Alida

NOVEMBER 25, 2016

This raises the question: What is the ROI of customer intelligence and how do you measure it? Others use feedback to help advertising partners prove campaign ROI, which strengthens partnerships and increases ad sales. D E WALT saved over $1 million in research costs in 2016 alone, and close to $6 million since launch.

ROI 100

ROI Measurement Brands Net Promoter Score 100

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

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 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

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

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

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

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. To get more ROI out of your online communities, you must understand the benefits of each type of online community and how they complement one another.

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 2016 Spencer Stuart survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader. Contact us today for more information on adopting a customer-first strategy. Contact us Now.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016. I'm not surprised by these findings.

Omni-Channel 80

Omni-Channel ROI Culture Employee Engagement 80

CloudCherry

MARCH 15, 2018

In 2016, Canada’s two telecom giants, Bell Canada and Telus, spent more money to stop subscribers from leaving them compared to the previous year. Bell Canada and Telus reported increased wireless retention spending for both the full year and fourth quarter of 2016, according to their annual report.

Wireless 210

Wireless Customer Retention Call Center Advertising 210

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

Report 227

Report Groups Survey Customer Experience 227

Influitive

JANUARY 27, 2017

To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on. (If January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. If you’re curious about previous years,

B2B 91

B2B Marketing Examples Groups 91

OpinionLab

JUNE 24, 2016

Using specific customer stories brings awareness to issues and the accompanying data helps to size those issues and quantify the ROI. The post The three key learnings from CXFS 2016 appeared first on OpinionLab. 3) Listen, listen, listen.

Competitive Advantage 79

Competitive Advantage Conference Financial eBook 79

Experience Matters

DECEMBER 31, 2015

Before we move on to 2016, here are the 15 most-read posts from 2015: Seven Steps for Developing Customer Journey Maps. Report: ROI of Customer Experience, 2014 (see updated 2015 version ). The bottom line : Good luck with your 2016 CX efforts! Report: 2015 Temkin Experience Ratings. What is Customer Experience?

Net Promoter Score 120

Net Promoter Score Customer Journeys Infographics Effort Score 120

C3Centricity

DECEMBER 3, 2018

With so much information available today, marketing is being challenged to demonstrate its ROI. A 2016 Spencer Stuart Survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader. You will immediately make noticeable progress. MARKETING IS TOO BUSY BUILDING BRANDS.

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

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

Alida

JULY 11, 2018

As for ROI, Joel said there are different ways of measuring the contribution of the research team. The big, audacious goal when it comes to ROI is measuring the value of insight: to tie wider, organization-wide decisions influenced by insight to specific business outcomes. is important—and something that insight can help answer.

Industry 141

Industry Brands Banking ROI 141

Storyminers

JULY 10, 2017

If companies tried to determine the ROI for each associate, they could not only ascertain their true worth, but could better compensate and retain excellent associates, and therefore have much higher revenues and profits. This ROI would also document that the investment in customer experience is worth it.

Customer Experience 145

Customer Experience Retail ROI Loyalty 145

NICE inContact

AUGUST 25, 2016

Contact centers must swiftly on-board new capabilities and channels – a daunting task that makes rapid ROI prohibitive with the traditional contact center technology approach. Stop by SpiceCSM’s booth at the 2016 inContact User Conference on October 11-13 in Orlando, Florida. Register today !

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

CloudCherry

JANUARY 22, 2020

Unproven ROI. 2016) “Are you really listening to what your customers are saying?” Struggling with siloed data. Not Acting on Insights. Lack of priorities. Informal processes. Failure to translate insights into action. Not Monitoring Changes in Customer Perception. Progress isn’t socialized. Success isn’t celebrated.

How To 243

How To Social Media Analysis Feedback 243

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. 4 Steps to Customer Experience ROI. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints. Customer Experience ROI Opportunities in B2B Touchpoints.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Demonstrating ROI, finding budget, and gaining board level buy-in are the top 3 challenges bringing these investments to fruition.

Customer Experience 56

Customer Experience ROI Trends CRM 56

Alida

MARCH 23, 2017

In 2016, the company recruited 30,000 willing respondents from the back of NPS surveys in order to ask more targeted follow-up questions and get real solutions. All of which can be attributed to our customer intelligence platform and its 500 percent ROI.”. In other words, don’t stop at the NPS survey.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 54

ROI Study Financial Loyalty 54

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

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

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. Claim the full promise of customer experience ROI by balancing customer acquisition and retention. Acquisition Addiction’s Impact on Customer Experience ROI.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

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? Chatbots look good on paper.

Chatbots 180

Chatbots Self Service ROI Contact Center 180

Kerry Bodine

JULY 31, 2017

If you had followed this investment strategy since April 2000, an initial $100 investment would have been worth $761 at the end of 2016. The results of this Long/Short Portfolio are show in the image above, and they’re even more staggering than in years past. That same investment would be worth just $158 on the S&P.

Customer Experience 180

Customer Experience Customer Satisfaction Analysis Financial 180

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year? Will 2016 be the year that you fully commit to improving your customer experience? There are three key questions that you must answer before building your 2016 customer experience strategy. vendors) that you’re customer-focused.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

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

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 48

ROI Effort Score Study Financial 48

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