Experience Matters

DECEMBER 27, 2016

Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. Voice of the Customer (VoC) programs are a central part of most customer experience efforts. For additional info, check out our VoC resource page.

Infographics 286

Infographics Resources Report Customers 286

Experience Matters

DECEMBER 27, 2016

Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. Voice of the Customer (VoC) programs are a central part of most customer experience efforts.

Infographics 286

Infographics Report Customers Customer Experience 286

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Nothing wrong with that! Always good to revisit this topic because it is such a hot one for customer experience professionals. Always the same (great) story, regardless.

Customer Experience 142

Customer Experience ROI Airlines Insurance 142

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Metrics 120

Metrics Report Groups Study 120

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 120

Report Groups Survey Customer Experience 120

Alida

SEPTEMBER 30, 2016

Online communities have measurable, proven ROI. Sixty-one percent of research companies now use online communities , according to the Q1-Q2 2016 Greenbook Industry Trends (GRIT) report. A University of Michigan study found that customers spend 19 percent more after joining a company’s online community. TWEET THIS STAT ).

ROI 100

ROI e-support Sports Study 100

C3Centricity

AUGUST 17, 2020

With so much information available today, marketing is being challenged to demonstrate its ROI. A recent report from OnBrand Magazine on the KPIs used by marketing showed that Marketers are using a variety of metrics to measure the impact of their brand marketing activities. Contact us Now. Marketers are too busy building brands.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

Alida

JULY 11, 2018

As for ROI, Joel said there are different ways of measuring the contribution of the research team. Joel’s team also measures specific changes to business activities that research touches. Joel’s team also measures specific changes to business activities that research touches. One way is through research cost savings.

Industry 141

Industry Brands Banking ROI 141

C3Centricity

DECEMBER 3, 2018

With so much information available today, marketing is being challenged to demonstrate its ROI. A recent report on the KPIs used by marketing showed that Marketers are using a variety of metrics to measure the impact of their brand marketing activities. You will immediately make noticeable progress. But there is some hope.

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. Recommended reading: Live Chat ROI Calculator. How many channels offer as many benefits as live chat does for both the customer and business? We’ll get into this later).

Video 246

Video Social Media Software Knowledge Base 246

Alida

MARCH 23, 2017

Net Promoter Score (NPS) was first introduced in 2003 as a way to measure customer satisfaction based on consumers’ responses to one simple question: “How likely are you to recommend our service to a friend or colleague?” At the time, it offered decision makers an easy and effective way to measure loyalty.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. March 11 - The State of Customer Success 2016.

Resources 80

Resources Customer Success Customers Customer Retention 80

CloudCherry

JANUARY 22, 2020

Unproven ROI. With a clear way to measure your transition, you’ll be able to determine when your VoC program begins to produce a return on your investment. 2016) “Are you really listening to what your customers are saying?” Struggling with siloed data. Not Acting on Insights. Lack of priorities. Informal processes.

How To 243

How To Social Media Analysis Feedback 243

PeopleMetrics

OCTOBER 25, 2017

Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. Billion in 2016 USD 13.18 The ROI customer experience. What gets measured gets done. What gets measured gets done. Billion by 2021, at a CAGR of 21.1%.”

CEM 122

CEM Customer Experience Customer Centricity ROI 122

Comm100

DECEMBER 16, 2019

With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. Calculator: Live Chat ROI Calculator. At first, we were surprised at how popular this interactive live chat ROI calculator is, given how many organizations already use live chat.

eBook 130

eBook Chatbots Infographics ROI 130

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. ROI in Agent Happiness (and Better Allocation of Corporate Resources). Calculating the ROI of Chatbots. Why Chatbots? The result? Chatbots look good on paper.

Chatbots 180

Chatbots Self Service ROI Contact Center 180

TechSee

MAY 1, 2018

Utilities recognize that in the short-term, investment in AI can deliver the highest ROI in terms of improving speed and efficiency, enabling better data processing and analytics, and enhancing the customer experience (CX). According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Self Service 132

Self Service Analytics Call Center Report 132

Alida

OCTOBER 13, 2016

At the 2016 Customer Intelligence Summit , two innovative brands shared how they’re taking advantage of this trend. Find ways to boost your partners’ ROI. To convince other companies to pay for customer intelligence you’ve gathered, you need to demonstrate tangible ROI. Vision Critical (@visioncritical) September 20, 2016.

Company 100

Company Marketing Feedback Advertising 100

NICE inContact

MAY 12, 2017

History has shown that contact centers are usually at the leading edge of innovation for communications technology, thanks to their promise of measurable ROI and the continual need to stay competitive in how you interact with your customers. There’s every reason to believe that this reality will continue through 2020 and beyond.

Contact Center 120

Contact Center Connections Conference Case Study 120

Optimove

OCTOBER 28, 2024

Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with OptiBot , starting in 2016. Multichannel Execution & Measurement: 4.7/5.0 The vision of AI-led marketing is a hallmark of Optimove.

Marketing 52

Marketing CRM Report ROI 52

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? And how will you measure success on the changes you make? Improving Sarah’s desire to stay with your company has an ROI of itself. What will be done to act on that feedback?

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

ijgolding

JANUARY 15, 2016

Metrics, Measurement and ROI. In 2016, there are still TOO MANY organisations who are yet to fully COMMIT to Customer Experience – they have a lack of leadership; governance; emotion; and knowledge on how to become more customer centric. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

ECXO

JULY 8, 2024

This approach is challenging because decisions made using enterprise technology may require clarifying for customers and users how each interaction and process can impact their finances, existing customer relationships, partnerships, and ultimately, retention, ROI, loyalty, and growth.

e-support 156

e-support Case Study Financial Banking 156

CX Journey

JANUARY 2, 2019

How Do You Measure #CX Success? How do we measure it? How do we show ROI? Customer Experience and the Bottom Line Similar to measuring CX success, this post/topic is an ongoing conversation: How does customer experience impact the bottom line? How do we show ROI? I outlined how each contributes.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Comm100

JULY 30, 2019

Think back to when Google Home was first released in 2016; news outlets everywhere were whipped into a moral panic over the “ethical implications” of the smart speaker. If you don’t have a fully baked plan yet IA is perfect to dip your toes in the waters of AI, it’s also quicker, less risky, and easier to show ROI.

Knowledge Base 112

Knowledge Base ROI Chatbots Resources 112

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

Trends 48

Trends Customer Service Contact Center Analysis 48

Experience Matters

JANUARY 17, 2017

During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors. We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017.

Report 120

Report Groups Survey Data 120

Experience Matters

JANUARY 17, 2017

During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors. We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017.

Report 120

Report Groups Survey Data 120

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

ShepHyken

APRIL 11, 2017

Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools. However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention.

Net Promoter Score 83

Net Promoter Score NPS Customer Retention CRM 83

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). 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Look inside at CLV to determine ROI.

Leadership 70

Leadership ROI CEM How To 70

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. Metrics, Measurement, and ROI You can't manage what you don't measure. You can't track success without identifying metrics that define and measure it. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

BirdEye

APRIL 24, 2023

This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods. It’s measurable. Set clear objectives: Establish specific, measurable, attainable, relevant, and time-bound (SMART) goals. Why is digital marketing important?

Marketing 93

Marketing Social Media B2C Advertising 93

CX University

OCTOBER 30, 2017

Bridging the gap between CX measurement and real financial outcomes. “A Mohamed Latib, CEO and founder of CXU, describes the new endeavor, “When we launched our Online Courses in 2016, we were addressing a need in the CX discipline that hadn’t been met before, which was to provide on-the-go professional development. CX University.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40