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. For instance, referred customers at a German bank were found to be 25% more profitable than those acquired through other channels.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Part of this is due to rising consumer expectations, but it is also due to a failure of VoC programs to deliver a real return on investment by driving significant changes in the business. How do UK banks rate on customer experience?

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. The Three Areas of ROI. What is the return on the investment of customer experience? Let’s break down the ways customer experience not only is worth the investment, but absolutely necessary!

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ECXO

JULY 29, 2024

Barclays uses advanced analytics to track and understand customer interactions across digital and physical channels, enabling them to refine each touchpoint for a seamless banking experience. Return on Investment (ROI) : Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved.

Strategy 368

Strategy Customer Experience Net Promoter Score Effort Score 368

eglobalis

JUNE 27, 2024

HSBC uses advanced analytics to track and understand customer interactions across digital and physical channels, enabling them to refine each touchpoint for a seamless banking experience. Return on Investment (ROI): Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved.

Strategy 396

Strategy Customer Experience Net Promoter Score Customer Centricity 396

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. A low CES indicates a smoother customer experience, while a high score signals potential areas of friction.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324