

Insights E Commerce Customer Experience E-support 324

InMoment XI

AUGUST 3, 2022

Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results. Strategy #1: Going from Measuring to Improving. Let’s dive in to see how they did it!

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. 73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. Let’s dive into what we covered on our webinar.

ROI 260

ROI Net Promoter Score Webinar Financial 260

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Better measurement is urgently needed for higher quality data. As stated at the start of this article, impressive ROI requires a shift from out-of-tune to in-tune business practices. These are revenue roadblocks.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

InMoment XI

NOVEMBER 16, 2023

The importance of utilising multiple lenses for investment decisions, aligning them with ROI goals, was a focal point. What measures can be taken to prevent loss prevention? Listening to the voice of the customer and recognising their value emerged as a significant strategy. Download the full summary of our XI Forum Europe 2023 here

Workshop 596

Workshop 2023 Healthcare Travel 596

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. Here’s an example from The Beginner’s Guide to Creating an Online Training Program: Measure the Success of Your Program.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

InMoment XI

APRIL 23, 2024

Understanding the Importance of Smartest Actions Companies that prioritise CX not only foster customer loyalty but also drive sustainable growth and differentiation. And by doing so, you’ll see rapid, proven ROI across your programme from retention, to customer acquisition, from share of wallet growth, to cost to serve reduction.

Social Media 260

Social Media Insights Feedback Loyalty 260

Opinionator

JANUARY 8, 2021

The power of ROI (return on investment) is undeniable when measuring customer experience. Calculating the ROI of CX is often measured as a ratio between net profit over a set period and the cost of the initial or recurring investment. A high ROI ratio is what companies look for. What is Customer Experience?

ROI 98

ROI Customer Experience Advertising Return on Investment 98

GetFeedback

OCTOBER 27, 2019

The only way to really have an exact answer is to measure customer satisfaction. In this article, we talk about just that: how you can define customer satisfaction and the methods to measure it. What aspect of your business are you referring to when you’re measuring? Measuring your Customer Satisfaction Score (CSAT).

Customer Satisfaction 191

Customer Satisfaction Measurement Net Promoter Score Metrics 191

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. In order to measure the success of any CX program, you need to understand exactly what you are trying to achieve.

NPS 260

NPS Net Promoter Score Effort Score ROI 260

Thematic

FEBRUARY 27, 2024

Because feelings are hard to measure, and those feelings often live at the heart of the customer experience. Measuring the ROI of Customer Experience Improvements Beyond Gut Feeling: Sure, you might sense customers are happier after an upgrade. Now you can measure how happier customers = more sales.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

Currency Alliance

MAY 20, 2024

Consumers used to show loyalty to their main bank more or less by default. Back in 2017, when interchange fees were slashed by the European Union, most banks’ response was to simply to give up on their loyalty program; this was lazy and a huge strategic mistake.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

SuiteCX

JULY 31, 2017

Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Is your program performing?

ROI 40

ROI Loyalty Measurement Loyalty Programs 40

SuiteCX

JULY 31, 2017

Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Is your program performing?

ROI 40

ROI Loyalty Measurement Loyalty Programs 40

Beyond Philosophy

MARCH 7, 2024

The Emotional Signature measures how the experience makes people feel and what that means to the value they assign to your experience. Whatever you want to measure, that is the value. Bringing this back to Emily’s pickle about how to measure these things, we employ a process to get to this output. Value is fundamental here.

ROI 78

ROI Return on Investment Measurement Customers 78

Currency Alliance

JULY 16, 2020

This article explains how loyalty partnerships among complementary brands can produce more comprehensive customer understanding that drives down cost while strengthening engagement – and how to apportion loyalty investments. A common method to enhance customer understanding is partnering with other companies through loyalty programs.

ROI 52

ROI Loyalty Loyalty Programs Rewards Programs 52

Thematic

FEBRUARY 27, 2024

Because feelings are hard to measure, and those feelings often live at the heart of the customer experience. Measuring the ROI of Customer Experience Improvements Beyond Gut Feeling: Sure, you might sense customers are happier after an upgrade. Now you can measure how happier customers = more sales.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

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. Later I will go through how you can understand step-by-step what the value and ROI of customer experience are for your company.

ROI 103

ROI Customer Experience NPS Financial 103

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS. times more likely to buy again, 5.6

NPS 52

NPS ROI Social Media Banking 52

SurveySensum

SEPTEMBER 25, 2023

Maximizing Your Video Marketing ROI: A Four-Step Guide Leveraging Customer Feedback Step 1: Collect Actionable Customer Feedback Collecting customer feedback shouldn’t be a mere checkbox activity; it should be an integral part of your business plan. Ready to boost the ROI of Video Marketing with feedback?

ROI 52

ROI Feedback Marketing Social Media 52

BlueOcean

FEBRUARY 7, 2019

We get it; earning executive buy-in on the decision to outsource your contact center usually includes a discussion about ROI. What you may not initially see is how that hour inspires the customer’s lifetime loyalty and widespread promotion and advocacy, converting other customers on top of increasing their own spend.

Metrics 219

Metrics Customer Care 2019 Measurement 219

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom.

ROI 98

ROI E Commerce Metrics E-support 98

InMoment XI

OCTOBER 28, 2021

In my previous role leading customer experience for Hertz, I was also responsible for Voice of the Customer, CRM, and Loyalty. We also had a Customer Experience Council to engage the rest of the organization. The organization component here is key.

Airlines 493

Airlines Government ROI Webinar 493

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

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Daniel Group

AUGUST 1, 2023

Welcome to Success Strategies | August 2023 Are Your CX Improvement Efforts Measurable? When an organization launches a CX improvement effort, it is often hard to measure results. In an upcoming blog, I plan to outline one outcome measure companies should consider a critical CX performance measure. Get it Right.

Measurement 52

Measurement 2005 NPS B2B 52

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today. Improve customer lifetime value.

Customer Experience 260

Customer Experience Social Media E Commerce Retail 260

ClientSuccess

OCTOBER 5, 2020

But do you also have a good idea on the ROI they can ‘deliver’ to your team? What is customer ROI? Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer. Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer.

Customer Relationship Management 80

Customer Relationship Management ROI Customer Relationships Management 80

InMoment XI

FEBRUARY 2, 2024

This holistic understanding of feedback signals ensures companies stay ahead in competitive industries by maintaining a pulse on both customer loyalty and operational efficiency. Brands that master the art of personalization significantly enhance loyalty and a competitive edge. Ready to revolutionize your customer experience strategy?

Hospitality 260

Hospitality Call Center Retail NPS 260

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. How do you measure it? How do you measure it? And that’s a problem.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

C3Centricity

MAY 28, 2024

Difficulty Measuring ROI on Branding Initiatives Quantifying the return on investment (ROI) for branding efforts is a common challenge of brand building for SMEs. Unlike direct sales campaigns, branding’s impact on revenue is often indirect and long-term, making it difficult to measure.

Brands 62

Brands Social Media Return on Investment Advertising 62

SuiteCX

JUNE 15, 2017

Investments in customer loyalty are booming. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Australian companies are spending more than $5 Billion dollars6 a year in loyalty points and rewards.

ROI 40

ROI Measurement Marketing Loyalty Programs 40

SuiteCX

JUNE 15, 2017

Investments in customer loyalty are booming. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Australian companies are spending more than $5 Billion dollars6 a year in loyalty points and rewards.

ROI 40

ROI Measurement Marketing Loyalty Programs 40

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. One of the easiest and most powerful ways for customer executives to demonstrate value is to examine historical trends of loyalty and revenue/profits, especially for key customers.

Customer Centricity 75

Customer Centricity ROI Measurement Chief Customer Officer 75

Currency Alliance

DECEMBER 11, 2023

As everyone knows in the loyalty industry, entering into new commercial agreements with partners can be a very time-consuming effort. Unless the volume of business is high, there is never a positive return on investment (ROI). This is a major opportunity cost for every loyalty program.

Loyalty 52

Loyalty Loyalty Programs Document Brands 52

Zeisler Consulting

JULY 21, 2020

Again, there’s no silver bullet, but the broad general strokes of the ROI for CX fall really into two categories, as far as I can see: First, there’s the savings that go along with improving the efficiency and effectiveness of your internal processes. Your ROI here is on the cost side, but you have to be vigilant in accounting for it.

ROI 72

ROI Return on Investment NPS Leadership 72

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Expected Customer Experience (CX) impact on loyalty.

ROI 40

ROI Measurement Customer Experience Metrics 40