Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership?

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive. Call center recording.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement of 40 points for their Net Promoter Score® (NPS) over 30 months.

Case Study 113

Case Study ROI Study Net Promoter Score 113

Lumoa

MARCH 12, 2023

While most businesses today use NPS, CSAT, and other numbers to assess how happy their customers are, they miss a way to tell what actions will move the numbers up or down. Lumoa provides support and customer success managers, but no in-house consulting unit that other more expensive solution can afford. Price: Consultation needed.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

GetFeedback

JULY 19, 2019

Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers. Net Promoter Score (NPS). This number (a percentage) is what you track as your overall NPS. Get the Guide.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

NPS 120

NPS Net Promoter Score Report B2B 120

CloudCherry

FEBRUARY 20, 2019

If you pay for expert help, it should only be in a consultative role or doing a bespoke integration. You need a direct ROI model to prove your value to the business. Predictive analytics takes the impact analysis and tangible ROI calculations to tell you exactly what actions will have the biggest, quantifiable impact on your CX.

Strategy 273

Strategy CEM Analysis Self Service 273

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

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? In this post, I’ll provide a detailed look at how to improve NPS.

NPS 79

NPS Strategy Net Promoter Score How To 79

Kustomer

AUGUST 3, 2021

New York, NY – August 3, 2021 – Kustomer , an all-in-one, top-rated AI-powered CRM for modern customer experiences, today releases findings from Forrester’s Total Economic Impact™ (TEI) study showing that organizations that switch to Kustomer see up to a three-year 422% in return on investment (ROI). TEI Study Findings.

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Study ROI Net Promoter Score CRM 96

Beyond Philosophy

FEBRUARY 10, 2020

However, business is also all about return on investment (ROI). They enlisted our global Customer Experience consultancy to improve their Net Promoter Scoreâ (NPS)* by 40 points over 30 months, which led to a 10 percent rise in shipping volumes. When a company invests $1, they want to make at least $2 back for their trouble.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

CloudCherry

AUGUST 30, 2018

While most customer experience platforms focus on increasing NPS because it’s a helpful indicator of customer intention, NPS is ultimately just a more easily measured, less accurate stand-in for true customer loyalty. When we increase NPS, we don’t necessarily impact our bottom line or increase our revenue. Take it beyond NPS.

Strategy 150

Strategy NPS Analytics Analysis 150

InMoment XI

AUGUST 9, 2024

Net Promoter Score (NPS) The Net Promoter Score measures customer loyalty and the likelihood of them recommending your brand to others. NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. These metrics are important to showing the ROI of your customer experience efforts.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Beyond Philosophy

SEPTEMBER 8, 2022

The results were a 40-point increase in their Net Promoter Score® (NPS) over 30 months and a 10 percent increase in shipping volumes. It could be increased market share, improved NPS, or higher customer retention. The post 5 rules for a highly successful customer experience implementation with amazing ROI! Rule #2: Measure.

Case Study 97

Case Study ROI Study Customer Experience 97

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. With three questions now included in the NPS series, this is more often referred to as the Net Promoter System. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

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. Jack Dean, a former CFO now with sales consultancy FASTpartners, says CX investments generally have a more challenging financial case if the goal is revenue growth. Get the Guide. Get the Guide.

How To 150

How To ROI Policies Analysis 150

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Key Metrics to Track Omnichannel Strategy Success Customer satisfaction drives omnichannel strategies and influences the sales, revenue, and ROI of marketing campaigns. NPS uses a single-question survey with a scale of 1-10. Customer Satisfaction Score – CSAT 3.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

Thematic

MARCH 18, 2025

These platforms pull data from: Surveys (NPS, CSAT, customer feedback forms) Social media comments & online reviews Customer support tickets & chat logs Emails & call transcripts In essence, customer insight tools make qualitative data analysis a breeze. It requires no coding, consultants, or complex setup.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

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). Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. CX shouldn’t ever be measured by one metric alone. Are you satisfied with customer satisfaction?

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Zeisler Consulting

JULY 21, 2020

Again, there’s no silver bullet, but the broad general strokes of the ROI for CX fall really into two categories, as far as I can see: First, there’s the savings that go along with improving the efficiency and effectiveness of your internal processes. Your ROI here is on the cost side, but you have to be vigilant in accounting for it.

ROI 72

ROI Return on Investment Study NPS 72

Experience Investigators by 360Connext

MARCH 8, 2018

Impact to NPS ( Net Promoter Score ), customer retention, net customer growth, new product revenue, ROI—almost every metric you can think of—has commonalities across both disciplines. The post 5 Reasons Your Marketing Needs Human Evaluation appeared first on Customer Experience Consulting. Measure both sides of the coin.

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

CloudCherry

DECEMBER 1, 2018

For example, if you have multiple branches, CrossTabs can report the NPS (Net Promoter Score) of all branches in one go, as well as break it down by location so you can spot outliers. It’s because of this that figuring out why people leave and how to improve loyalty metrics like NPS are common questions with many businesses.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

For example, if you have multiple branches, CrossTabs can report the NPS (Net Promoter Score) of all branches in one go, as well as break it down by location so you can spot outliers. It’s because of this that figuring out why people leave and how to improve loyalty metrics like NPS are common questions with many businesses.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

Horizon CX

MARCH 10, 2023

Many articles, blogs, consulting hours, and attention have been invested with this in mind. A permanent autonomous CX department immediately requires answering the dreaded ROI question at least annually, for which the community has yet to widely and satisfactorily answer. Yet does the evidence support this?

NPS 130

NPS System Meeting ROI 130

SurveySensum

FEBRUARY 6, 2025

This DIY platform has an easy to use interface enabling feedback-driven ROI. Moreover, SurveySensum also provides end-to-end CX consultation, implementation support, and onsite support, ensuring that your onboarding process is smooth – all within the same pricing plan with no hidden or extra cost!

Tools 52

Tools Comparison Self Service Analysis 52

Beyond Philosophy

JANUARY 19, 2019

Focus on the ROI of CX improvement. Having a record of your return on investment (ROI) for Customer Experience programs is vital. But not all ROI is sales-based. You can have an increase in your NPS (Net Promoter Score, which indicates your customers will recommend you to family and friends). –more?.

Net Promoter Score 84

Net Promoter Score Marketing ROI Return on Investment 84

InMoment XI

OCTOBER 8, 2024

You can use metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to monitor specific aspects of your customer experience and identify areas of improvement. Our best-in-class tools and experienced consultants will help you improve your main metrics. References Mckinsey & Company.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

CX University

OCTOBER 30, 2017

CX University (CXU) announced today the official launch of Customer Experience (CX) Financial Consulting Services. Scott McCallister, new to CXU as VP of Consulting, will spearhead the mission to provide guidance to CX practitioners and organizations who need solid quantitative data connecting CX strategies to the financial bottom line.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Beyond Philosophy

JANUARY 19, 2019

Focus on the ROI of CX improvement. Having a record of your return on investment (ROI) for Customer Experience programs is vital. But not all ROI is sales-based. You can have an increase in your NPS (Net Promoter Score, which indicates your customers will recommend you to family and friends). –more?.

Net Promoter Score 79

Net Promoter Score Marketing ROI Return on Investment 79

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), We help businesses mature their program over time with expert consulting services. This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Pointillist

MAY 19, 2020

An Inability to Quantify ROI is Still the Top CX Challenge and is a Barrier to Additional Investment “ Quantifying the ROI of customer experience is the toughest challenge for CX leaders, but it’s arguably the most important to help brands connect experience to financial results. In fact, high performers are 9.7

Customer Journeys 94

Customer Journeys Measurement Report Management 94

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

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SurveySensum

JULY 14, 2020

Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySensum

FEBRUARY 17, 2025

Most Popular Features Pre-built Survey Templates : 100+ industry-specific customizable survey templates for NPS, CSAT, CES, and more, allowing for quick and easy survey creation. Businesses use text analytics for various purposes, such as: Customer Experience Management : Analyzing NPS , CSAT, and survey responses.

Analytics 52

Analytics Tools Multi-Channel Analysis 52

Pointillist

DECEMBER 10, 2019

By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score ® (NPS ® ), Customer Satisfaction and Customer Effort Score. Each customer’s value links to the ROI of your investment in CX initiatives and overall revenue, two major factors in your organization’s success. In reality, that approach is unsustainable.

NPS 111

NPS Net Promoter Score Customer Journeys Effort Score 111