InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. To reach the goal of a truly effective, ROI-focused CX program, we cycle our customers through our five step framework. A Common CX ROI Misperception. 3 Keys to Prove the ROI of Customer Experience. Those steps are: Design. Key #1: Design.

ROI 418

ROI Customer Experience Effort Score Financial 418

eglobalis

MARCH 13, 2025

Cultural and ROI Challenges: Shifting a traditionally product- or sales-centric B2B culture to a customer-centric one takes strong change management. Employees may resist new CX processes, and leadership might hesitate without a clear ROI. If you enjoyed this read, connect with me on LinkedIn !

Leadership 234

Leadership B2B B2C Effort Score 234

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. In the current business environment, this is a crucial skill.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

DECEMBER 18, 2024

Businesses looking to increase their contact center ROI should invest in automation. Here are the key stages of a typical automation workflow: Data Collection and Integration The first step is to collect and connect customer data from various channels. As a result, automated responses have greater ROI than manual ones.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Calculate your business’ ROI using InMoment’s VoC tools. Familiarity and nostalgia create a sense of connection that can strengthen customer relationships.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 25, 2024

How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. Curious about the ROI you could achieve with InMoment’s reputation management software? Try the ROI calculator below and see the impact for yourself!

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Encourage Long-Term Engagement Engagement is crucial to keeping customers connected to your brand. What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

JANUARY 20, 2025

In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. Companies that excel in CX often establish a strong emotional and professional connection with their clients. If you enjoyed the article, feel free to share it and connect with me here or follow me on LinkedIn.

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Quantifying these impacts helps build the business case for investment in CX initiatives.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

AUGUST 19, 2024

What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. These benefits, when translated into financial metrics, help justify investments in these customer experience initiatives. Why is CX ROI Difficult to Prove?

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Remove Survey Score Addiction by Adding Customer Asset Metrics.

ROI 245

ROI Customer Experience How To Leadership 245

InMoment XI

DECEMBER 3, 2024

Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. Start with a few CX metrics like NPS and CSAT to build an initial use case. These activities help realize significant customer experience ROI , motivating organizations to continue evolving.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. The bottom line here is that if you ONLY focus on customer metrics, you’ll miss an opportunity to make a real business impact. Strategy First. Define Success Always!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ECXO

MARCH 24, 2024

The European Customer Experience Organization (ECXO) is launching a series of short practical sessions, each up to 20 minutes, to clarify how to achieve CX ROI and growth effectively. CX metrics follow a sequence. Understanding this sequence makes it easy to demonstrate the CX-money connection—and most importantly, drive higher CX ROI.

Metrics 194

Metrics ROI Financial Connections 194

Experience Investigators by 360Connext

FEBRUARY 6, 2024

higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniable business benefits? CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. And that’s a problem. Customers are nuanced.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

InMoment XI

JANUARY 22, 2025

Rich ROI-focused data insights, keyword tracking, and powerful connections to other InMoment tools round out this powerful platform that drives results. Robust ROI-centric analytics: Learn from your Google listings and Google Maps performance with metrics that stay focused on what matters most: ROI.

Software 195

Software Management Social Media Multi-Channel 195

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. Tip #1: Break Down Metrics. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. Tip #2: Tell Stories.

Tips 370

Tips ROI Metrics Touchpoint 370

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. But it’s not easy—a CX metric score alone can’t create transformation. CX metrics aren’t one-size-fits-all. CX metrics aren’t one-size-fits-all. How are the metrics of field services, retail, call-center, first-contact resolution, etc.

Metrics 195

Metrics NPS Infographics Effort Score 195

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Connect with her: experienceinvestigators.com | @jeanniecw.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

GetFeedback

DECEMBER 2, 2019

Use other business knowledge to find the ROI of your CSAT initiatives. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

inQuba

MARCH 12, 2025

In today’s competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging.

ROI 52

ROI Customer Retention Connections Measurement 52

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. If the ROI doesn’t justify the time, cost, and resources required to develop the feature, it might be better to focus on other initiatives. Would a workaround or alternative solution better suit the customer?

Feedback 511

Feedback ROI Innovation B2B 511

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. G2 ranks InMoment the highest of the available platforms, with a rating of 4.7 out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Calabrio

MARCH 18, 2025

Without AI-driven analytics , chatbot teams struggle to track key bot metrics , identify performance gaps, prioritize updates, and ensure that automation is improving over time. Poor Bot Performance & Maintenance Issues Chatbots require ongoing training, tuning, and updates to remain effective.

Chatbots 147

Chatbots Self Service Contact Center Analytics 147

DCX

DECEMBER 31, 2024

Show Me the Money: Proving ROI from Your CX Initiatives You know the drill. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” Let’s talk about why proving ROI feels so painful—and, more importantly, how you can make it easier.

ROI 52

ROI Self Service Leadership Metrics 52

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . CSAT and NPS are both important metrics, but they don’t reveal the attitude, emotion and intent of customers.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

C3Centricity

APRIL 9, 2024

However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services. B2B decisions are driven by logic and ROI. and then composing messages that resonate with them.

B2C 296

B2C B2B Strategy Marketing 296

InMoment XI

NOVEMBER 7, 2024

Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. You want to ensure that interactions, whether from emails, SMS messages, chatbots, live support, or any other channel, are connected and tested before the user encounters them.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

JULY 29, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Standardized performance metrics, tailored to account for regional differences, ensure accountability.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Comm100

DECEMBER 10, 2024

While this might sound like marketing-speak to many, these are critically important metrics that any iGaming operator should pay close attention to. They connected Comm100 Live Chat to their CRM, enabling their agents to get detailed information about each player, including their spending patterns, before engaging them.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

InMoment XI

MARCH 14, 2022

approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. This allows businesses to prioritize their focus on high-emotion, high-impact areas and connect with their most valued customers. The truth is that monitoring services and D.I.Y.

Return on Investment 370

Return on Investment ROI Technology Meeting 370

InMoment XI

OCTOBER 4, 2023

And, even more importantly, how can you do it so that you get financial proof points, such as proving the ROI of customer experience , from the efforts? Don’t get me wrong, metrics matter, but solely focusing on score management can lead to program stagnation. Human insight, analysis, and creativity remain indispensable.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. It visualizes the connections between the front-stage (customer-facing) and back-stage (internal processes).

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Platforms like Instagram, TikTok, and Facebook have blurred the lines between scrolling and shopping, creating huge opportunities for brands to connect directly with consumers. trillion by 2027 ?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Experience Investigators by 360Connext

FEBRUARY 18, 2025

CX and Profitability: The Connection You Can’t Ignore A strong customer experience strategy ties the right measurements, efforts, and outcomes with business success. The first step is to review your metrics and listen to customer feedback regularly. Lets flip the script! There are many challenges with many solutions.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

ECXO

DECEMBER 25, 2024

To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES). Encourage user-generated content and peer-to-peer interactions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Look for ways to connect those dots first. Related: Customer Experience ROI: Why Not Investing can Sabotage Your Success.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250