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. Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict.

ROI 52

ROI Return on Investment 2004 Financial 52

Stella Connect

DECEMBER 9, 2021

Colin’s company, Beyond Philosophy LLC, has been selected by the Financial Times as one of the best management consultancies for the last two years. Consider the current opportunities during your present experience that you can alter to drive customer emotions to a more favorable outcome.

ROI 85

ROI 2022 Customer Service Customer Satisfaction 85

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. But surveys do have a place in your Customer Experience Management program.

Customer Experience Management 83

Customer Experience Management CEM Customer Experience Management 83

ReviewTrackers

JUNE 16, 2020

So what are some of the lowest-cost, highest-ROI ways to win new customers? 5 Low-Cost, High-ROI Customer Acquisition Strategies. When done right, location pages can be a powerful SEO machine and high-ROI customer acquisition strategy. Manage and respond to your online reviews. This is where location pages come in.

ROI 65

ROI Social Media Customers Blog 65

Customer Bliss

OCTOBER 3, 2017

In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. Understanding Quick ROI. It’s still a lot, but more manageable for the team. That’s 197, 260 per day.) He was able to do this.

Chief Customer Officer 125

Chief Customer Officer ROI 2004 2015 125

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! Did you know that 1.8 Maximizing profit for investors (i.e.

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

inQuba

MAY 23, 2022

Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. To measure ROI and the impact of strategies, and fine-tune to further optimize. Is Journey Management really important?

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

ProProfs Chat

APRIL 25, 2019

As an eCommerce entrepreneur, it’s not always easy to select the right tools that are decisive and provide a promising ROI. I have picked 10 tried & tested tools from different domains to let you have a complete stack required to manage all sorts of eCommerce activities –. Marketing campaigns management. ProProfs Chat.

ROI 75

ROI Social Media Insights Interaction 75

Natalie Petouhof

JANUARY 9, 2018

I went to the executive leadership meeting and presented my proposal. But what I didn’t do is calculate the return on the investment (ROI.) So you might be wondering how did I calculate the ROI of employee development? ” And I saw the ROI. The slide with the ROI calculation. ” HR said, “200.”

ROI 51

ROI Management Social Media Travel 51

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. Value chain thinking is extremely valuable in customer experience management.

ROI 48

ROI B2B Metrics Culture 48

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). Building your own CX ROI model.

ROI 40

ROI Measurement Customer Experience Metrics 40

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. 4 Steps to Customer Experience ROI. You can share this progress informally, through the managers who heard the informal comments in the first place. And you could share this progress in formal presentations and messages with key decision-makers.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

ReviewTrackers

AUGUST 7, 2018

So what are some of the lowest-cost, highest-ROI ways to win new customers? 5 Low-Cost, High-ROI Customer Acquisition Strategies. When done right, location pages can be a powerful SEO machine and high-ROI customer acquisition strategy. Manage and respond to your online reviews. This is where location pages come in.

ROI 69

ROI Social Media Customers Blog 69

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. To add, a customer success manager needs to learn their customer’s product or service. What is a Customer Success Manager. What makes a good Customer Success Manager? Challenges.

Customer Success 52

Customer Success Management Customer Retention Customers 52

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. So, the debate continues. One of the businesses was transactional and the other was subscription based.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. Business Sense. True Definitions.

Management 69

Management Customer Experience Management Books Financial 69

ClearAction

JUNE 29, 2023

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn. When it’s hard to close this gap, then manage expectations better.

Leadership 62

Leadership ROI 2006 2024 62

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. To her, being present is a deep immersion of understanding the experience.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

SurveySparrow

SEPTEMBER 8, 2021

We’re sure you’ll try to find why along with ways to manage and improve it? . First, we’ll talk about employee experience management and how an employee experience platform would improve it. What Is Employee Experience Management? To understand Employee Experience Management, we need to know about Employee Experience first.

Employee Experience 59

Employee Experience 2021 Management Culture 59

CCO Council

OCTOBER 7, 2019

And the only way to demonstrate business outcomes is to present a business case—and then use that business case as the guardrails for what we do going forward. It’s natural to assume that a business case is all about return on investment (ROI) or internal rate of return (IRR) or other such measures of benefits versus costs.

Presentation 40

Presentation Financial Return on Investment ROI 40

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. For example, Product Managers can share research requests when they want to talk to a customer with pain points related to a feature in review.

Customer Success 59

Customer Success Management Roadmap Feedback 59

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

Beyond Philosophy

FEBRUARY 24, 2022

Then, when you are discussing the issue and you hear that senior management does not agree, you can defend your position. We talk about emotions and the influence of principles in the behavioral sciences with the senior management teams. Many times, the fact that senior management can’t answer them is the Aha!

Engagement 88

Engagement Consulting ROI Presentation 88

West Monroe

MARCH 14, 2024

Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI. Featured Content Achieving ROI today requires speed, value, and adaptability Read More Our commitment to delivering results is reflected in every client engagement.

Banking 40

Banking 2030 Financial ROI 40

Alida

AUGUST 30, 2017

More and more companies are using Sparq to deliver timely insight to marketing, product management and CX teams. Working with stakeholders outside of research is crucial to getting more ROI from Sparq and increasing your profile in the organization. De-mystify ROI measurement.

2017 100

2017 ROI Innovation Customer Relationships 100

Beyond Philosophy

JUNE 8, 2023

I assumed that the people I presented to understand why what I wanted was so critical to the organization. So, when presenting a case for change, logic, stories, and goals are essential. Also, get finance to sign off on those costs before you present, so they can’t argue.) Always include the return on investment (ROI).

Return on Investment 78

Return on Investment Presentation Customer Satisfaction ROI 78

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. We got a ton of great questions about the content I presented. Journey Managers. Why is it a journey manager , and not a director? Journeys & Journey Maps.

Webinar 54

Webinar Management Touchpoint Customer Journey 54

West Monroe

MARCH 23, 2023

Where do we absolutely need [digital transformation in portcos] and where can it drive a positive ROI is the path that we're looking for. While these may still be valuable initiatives to undertake, their higher risk and more elongated timelines make private equity management teams and investors uneasy given the current market environment.

ROI 52

ROI 2023 Technology Insights 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. We got a ton of great questions about the content I presented. Journey Managers. Why is it a journey manager , and not a director? Journeys & Journey Maps.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. We got a ton of great questions about the content I presented. Journey Managers. Why is it a journey manager , and not a director? Journeys & Journey Maps.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? Moreover, the idea that science and art combine to create a higher level of experience management has begun to transform how companies approach business-as-usual.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

Beyond Philosophy

JANUARY 28, 2019

Focus on the ROI of CX improvement. If you are a senior manager or the CEO, you need to know that where you have deployed your resources is paying off. Senior management will deploy your resources elsewhere. Senior management will deploy your resources elsewhere. I have assembled them here for your reference.

2019 139

2019 ROI Net Promoter Score Fashion 139

West Monroe

MARCH 23, 2023

Former Special Situations Investing Global Investment Firm Firms are moving away from high-cost, high-risk efforts A common thread throughout the interviews was that private equity investors and management teams have little appetite for investments in which ROI won’t be realized in the short term or medium term.

ROI 52

ROI 2023 Technology Innovation 52

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. They don’t want to risk buying additional seats without proof of ROI in case they go unused. The customer’s ROI grows with the number of people who see value from the product.

ROI 98

ROI Presentation Metrics Sales 98

BirdEye

DECEMBER 18, 2020

The weather’s getting colder, the decorations are up, and our presents came early. For the 12th consecutive quarter, G2 has named Birdeye a leader in customer experience management. Experience Management. Best Est. ROI- Overall. Local Listing Management. Best Est. ROI- Mid Market. Best Est. ROI- SMB.

Customer Experience 72

Customer Experience ROI Customer Experience Management Demo 72

COPC

NOVEMBER 5, 2021

These are: Formalizing work-from-home (WFH) requirements and management. This significant shift to non-voice interactions presents an excellent opportunity to improve agent training and update chat-specific KPIs. Optimizing virtual evaluations, management and supplier business planning. has seen our client’s experience.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Thematic

FEBRUARY 11, 2024

It’s a different approach, but one that resonates well with researchers and insights managers. The Sessions To dig deeper into AI, CX, EX and ROI, Medallia Experience had a packed agenda of sessions led by Medallia product people, consultants / speakers and practitioners. But they need to be managed centrally.

NPS 62

NPS Hotels Events Demo 62