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

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . However, business is also all about return on investment (ROI). Experience Growth: This type uses the Customer Experience to foster customer-base increases in the organization.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Thematic

MARCH 30, 2025

Companies that use AI-driven customer insights don’t simply react faster—they stay ahead of the curve. In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. While VOC data holds valuable insights, it’s often difficult to quantify the impact of these insights on business outcomes like revenue growth, customer retention, and overall business growth.

ROI 62

ROI Net Promoter Score Return on Investment Analysis 62

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 provide social proof, reassuring potential customers about the quality and reliability of a product or service.

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 provide social proof, reassuring potential customers about the quality and reliability of a product or service.

Tips 195

Tips Management Social Media Hotels 195

SurveySensum

OCTOBER 31, 2024

It not only fosters customer loyalty but builds trust among customers, both present and future. Boosts Business Growth and Profit A 5% increase in customer retention can result in a 25% increase in profit and the Pareto Principle states that 80% of your profit comes from 20% of your customer base.

Customer Engagement 52

Customer Engagement Engagement Social Media ROI 52

Beyond Philosophy

JULY 18, 2024

They didn’t engage with the other side as much as their present viewpoint, and the articles only reinforced their opinion on the topic. In other words, we discover that what drives the return on investment (ROI) is not the organization’s focus. I like to listen to podcasts about politics. Now, this finding is a good thing.

ROI 78

ROI Customer Experience Effort Score Customers 78

ModSquad

AUGUST 25, 2022

Evaluate ROI, not just costs. Slashing budgets in CX could stall growth, reduce your customer base, diminish your community, or leave your brand vulnerable. If you must tighten your CX budget, consider taking a more surgical approach that preserves your hard-won customer base and still protects your brand and community.

ROI 98

ROI Analysis Customer Satisfaction Brands 98

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

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 242

Tools Customer Service Tips Omni-Channel 242

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 Advertising 145

Comm100

NOVEMBER 15, 2022

A positive customer service experience makes 94% of consumers more likely to purchase. However, although this presents great opportunities to stand out from the crowd, it also poses great challenges. With a higher value placed on customer service comes higher expectations too. Personalization that doesn’t step over the mark.

Strategy 147

Strategy Omni-Channel Contact Center Chatbots 147

ShepHyken

SEPTEMBER 15, 2017

And, with the increasing amount of information big data provides, AIM is designed to help marketers sift through that data in shorter time frames, uncovering valuable insights into their consumers allowing for better marketing campaigns and ROI. Below are a few ways AIM can create higher levels of customer engagement. Final Thoughts.

Customer Engagement 207

Customer Engagement Engagement Marketing Fashion 207

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Expected Customer Experience (CX) impact on loyalty. Building your own CX ROI model. Baseline ROI metrics: Customer experience by the numbers.

ROI 40

ROI Measurement Customer Experience Effort Score 40

Lumoa

JUNE 26, 2023

Most omnichannel customer experience challenges can be solved by continually measuring customer satisfaction metrics and taking quick actions based on the insights. Net Promoter Score – NPS Net Promoter Score determines customer satisfaction by determining how likely they are to promote your brand among their peers.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

ClearAction

FEBRUARY 27, 2017

They do not translate survey averages and percentages into dollars represented by the customers with varying sentiments. When they do, it’s about revenue boost by adjusting customer-facing elements. Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit.

Voice of Customer 71

Voice of Customer Effort Score ROI Return on Investment 71

ClearAction

OCTOBER 10, 2017

.” My commentary: Adding context to customer feedback ideally includes both internal and external data about what was going on in your operations and with competitors and other forces that preceded or accompanied customers’ perceptions. “We’ve been doing this for close to three years now.

B2B 83

B2B Customer Experience Leadership Customers 83

Confirmit

JANUARY 21, 2020

The annual Customer Experience Predictions report helps CX practitioners plan ahead as they position their businesses to exceed the ever-changing expectations of their customers. In 2020, what do CX practitioners need to change to stop their customers jumping ship? Good CX takes investment but how do you get it? So, what to do?

Report 52

Report Customer Experience ROI Employee Engagement 52

Totango

OCTOBER 2, 2020

By considering each stage of the journey as a unique customer experience that comes with its own goals for achieving success, you can generate customer momentum and reduce the time to value — and the sooner customers experience ROI, the sooner they begin to rely on your product. Clear, Empathetic Communication.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

Thematic

NOVEMBER 13, 2018

This is not about sharing insights in a quarterly board presentation in a PowerPoint deck. When you create your pitch or board presentation, it’s pretty standard to focus your VOC goals on sources of revenue such as repeat purchases, upsell and cross-sell and customer lifetime value. That is not how you’re going to drive change.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Amity

SEPTEMBER 25, 2017

In parallel, we created an API Support team, and we launched Customer Success about 1 year and a half ago. Our customer base was evolving and as we moved upmarket, MRR continued to grow, which meant we needed to focus more heavily on outcomes and ensuring that customers achieve their ROI.

Customer Success 0

Customer Success B2C NPS e-support 0

Kustomer

NOVEMBER 4, 2020

If a customer base is interacting with a brand through phone, e-mail, live chat, social media, and SMS, as well as offline, a unified customer experience is a must. Businesses are becoming increasingly aware of the power of customer data in driving business outcomes and ROI.

Omni-Channel 124

Omni-Channel Customer Experience Chatbots e-support 124

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett. Nancy Porte.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Amity

NOVEMBER 17, 2017

What are some simple things that you could focus on all year round to make your customers thankful that they are partnering with you? Provide a clear ROI. When working with you, your team, or your product, your customers should not encounter any unnecessary barriers to their success. Provide a clear ROI. Be consistent.

ROI 57

ROI Customers Course Customer Satisfaction 57

CSM Magazine

FEBRUARY 17, 2022

Interestingly, many companies who were forced to migrate from brick-and-mortar to remote models at the beginning of the Covid-19 pandemic are now having to revert entire networks back, as the work from home (WFH) model presented significant challenges. About the Authors.

Trends 98

Trends Industry Customer Service Chatbots 98

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

Gainsight

OCTOBER 19, 2021

Customer success drives revenue growth in ways that other functional teams simply cannot. We know it contributes significantly to the retention and expansion of your current customer base. For example, SaaS companies invest a huge amount of money in their Marketing and Sales to acquire new customer logos every year.

Resources 52

Resources Customer Success ROI Metrics 52

Comm100

JULY 28, 2016

It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI. It reinforces the concepts, plus they walk away defining how they are going to interact with customers based on those five dimensions of hurt.

Customer Service Training 100

Customer Service Training Training Customer Service Customers 100

Centercode

JANUARY 28, 2019

People managing customers tests are notoriously pressed for time. More than half of the respondents in the 2018 Customer Validation Industry Report said they don’t have enough time to demonstrate ROI. Most companies are also missing a designated resource for customer testing. Tell the story around it.

Tips 63

Tips ROI Analysis Metrics 63

Gainsight

DECEMBER 12, 2019

If you’ve ever presented before your company’s board, you know how stressful it can be. I had a few sections to talk about the Customer Success team, and Gainsight put all the information at my fingertips and saved me from crunching spreadsheets for hours. ROI: Are customers achieving outcomes from Gainsight?

Net Promoter Score 11

Net Promoter Score Effort Score Metrics ROI 11

Kayako

DECEMBER 3, 2015

You know that building relationships with your customers turns a one-time purchaser into a loyal repeat-buyer. And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies?

Customer Service 120

Customer Service How To Case Study NPS 120

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ProProfs Chat

OCTOBER 30, 2021

The simplest type of segmentation, that categorizes your customers based on their physical location. The customer’s location is helpful in determining their needs and offers you an opportunity to run location-specific ads. It helps in presenting region-specific or season-specific products to the customers.

Marketing 95

Marketing Social Media B2B Groups 95

ChurnZero

MARCH 11, 2020

There are only a small handful of reasons that customers churn. Didn’t realize ROI. This makes downstream reporting and analysis much simpler, and we can avoid the risk associated with double counting customers and revenue. A note on “Didn’t realize ROI”. And today I see many of my customers doing the same thing.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

West Monroe

DECEMBER 6, 2022

With a massive rise of non-traditional challengers to banks, those which are not considering distributed banking strategies—comprised of open banking, BaaS, and embedded finance—will quickly fall behind in creating opportunities to connect with a younger customer base that’s quickly becoming the majority consumer.

Banking 52

Banking Industry Financial ROI 52

ChurnZero

JULY 9, 2020

You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue. For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must.

Strategy 64

Strategy Marketing Case Study Effort Score 64