InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously. This enables more relevant and targeted communication.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

JANUARY 22, 2025

Proving ROI for Local SEO Efforts Its just good common sense that improving an individual stores search visibility in maps and elsewhere will improve foot traffic to that store. Independent grocery stores often dominate search results in their local communities thanks to proximity, preferences, and a loyal customer base.

How To 195

How To Social Media Software ROI 195

ECXO

DECEMBER 25, 2024

Example Action: Use analytics tools to link CSAT improvements to revenue growth, demonstrating CXs ROI. Build a Community Around Your Brand What to Do: Foster customer communities through forums, social media groups, or exclusive events. Automate repetitive tasks to save customers time.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 4, 2024

Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors. The feedback is used to improve the quality of each interaction so that a customer develops and maintains a positive perception of the brand. A vague understanding of the ROI.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Beyond Philosophy

NOVEMBER 10, 2014

Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Optimove

OCTOBER 22, 2024

Mastering deliverability boosts inbox placement, maximizes campaign ROI, and strengthens sender reputation, especially during the high-stakes holiday season. Deliverability, however, tracks whether the email reached the inbox, which affects open rates, engagement, conversions, and ultimately campaign return on investment (ROI).

Return on Investment 69

Return on Investment ROI Metrics Engagement 69

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

InMoment XI

FEBRUARY 23, 2024

The main ethos is this: what if we could split our customers into distinct groups—based on specific factors—so we can learn how to market our products to the right people? The 4 Types of Market Segmentation with Examples There are four common types of strategies that businesses use to segment their customer base.

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

Thematic

MARCH 30, 2025

With four very different customer groups—shoppers, consumers, retailers, and advertisers—they were overwhelmed by fragmented feedback. But by centralizing customer feedback using AI-powered text analytics , they gained a clear picture of each group's needs and optimized the experience across the board.

Customer Insights 62

Customer Insights Data Analytics How To 62

ECXO

JUNE 11, 2023

Which metrics should you use to track to measure performance and demonstrate ROI? How do customers experience your brand – across touchpoints? Develop a customer journey map – (re)mapping the customer journey will help you identify areas where you can improve the customer experience. The result?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Beyond Philosophy

JANUARY 28, 2019

However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Focus on the ROI of CX improvement. A renewed focus on the ROI of your efforts is vital to the longevity of your CX program.

Net Promoter Score 139

Net Promoter Score ROI Effort Score Groups 139

Optimove

NOVEMBER 14, 2023

AI Accelerates Target Group Creation Now, it just takes seconds to discover who to target next. This new reality is AI Target Group Discovery powered by OptiGenie. Now, AI can analyze, identify, and segment customers based on their likelihood to purchase, convert, or any other KPI using Machine Learning models.

Groups 69

Groups ROI Customer Base Analysis 69

InMoment XI

SEPTEMBER 5, 2024

When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

CloudCherry

DECEMBER 1, 2018

It’s even more difficult to measure the impact introducing proactive service has on the customer experience. Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns.

CEM 186

CEM CRM ROI Survey 186

Alida

AUGUST 10, 2017

I understand that we don’t always operate in an environment where we can reject weak statements that claim to prove CX ROI. I want to point out that stronger evidence is out there for those important, business-transforming decisions that affect large sections of your customer base.

Measurement 147

Measurement How To Effort Score Study 147

CloudCherry

NOVEMBER 13, 2018

It’s even more difficult to measure the impact introducing proactive service has on the customer experience. Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns.

CEM 170

CEM CRM ROI Survey 170

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. The problem is, many B2B community managers are unsure about how to get started. Define your goals and make a plan. Listen for silence.

ROI 61

ROI B2B Roadmap Metrics 61

Optimove

OCTOBER 12, 2020

As a CRM marketer, you want to make sure that you have effective communications with your customers that are both smart and thoughtful. And that you influence customers based on your main strategic objectives. To be an actual experiment, you need to exclude some of the campaign’s customers to serve as the control group.

CRM 105

CRM Strategy ROI Video 105

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Customers expect not only to be heard but also understood and swiftly responded to. They can engage with their audience, respond to feedback, and make informed improvements based on customer insights.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Customers expect not only to be heard but also understood and swiftly responded to. They can engage with their audience, respond to feedback, and make informed improvements based on customer insights.

Tips 195

Tips Management Social Media Hotels 195

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That is what customers reward. What is a value chain?

ROI 48

ROI Effort Score B2B Customer Journeys 48

AskNicely

MARCH 30, 2017

Should that be the case, what can you do then to actually figure out how satisfied your customers are? Sure, you could use focus groups or market research – but that stuff doesn’t really work anymore and people have become immune to it. You then categorize people into three groups, based on the number (score) they selected.

NPS 150

NPS Net Promoter Score Customer Satisfaction Survey 150

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices.

ROI 54

ROI Feedback Survey Financial 54

Optimove

FEBRUARY 24, 2025

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The Study – Dormant Player Segment A player who hasnt been active for one year becomes dormant and is segmented into this player group.

Effort Score 52

Effort Score Return on Investment ROI Resources 52

Beyond Philosophy

JANUARY 19, 2019

With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. 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.

Net Promoter Score 84

Net Promoter Score Marketing ROI Return on Investment 84

Optimove

NOVEMBER 1, 2018

Catering to so many customers, Klium’s management wished to deliver an overall better customer experience with their brand. They understood the value of catering to their existing customer base in a more personalized way and wanted to find a solution that would carry considerable ROI.

Groups 58

Groups Analysis ROI Brands 58

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Addressing one at a time can help you save one customer at a time from defecting to your competition.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

Beyond Philosophy

JANUARY 19, 2019

With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. 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.

Net Promoter Score 79

Net Promoter Score Marketing ROI Return on Investment 79

CSM Magazine

MAY 16, 2023

Sabio Group has launched a new solution aimed at fuelling an organisation’s digital transformation strategy by surfacing actionable insights from customer interactions. It’s a low-cost, high-value ‘try before you buy’ option which offers great insights and significant ROI.”

Groups 52

Groups Analytics Interaction Consulting 52

Gainsight

OCTOBER 22, 2020

KBCM Technology Group’s 2020 SaaS Survey Results indicate that the cost to acquire one dollar of new customer Annual Recurring Revenue (ARR) is $1.60., while the cost to expand an existing customer is only 69 cents. Customer sentiment (e.g. Return on Investment (ROI). The number of support tickets opened.

Customer Base 59

Customer Base Return on Investment NPS Customer Retention 59

Optimove

JANUARY 8, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Email marketing remains one of the most effective tools in a marketers arsenal, consistently delivering an impressive ROI of $36 for every $1 spent. excluding recent buyers from promotional emails).

Marketing 52

Marketing Strategy Tips ROI 52

Comm100

NOVEMBER 13, 2022

Chat concurrency also allows agents to handle multiple chats at once, allowing agents to keep queues down and begin responding to customers as soon as possible. . The efficiencies of live chat also mean a high return on investment (ROI) for the technology. And ultimately, we would have risked losing customers to competitors.”

Tools 238

Tools Customer Service Tips Omni-Channel 238

Alida

JUNE 27, 2016

Hearing how other companies use insight communities helped demonstrate the value of customer intelligence in a more tangible way. “It It made a difference that I talked to other companies like Allure ,” she said. “ Vision Critical’s customer base is so diverse—some people in my company appreciated that.”.

Software 145

Software How To Exercises Consumers 145

BirdEye

JANUARY 12, 2024

This approach reduces the waste of resources on uninterested demographics and enhances ROI by targeting users with a higher propensity to respond to your local offerings. Leverage online resources, workshops, and community business groups to enhance your knowledge. Avoid scattershot posting to generic groups.

Social Media 109

Social Media Marketing Advertising Trends 109

Customer Guru

APRIL 17, 2018

When the customers are satisfied, the cost of serving them reduces. Their increased loyalty ensures that they recommend the brand to their acquaintances, increasing a brand’s customer base massively. A rise in customer advocacy and referrals. However, loyal customers are needed for any business to succeed.

Customer Experience 141

Customer Experience Touchpoint Customer Satisfaction Brands 141

Optimove

JULY 1, 2020

What are Control Groups? A control group, or holdout group, is a subset of the total group of customers being exposed to a test. In marketing, control groups are used to measure the impact of a specific campaign or customer journey. Those 100 customers will not receive the campaign at all.

Groups 40

Groups Marketing Measurement ROI 40