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. conference and in his article, Welcome to Churn Nation, The 9th Biggest Country in the World You’ve Never Heard of — But Are Living In. Did you know that 1.8 trillion).

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Horizon CX

JUNE 10, 2022

For example, I worked with an organization that developed a voice-of-the-customer (VoC) program with the primary objective of achieving a high Net Promoter Score (NPS). Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

delighted

MARCH 15, 2019

When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey. Do you meet with customers at a yearly conference?

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Wootric CX Blog

MAY 4, 2020

The ROI from increased referrals, cross-sells and upsells. Consider creating a similar forum for your customers—a live video conference where they can come together, connect, and share their wisdom and support. And the long-term ROI of empathy is worth some short-term sacrifices. The ‘free marketing’ of brand advocacy.

Customer Success 82

Customer Success Net Promoter Score Effort Score ROI 82

SurveySensum

SEPTEMBER 8, 2023

Leverage NPS to Boost Your Revenue & ROI With SurveySensum – Request a Demo NPS 3.0: He stumbled upon this idea during a First Bank executive conference, where he saw that most of the bank’s growth came from returning customers who also brought in friends and family.

NPS 52

NPS ROI Social Media Effort Score 52

ClientSuccess

JANUARY 4, 2019

Hot Topic—Customer Health Scoring. Customer success health scoring is a hot topic. You will hear it at customer success conferences, meetups, networking events, and peer mentoring sessions. Everyone is trying to put together a best-in class-customer health scoring strategy that helps to clearly identify success and risk.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. NPS, CSAT, FCR, Health / Effort Score, etc.) Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. XM annuities generate massive ROI.

Metrics 62

Metrics Management Effort Score ROI 62

ChurnZero

OCTOBER 30, 2020

At BIG RYG, ChurnZero’s annual Customer Success conference, we hosted a panel discussion featuring CEOs of SaaS companies that are (re)defining the future of customer success, engagement, and experience. Customer Success drives a double benefit in the ROI.”. The expert panel included Pendo.io

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

ClientSuccess

MARCH 20, 2019

These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. Net Promoter Score (NPS). Impact/Outcomes Achieved (Personal & Organizational ROI). Product Adoption – Stickiness Features.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Experience Matters

APRIL 7, 2015

Our consultants have helped customers to achieve successes such as: Recommendation rate driven to 94 percent, 30+ percent increase in NPS®, 90 percent renewal rate, and 96 percent low or very low Customer Effort Score. and Harvard Business Publishing, were honored at the conferences 2014. Engaging Employees on the Frontline.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Alida

SEPTEMBER 22, 2016

The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. How an energy utility boosted its Net Promoter Score by plugging into customer intelligence [customer story and video] . Get more ROI out of your content. Embrace the authenticity challenge.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. Loyalty programs usually take the form of memberships that confer rewards, such as airline frequent flyer programs.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Retently

AUGUST 26, 2019

As for what types of surveys you can use, here are your options: NPS (Net Promoter Score). Also, trade shows and conferences are good environments to interact with customers and ask for feedback. Customer meetings don’t always have to take place face to face.

Feedback 71

Feedback Social Media Effort Score Net Promoter Score 71

ChurnZero

AUGUST 30, 2019

Our very own CEO, You Mon Tsang, had a part of the action and was one of the conference mentors and organized a Super Braindate on – Customer Success for the C-Suite: Why Churn Matters. Pay Attention to Net Promoter Score (NPS). Customer reference program increased deal sizes by 2.5X at Talkdesk. SaaStrScale.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Optimove

JANUARY 16, 2024

Our employee Net Promoter Score (eNPS) rose 36%, reaching world-class levels. At the same time, our Net Promoter Score increased as we continue to exceed client expectations. It measured the value, benefits, and cost of using Optimove. It is encapsuled by our clients’ testimonials here.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. And an executive may be out of tune of the daily operations of the product, but may have had a positive experience at C-level conference hosted by your company.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

ClientSuccess

APRIL 20, 2017

His career has been mostly about growing and driving adoption and measuring ROI of his customers. What is the ROI on this department?”. Paul’s Final Word of Advice: When asked for a final piece of advice for Customer Success leaders, he concluded, “Creating a direct line on your customers’ ROI is the first thing.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

Thematic

FEBRUARY 19, 2019

If you can demonstrate and calculate a positive correlation between CX metrics like Net Promoter Score (NPS) to your bottom line (profit) or top line (sales) you can often get their attention and support. A big part of getting buy from leadership is in proving how CX can improve the bottom line. Don’t give up!

Customer Journeys 54

Customer Journeys Strategy Customer Experience Net Promoter Score 54

SurveySensum

JULY 14, 2020

She has been featured as a speaker at conferences and Customer Success publications and has been consistently voted top Customer Success Influencer for the past 7 years. Debbie Akwara – CX-Preneur, CX Author, CX Conference Speaker. She also frequently shares her ideas in conferences, blog posts, and podcasts.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySparrow

JANUARY 15, 2021

If you want to get better ROI, work engagement, and high employee retention, it’s crucial to provide constructive feedback. Net Promoter Score. Net promoter score is a great metric for employee performance review. Don’t Google this fact. Take our word for it; it’s true.

How To 52

How To Net Promoter Score Effort Score Feedback 52

BirdEye

APRIL 7, 2023

Return on Marketing Investment ROI is a pretty standard marketing KPI that every business tracks. ROI = (Sales growth – marketing spend) ÷ Marketing spend Tracking the return on marketing investment may not give you an accurate picture if you have many active marketing campaigns. What are some good KPI examples?

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

Russel Lolacher

OCTOBER 10, 2022

And once what was once only Net Promoter Score (NPS) has now evolved to much more and digs into the why someone will or won’t recommend. And that’s that’s definitely there’s an ROI on that one. So that’s positive.I That’s a trend I’m a big favor of. Russel Lolacher.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Qualtrics

MARCH 1, 2021

NPS (Net Promoter Score). A big-ticket event such as a conference, summit, festival or pop-up deserves its own feedback loop. This will help you to assess the value and ROI of the event, and to plan for future events based on what you learn. Download your free CSAT survey template. Event feedback survey.

Survey 29

Survey Net Promoter Score NPS Employee Engagement 29

Michel Falcon Experience

MARCH 12, 2019

I was recently invited to Las Vegas to give a keynote at the Airport Exchange News Conference at Caesars Palace. I was at 1-800-GOT-JUNK for five years, I was promoted five times in five years because I gave myself to my career. Above is a a video with the full presentation, or you can read the transcript below! >>

Culture 12

Culture Employee Engagement Company Engagement 12

SmartKarrot

DECEMBER 18, 2020

1 More control over metrics to measure ROI. There are many metrics like customer satisfaction, net promoter score, etc., But now company owners are keener on what ROI they are able to generate through the customer service department. So, let’s look at those trends here. #1 7 Customer support over video call.

Trends 10

Trends Self Service Customer Service Net Promoter Score 10

SmartKarrot

DECEMBER 18, 2020

1 More control over metrics to measure ROI. There are many metrics like customer satisfaction, net promoter score, etc., But now company owners are keener on what ROI they are able to generate through the customer service department. So, let’s look at those trends here. #1 7 Customer support over video call.

Trends 10

Trends Self Service Customer Service Net Promoter Score 10

SmartKarrot

JUNE 12, 2020

At the 2015 conference, Jason Lemkin famously said that “Customer Success is where 90% of the revenue is.” For examples, one way to measure customer success is to measure the ROI that customers achieve thanks to the utilization of the company’s product. ” This bold statement really does hold validity to it.

Sales 10

Sales Customer Success Net Promoter Score Metrics 10

Solvvy

SEPTEMBER 25, 2019

So you just got back from a conference and stopped by the trade show booths during that dead time between sessions. So before signing off on new technology, follow our guidelines for understanding its true ROI. Know Your ROI appeared first on Solvvy. If you want to know whether your customers are more satisfied, just ask them.

ROI 48

ROI Self Service Technology Net Promoter Score 48

ChurnZero

OCTOBER 30, 2023

Collectively, the figurines sold for $8,000, which by our back-of-the-napkin-math yields an ROI of 3,100%. Indeed, that was the key message behind a presentation by Keishla Ceaser-Jones and Stephanie Workman-Bolden at BIG RYG , the Customer Success Leadership Conference. Are they attending user conferences and webinars?

Customer Success 52

Customer Success Net Promoter Score Case Study Conference 52