Kayako

JUNE 1, 2017

Over the past three years more industries have recorded a dramatic decline in customer satisfaction than those who have improved, according to the Temkin Group’s 2017 Experience Ratings Report (a cross-industry open standard benchmark of customer experience). This can soon negate potential ROI from better collaboration.

Customer Service 233

Customer Service Return on Investment Fashion Customer Satisfaction 233

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 Effort Score 52

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. So how can customer experience teams demonstrate ROI in concrete terms and move beyond anecdote when it comes to justifying investments? Unhappy ones do the same.

ROI 63

ROI Financial Self Service Customer Experience 63

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? Even at organizations with overall lousy Net Promoter Scores (NPS) or down-in-the-dumps Customer Satisfaction rates, there are individual customers having individually great experiences.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. When: July 17 to 19, 2017. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

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. 1 2018 NPS® & CX Benchmarks Report , CustomerGauge. trillion).

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. 3, The Beginning of Channel Guidance, highlighting strategies designed to reduce the burden on the customer for an improved and frictionless CX to ultimately drive a higher CSAT and NPS score for your business. Wed, 06/14/2017 - 16:54. Here we dissect CX Trend No. LEAVE A COMMENT.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” Build proof-points to show ROI from CX. NPS is a great metric but it’s not the be-all and end-all of CX metrics. I came across this article on Yahoo Finance a few days ago. In situation No.

Infographics 100

Infographics Customer Experience Professionals NPS Leadership 100

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” Build proof-points to show ROI from CX. NPS is a great metric but it’s not the be-all and end-all of CX metrics. I came across this article on Yahoo Finance a few days ago. In situation No.

Infographics 100

Infographics Customer Experience Professionals NPS ROI 100

Customer Bliss

DECEMBER 20, 2016

There are different views on NPS; some love it, some hate it, some are indifferent. What I liked about Amy’s approach is that she introduced NPS as way more than just a number. I’d recommend listening to that section a couple of times; too often we use NPS as a “be-all” metric in customer experience.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Contact center managers need clear strategies to create efficient, productive and effective teams. And they appreciate that.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI.

Case Study 87

Case Study ROI B2B Study 87

delighted

SEPTEMBER 8, 2021

Every interaction you take in customer service – whether you’re responding to Net Promoter Score (NPS) surveys or you’re on a customer call – you are not just representing your department, you are representing your company. There’s a lot of talk about the ROI of customer experience. Very important.

Customer Experience 95

Customer Experience Net Promoter Score Healthcare Apparel 95

Thematic

NOVEMBER 13, 2018

VOC and Net Promoter Score (NPS) go hand-in-hand: by truly understanding your customers and addressing their biggest concerns, by managing your VOC program properly, you should expect your Net Promoter Score to be positively affected. Make sure you choose the right metric , such as NPS, but don’t focus on it too much.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

ClearAction

OCTOBER 1, 2018

For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry. Likely, the promise of CXM ROI has been alluring to executives who have asked for quick wins and near-term gains. Reap: quick-wins >> NPS & revenue (now).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

ShepHyken

JUNE 2, 2017

Below are a few great examples of organizations that have completely re-architected the way they think about and interact with customers – and produced a sustainable ROI as a result: The Royal Bank of Scotland integrated their customer data into an always-on customer brain (video).

Examples 75

Examples Self Service Wireless Call Center 75

ChurnZero

OCTOBER 30, 2020

Customer Success drives a double benefit in the ROI.”. Abel explains that when G2 captures customer reviews, they ask a Net Promoter Score® (NPS) question which allows them to see every company’s NPS in real time and how it’s trending. “I In 2017, [Eric] did his first really big round where Sequoia invested.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

TechSee

FEBRUARY 19, 2019

TechSee delivers proven ROI from dozens of implementations for leading service providers and consumer electronics firms including Vodafone, Orange, Liberty Global and Samsung, with consistent KPI improvements such as increasing NPS and FCR, reduced technician dispatches and fewer product returns. Hall 5 Stand 5E61. Hall 5 Stand 5E61.

Self Service 95

Self Service Innovation Telecommunications Social Media 95

ChurnZero

APRIL 27, 2021

million round of financing led by Grotech Ventures in 2017. In terms of metrics, we expect that all companies will track simple customer health metrics like Customer Satisfaction Scores (CSAT), NPS, and renewal/retention rates. Let’s hear what they each had to say. . Early-Stage Funding & Customer Success.

Customer Success 98

Customer Success Net Promoter Score Metrics NPS 98

Eptica

JUNE 13, 2018

Demonstrating the ROI of CX initiatives There is no doubt that improving the customer experience can have a direct or indirect financial impact on the business. However, it’s not easy to do, because many CX initiatives can take between 3-5 years to deliver ROI.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

SurveySensum

JULY 14, 2020

She was named one of the 2018 ‘7 Influential Women in Customer Success’ by Gainsight, one of the top 2018, 2017, and 2016 CS influencers & strategists by Mindtouch and received a Stevies Award for Customer Service in 2016. Also, he was the winner at the CEB Internal Communications Awards in 2017. and Crowdvocate.com.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Confirmit

JUNE 7, 2017

There are very few CX Practitioners out there who are lucky enough to have a CEO who states (as one did to me) “ROI? What was heartening was that, in identifying the 2017 ACE Awards winners , there is evidence that this is beginning to happen. CX needs to accept this, deal with it and get cracking.

Return on Investment 40

Return on Investment ROI Financial Customer Experience Professionals 40

Confirmit

JUNE 15, 2017

The first was that 55% of executives think that CX is important but show no urgency (a lot of nodding heads) and another was that 52% of businesses don’t know how to provide ROI for their program. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., The content? Where to begin? Bain & Company, Inc.,

B2B 40

B2B Net Promoter Score Insurance Effort Score 40

ChurnZero

JANUARY 26, 2021

There simply aren’t enough hours in the day to handcraft plans for each of them, and even if you could, the ROI on that activity would be low. In 2017, Jay founded Customer Imperative, a consultancy focused on B2B SaaS, which eventually developed the Gain Grow Retain customer success leadership community.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Customer Alignment

JANUARY 21, 2018

I have waited until the dust has settled from 2017 before giving my views on what might lie ahead this year. Leveraging financial and customer data that is now readily available, companies can better correlate and predict ROI and customer (lifetime) value. NPS has a role in CX particularly if it is asked along with the “why?”

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

ClientSuccess

APRIL 4, 2017

He also helped the team hit 100% net revenue retention during this time and kept NPS scores consistently above 50. Although excellent customer service may be more expensive in the short-term, the long-term ROI is much more valuable. Are we excelling in our NPS measurement scores? What is causing this lack of communication?

Customer Success 40

Customer Success Metrics Culture NPS 40

Natalie Petouhof

SEPTEMBER 12, 2018

Improve CSAT, NPS, customer lifetime value (CLV)…. MIT Sloan and BCG Study, 2017. List the strategic metrics you are measured on every day and then think about how AI can help you to: Reduce call volume (call deflection via satisfying self-service). Increase First Contact Resolution (FCR). Reduce Average Handle Time (AHT).

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

Social Media 45

Social Media Conference NPS Hotels 45

Currency Alliance

JUNE 11, 2019

in 2017[vii]. By 2017, the bank claimed to have saved 250m wasted customer hours a year by ‘shaving minutes and hours out of every process and interaction’. The bank was rewarded with a 12% improvement in loyalty (by the bank’s own definition), and its highest NPS score in 17 years[xii]. Revenues also increased by 10.4%

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Chattermill

AUGUST 29, 2018

That means conducting frequent NPS surveys, but also a little more. Your NPS score is just the raw data, the “what.” A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). When it comes to providing top-tier CX, the first step is obvious: collection.

Technology 40

Technology Customer Experience Consulting Survey 40

Chattermill

AUGUST 29, 2018

That means conducting frequent NPS surveys, but also a little more. Your NPS score is just the raw data, the “what.” A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). When it comes to providing top-tier CX, the first step is obvious: collection.

Technology 40

Technology Customer Experience Consulting Survey 40

Currency Alliance

FEBRUARY 10, 2020

As a result, the supermarket’s NPS has gone up and up. Following changes in 2017, Pick ‘n’ Pay Smart Shopper…. ‘…is It also rewards customers with points for participating in product reviews – providing valuable feedback data – and the opportunity for customers to earn on non-purchase touchpoints.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

PeopleMetrics

FEBRUARY 7, 2025

When I wrote Listen or Die in 2017, I made it clear that proving ROI is the fastest way to gain executive buy-in for VoC. Lets take a look at how AI is enhancing the ROI conversation for VoC. AI Proves Which CX Investments Deliver the Highest ROI Not all CX improvements are created equal. The best way to do this?

ROI 62

ROI Leadership NPS B2B 62

SmartKarrot

JUNE 1, 2020

In a 2017 market research, Gartner predicted that the traditional enterprise application software industry is estimated to generate an annual revenue of around $300 Billion. Whereas the emerging SaaS industry was generating around $46 billion in 2017 and is expected to grow to $76 billion by the year 2020.

Customer Success 11

Customer Success Net Promoter Score Metrics Effort Score 11

PeopleMetrics

FEBRUARY 6, 2025

When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. NPS), making it clearer where to focus improvement efforts. Tying CX to Financial Performance: AI can connect NPS, CSAT, and other CX metrics to customer retention and revenue growth, showing direct ROI.

Leadership 62

Leadership Competitive Advantage Effort Score NPS 62

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Let me help you understand where I am coming from.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Help Scout

JUNE 22, 2021

The ROI of great customer service. “We An NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than a Detractor. Key customer insights like customer satisfaction score and NPS help your customer service team improve and grow their impact. consumers contacted customer service in 2017. 64% of U.S.

Customer Service 130

Customer Service Social Media Self Service Knowledge Base 130