InMoment XI

JUNE 7, 2022

But with InMoment’s social listening solution’s ability to effectively filter out actionale, relevant data, these two companies were able to see incredible return on investment. But the problem with so much data is that it is difficult to find the signal through the noise and filter out the insights that will really make a difference.

Insights 369

Insights Social Media Return on Investment Travel 369

InMoment XI

DECEMBER 5, 2024

Fill out the calculator below to see the return on investment you could get from utilizing InMoment’s reputation management tools: Calculate your business’s ROI using InMoment’s reputation management tools. This information helps you outrank competitors and enhance your online presence without increasing ad spend.

Management 195

Management 2024 Financial Social Media 195

ShepHyken

NOVEMBER 12, 2024

But let’s assume the advisor is smart, the advice is sound, and the return on investment meets expectations. The most obvious reason might be that the financial advisor gave bad advice, and the client lost money. Even with all of that, why would a client leave? The answer wasn’t as obvious. I did further research to confirm.

Return on Investment 104

Return on Investment Financial Workshop Customer Service Training 104

InMoment XI

JULY 4, 2022

And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. Unsurprisingly, the answers were return on investment, finding budget space, and enabling stakeholder buy-in. 2022 is being branded as “ The Year of the Squeeze.

ROI 370

ROI Return on Investment Social Media Measurement 370

InMoment XI

NOVEMBER 10, 2016

While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit. The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work.

Return on Investment 259

Return on Investment ROI Measurement Article 259

InMoment XI

JANUARY 27, 2025

These are the moments where customer experience and sales intersect, and where the call center can start delivering serious returns on investment. When they express frustration with a service limitation, the agent can offer a premium tier. million voice transcripts, 574,000 web chat transcripts, and 100,000 survey responses.

Call Center 195

Call Center Contact Center Social Media Apparel 195

eglobalis

SEPTEMBER 28, 2024

Some dealerships seem to focus only on return on investment (ROI), missing the broader concept of value exchange with customers. Bear in mind that it is very difficult to penetrate the German automotive market. However, to grow further, it’s critical that dealers understand Toyota’s global strengths in customer experience.

Automotive 498

Automotive Loyalty Return on Investment Transportation 498

ShepHyken

DECEMBER 2, 2024

Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative. Edwin Margulies developed an 8-step process to help businesses tackle CX improvements: Teaming and Goal-Setting: Understand the corporate goals and ensure that your CX goals are aligned with them.

Customer Experience 83

Customer Experience Return on Investment Books Customers 83

eglobalis

JULY 2, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. Revenue Growth: Tracks growth directly attributed to customer experience initiatives. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 492

NPS Feedback Net Promoter Score B2C 492

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. What may seem simple to a customer often has hidden complexities that make it unworkable or too costly to implement. Would a workaround or alternative solution better suit the customer? Will it open new market opportunities?

Feedback 530

Feedback ROI Innovation B2B 530

InMoment XI

OCTOBER 4, 2023

However, your initiatives should all be measured with a financial lens to enable you to track your return on investment. (For those of you who know me, you know I can’t resist a running analogy.) And – spoiler alert – all these successful actions will make customers happier and raise your scores.

Blog 418

Blog Customer Experience Net Promoter Score Financial 418

eglobalis

APRIL 27, 2025

By following these steps and using real-world lessons, organizations can ensure not just technical success but cultural adoption and strategic return on investment. Align AI objectives with evolving CX strategy: for instance, shifting from support to proactive engagement or upselling in a product-led growth (PLG) model.

Roadmap 250

Roadmap 2024 2025 B2B 250

Zeisler Consulting

JUNE 18, 2025

One could say that I’ve been a bit schizophrenic about the idea of a Return On Investment for Customer Experience. I may be a bit more charitable to myself and say that I continue to evolve on “the ROI question.”

ROI 93

ROI Return on Investment Customer Centricity Fashion 93

InMoment XI

DECEMBER 13, 2022

When we manage client programs at InMoment, return on investment (ROI) is always top of mind. My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand.

ROI 370

ROI Call Center Return on Investment Measurement 370

BlueOcean

MARCH 3, 2025

Achieving Best Total Value Return on investment is crucial, but its measurement isnt always tangible. We need to know that well do an amazing job together. That takes careful organizational and cultural alignment , and if its missing, we have to know at what point to withdraw.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

GetFeedback

APRIL 16, 2019

Actions speak louder than words, especially when it comes to key metrics like conversion rates and returns on investment. And remember that the feedback you receive is only any good if you act upon it. Editor’s Note: This article reflects the opinion of our guest author. About the guest author.

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

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.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

InMoment XI

JULY 7, 2022

If customers are continuing to purchase from your company, you are going to see a return on investment for what you put into improving your brand equity. When customers trust your brand, they are more likely to make future purchases from your companies. Brand equity isn’t something that will leave your company without visible results.

Brands 369

Brands ROI Social Media Return on Investment 369

Optimove

DECEMBER 31, 2024

Being on top of these customer engagement trends in the new year will position marketers as leaders in customer engagement, enabling them to enhance loyalty, boost customer lifetime value (CLTV), and maximize return on investment (ROI). For more insights on customer engagement, contact us to request a demo.

2025 69

2025 Customer Engagement Engagement E Commerce 69

CX Accelerator

JANUARY 11, 2021

EX, CX, and return on investment all in one simple act! "I loved his policy of paying people $1,000 to leave after a few weeks at the job. It showed respect for the unhappy/unfit employee, for the other employees (colleagues), for the customer, and for the company. An innovative mindset.

Books 266

Books Magazine Return on Investment Culture 266

Win the Customer

JANUARY 2, 2025

Product managers must define and track new metrics, such as AI model accuracy, customer satisfaction with AI interactions, and the return on investment (ROI) of AI-powered CX solutions. Measuring & Optimizing AI-Powered CX: Defining New Metrics: Traditional CX metrics may not fully capture the impact of AI-powered initiatives.

Management 59

Management Return on Investment Roadmap Metrics 59

CSM Magazine

NOVEMBER 7, 2024

Return on Investment from Customer Support Services – The positive effects of maintaining 24/7 customer support range from increased customer loyalty to improvement in revenue streams. In general, it is possible that the losses from losing non-satisfied customers can outweigh the costs related to maintaining efficient support service.

Brands 52

Brands Return on Investment Financial Customer Retention 52

Retently

NOVEMBER 13, 2024

By addressing the most critical challenges in ecommerce, VFRs deliver a powerful return on investment. These barriers mean that retailers need to carefully consider the return on investment and ensure they have a strategy for making the technology accessible and user-friendly.

Retail 156

Retail Social Media Technology Brands 156

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Using before and after data, A/B tests, and pilot programs can clearly show return on investment. It’s time to make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Win the Customer

DECEMBER 21, 2024

Conducting thorough cost-benefit analyses: Evaluate the potential return on investment (ROI) of each AI initiative. This involves: Defining clear objectives: Set specific, measurable, achievable, relevant, and time-bound (SMART) objectives for your AI-powered CX initiatives.

Social Media 59

Social Media Roadmap Return on Investment ROI 59

eglobalis

JUNE 27, 2024

Return on Investment (ROI): Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved. Customer Retention Rate: Tracks the percentage of existing customers who continue to do business with you over a specified period.

Customer Experience 491

Customer Experience Customer Centricity Net Promoter Score Government 491

InMoment XI

DECEMBER 1, 2022

approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. Because experiences don’t need to be managed or measured , they need to be improved. The truth is that monitoring services and D.I.Y.

Automotive 370

Automotive Return on Investment ROI Reference 370

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

Joe Rawlinson

JANUARY 24, 2025

With these insights, marketing efforts become more precise, cost-effective, and impactful, ensuring a better return on investment. Email open rates and click-through data can guide entrepreneurs on how to improve their campaigns.

E Commerce 78

E Commerce Financial Return on Investment E-support 78

InMoment XI

MAY 3, 2024

Measuring ROI At the heart of Footlocker’s CX programme lies a focus on measuring return on investment (ROI), which includes various analysis of performance and impact. The correlation between NPS scores and operational metrics, demonstrates how improvements in customer satisfaction directly contributes to sales performance.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. There’s an understanding that while we make predictions about Return on Investment (ROI), we can’t always guarantee those returns.

2020 250

2020 Net Promoter Score ROI Metrics 250

InMoment XI

FEBRUARY 23, 2024

Choose the ones most likely to engage with your product and that will lead to a positive return on investment (ROI). Monitor and evaluate the effectiveness of segmentation initiatives through key performance indicators (KPIs) such as sales growth, market share, customer satisfaction, and return on investment (ROI).

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

InMoment XI

AUGUST 13, 2024

While cost is an important consideration, focus on the potential return on investment the software can provide. A higher initial investment may be justified if the software delivers significant improvements in customer satisfaction, sales performance, or operational efficiency.

Social Media 195

Social Media 2024 Return on Investment Contact Center 195

BlueOcean

MAY 7, 2025

Whether you’re considering AI, conversation intelligence, or new CRM systems, the implementation process makes or breaks your return on investment. By following a strategic playbook focused on outcomes rather than technology, you dramatically increase your chances of success.

Technology 156

Technology Customer Experience Average Handle Time Contact Center 156

CX Journey

MAY 21, 2025

Stop Measuring Efficiency Alone – Start Measuring Empowerment The traditional metrics tied to technology investments focus on efficiency: cost savings, reduced time-to-resolution, improved throughput. Empowerment is the real return on investment. These matter – but they are not the whole story.

Technology 100

Technology Culture Innovation Leadership 100