BlueOcean

JANUARY 9, 2018

Here’s why: out of all available contact center tools, AI and chatbots are expected to gain the 3 rd highest ROI, after website capabilities and mobile applications. The same Deloitte study reveals that the biggest hindrance to implementing artificial intelligence in the contact center will be integration with existing systems.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

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. What is the ROI of Customer Experience Analytics? Most organizations struggle proving ROI with their CX programs.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

FEBRUARY 12, 2024

Whether it’s tracking customer acquisition costs, monitoring sales conversion rates, or analyzing customer lifetime value, access to relevant and actionable data empowers stakeholders to collaborate effectively and optimize strategies to maximize overall company ROI. How Does Integrated Customer Experience Work?

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Michel Falcon Experience

SEPTEMBER 17, 2014

Zappos is a case study on how to do this. The ROI of some customer experience initiatives can take 6, 12 or 24 months to come to surface. Investing to improve your contact centres training program isn’t so attractive but will pay a higher ROI. They think long term. Good Enough is No Longer Good Enough.

Customer Focused 167

Customer Focused Customer Centricity ROI eBook 167

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Getting advocates to participate in case studies and referral programs would be a big win for marketers, and thus a win for CX leaders, too. Speak to the unique value of each stakeholder

How To 150

How To ROI Policies Analysis 150

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.

NPS 52

NPS ROI Social Media Effort Score 52

Retently

AUGUST 22, 2018

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. The 2014 US Consumer Airlines study.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

Kayako

DECEMBER 3, 2015

But how do you present this to those who are focused on ROI and efficiencies? Maybe you could send over some case studies – like these ! Ben’s Chief Customer Officer has championed the use of Net Promoter Score (NPS) within the business, and has even spoke at an event about it. Google is your friend.

Customer Service 120

Customer Service How To Case Study NPS 120

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. A review program. This is a problem for vendors.

Case Study 85

Case Study ROI B2B Study 85

Zeisler Consulting

JUNE 30, 2021

Whether you’re using NPS, C-SAT, CES…whatever it is, you’re only hurting your own CX efforts. If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years.

Effort Score 93

Effort Score NPS ROI Case Study 93

TechSee

DECEMBER 9, 2020

For example, an attended RPA case study may be related to the onboarding process, automating the series of documents that a new customer must fill out and sign, or information entry, where a human agent can trigger an RPA task to update customer information across multiple systems.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

ChurnZero

DECEMBER 14, 2022

“This has led to an increase in cross-sells as well as client advocacy which for ClearGov includes references, participation in webinars and events, and case studies.”. Increasing product adoption and customer ROI with thoughtful approaches. Adoption Hero: Cision.

Meeting 98

Meeting Customer Success NPS Customer Satisfaction 98

inQuba

FEBRUARY 10, 2025

To display real ROI youll want a solution that helps you make and launch small adjustments swiftly. CASE STUDY This leading South African retail bank uses inQuba to identify stall points in customers card application journeys and boost conversions through dynamic interventions. How can you further boost value delivery?

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

Wootric CX Blog

SEPTEMBER 13, 2018

You’ve got a C-suite sponsor and they’ve been fostering a customer-centric culture across the whole company with NPS as the guiding star. Using text and sentiment analytics, you can turn unstructured qualitative feedback, like NPS comments, into organized insight in a matter of minutes. .

Analytics 81

Analytics Tips ROI NPS 81

ChurnZero

OCTOBER 22, 2021

You should also consider a customer’s demonstrated ROI (does the customer have proven results?), satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?), Always advocate for how to incent the team for bringing customer references, case studies, and advocates to the table.”.

Customer Success 96

Customer Success How To Case Study Customers 96

delighted

SEPTEMBER 8, 2021

Read the full FIGS case study here. 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. I was lucky enough to take a non-traditional path.

Customer Experience 95

Customer Experience Net Promoter Score Healthcare Apparel 95

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Building your own CX ROI model.

ROI 40

ROI Measurement Customer Experience Effort Score 40

Lithium

OCTOBER 19, 2022

In qualitative terms, your new fancy community will improve your NPS scores; your general customer sentiment will improve, and if you do everything right, you might receive some free marketing across the social media ecosystem. SANE Australia case study | Khoros. By the Numbers.

ROI 52

ROI Gamification Self Service Case Study 52

SurveySensum

FEBRUARY 4, 2025

It helps you gather and analyze customer feedback and take feedback-driven actions that drive real ROI. The objective is basically to extract actionable insights, take action in time, and boost the overall customer experience while driving the CX-driven ROI. The tool provides comprehensive audit logs for tracking data access.

Survey 52

Survey Multi-Channel ROI User Experience 52

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. 6. Net Promoter Score (NPS).

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ViiBE Blog

JANUARY 25, 2021

Recent use cases have reported first contact resolution (FCR) rate increases of up to 25%, increases in net promoter score (NPS) rates over 30%, and a reduction in technician dispatch by 20%. Such a frictionless consumer experience boosts satisfaction KPIs like NPS. Case study: Decathlon. Case study: Daikin.

CRM 52

CRM Video Case Study Net Promoter Score 52

Gainsight

OCTOBER 2, 2023

CS Operations is growing because it drives efficiency and squeezes more ROI from the CS organisation. Net Promoter Score (NPS) Is the #1 Non-revenue Metric NPS is the number one non-revenue measure of CS organizations in Europe (64%). But while NPS is popular, the use cases vary quite a bit.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

CS Operations is growing because it drives efficiency and squeezes more ROI from the CS organisation. Net Promoter Score (NPS) Is the #1 Non-revenue Metric NPS is the number one non-revenue measure of CS organizations in Europe (64%). But while NPS is popular, the use cases vary quite a bit.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Thematic

JANUARY 27, 2019

We’ll cover: Simple techniques for making sense of feedback in house. How to calculate the impact of positive and negative aspects of your service. How to measure the ROI of initiatives based on customer feedback. Case study. Case study. Spotting emerging themes. This is really powerful!

Data 59

Data Customer Service How To Contact Center 59

Confirmit

DECEMBER 17, 2018

While, as CX practitioners, we often love to see NPS® scores increase, we need to get our heads out of the analysis and focus on delivering on the promise – real business impact. The future of Voice of the Customer is about change and ROI. How to measure the ROI of your VoC program. How to turn words into action.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. Demonstrated ROI – does the customer have proven results?

Strategy 64

Strategy Marketing Case Study Effort Score 64

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

ClearAction

AUGUST 6, 2019

In addition to studying these customer insight sources singularly, patterns are researched in how the customer insight sources correlate to one another. For example, do churn customers have a low NPS or high customer effort score? NPS (Net Promoter Score): how likely customers are to recommend the company.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Stella Connect

MAY 11, 2017

There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). Case Study: Using VoC Data to Save the Customer Relationship. The average star rating in this group is now 4.65, and the average NPS score has jumped to 22.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Success Stories: Showcase the tangible results insights can drive.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Success Stories: Showcase the tangible results insights can drive.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Success Stories: Showcase the tangible results insights can drive.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Waypoint Group

DECEMBER 3, 2015

It’s familiar and easy find a free website that will tally up the responses and pop out an NPS. B2B customer experience isn’t “owned” by 1 department: The best companies at this are then able to actively send the insights to other departments, increasing the ROI of any feedback work. Longer buying cycles affect both sides.

B2B 40

B2B B2C ROI Analysis 40

LiveChat

OCTOBER 13, 2017

Even during an interview you can present a simple case study of an irate customer and ask a potential employee how they would react. Measure the ROI from delivering great customer experience. A lot of companies use NPS as a standard customer experience measurement. Set things straight from the very beginning.

Customer Experience Management 57

Customer Experience Management Customer Experience Management Social Media 57

Waypoint Group

DECEMBER 3, 2015

It’s familiar and easy find a free website that will tally up the responses and pop out an NPS. To truly move the needle when measuring CX/CSAT/NPS in a B2B company, consider these fundamental differences for B2B: The people within 1 account group will have different roles, which will dictate how they interact with your product.

B2B 40

B2B Customer Experience B2C ROI 40

Thematic

AUGUST 29, 2024

Thematic can quantify your qualitative customer data with metrics like impact on NPS score. In the example above you can see that solving log-in issues could improve NPS by 16.6%. This might include customer satisfaction, retention rates, NPS metrics, and revenue growth. How Important is a VoC Program? Another 37.9%

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62