CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What if standards for every role could be defined by customer expectations rather than industry norms? Who can help you make this successful? CX champions).

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. That becomes the role of the Chief Customer Officer. Can you answer yes to these statements?

Chief Customer Officer 141

Chief Customer Officer Return on Investment Leadership Customers 141

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? It makes both business sense AND customer sense.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

InMoment XI

OCTOBER 18, 2023

These systems should drive tangible short- and long-term return on investment (ROI) that build an ROI-focused experience programme. The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

CX Accelerator

JANUARY 11, 2021

Zappos is a case study on how to create a customer-focused culture. It showed respect for the unhappy/unfit employee, for the other employees (colleagues), for the customer, and for the company. EX, CX, and return on investment all in one simple act! First, his innovative mindset towards customer service and CX.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. “A customer’s experience with a business starts with the first touch.

Customer Experience 213

Customer Experience Self Service Hospitality Customer Journeys 213

Customer Bliss

MAY 26, 2016

I’ve identified three market conditions that have compelled leaders and organizations to focus on their customer experience strategy: After years of CEOs asking their organizations to become customer-focused, it has become plainly apparent that the silos do not organically unite. Now the message has finally caught on.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

Win the Customer

JANUARY 8, 2016

The art of selling means understanding the essential needs and wants of your customers and being able to carefully plan and pitch your offerings and services in a way that is meaningful and attractive to potential customers. Have a Customer-Focused Business Plan. This is done with a business plan.

Customer Focused 52

Customer Focused Return on Investment Advertising Financial 52

ShepHyken

MARCH 9, 2022

Maybe some stats and facts followed by a predicted ROI (return on investment). Those numbers need to make the case for an investment. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow that up with some attention-grabbing numbers. Follow on Twitter: @Hyken.

Return on Investment 122

Return on Investment ROI Software Customer Service Training 122

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. That becomes the role of the Chief Customer Officer. Can you answer yes to these statements?

Chief Customer Officer 80

Chief Customer Officer Return on Investment Leadership Customers 80

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Alida

MAY 10, 2016

I’ve identified three market conditions that have compelled leaders and organizations to focus on their customer experience strategy: After years of CEOs asking their organizations to become customer-focused, it has become plainly apparent that the silos do not organically unite. Now the message has finally caught on.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

ShepHyken

MAY 12, 2019

(CEO Magazine) The introduction of Voice of the Customer solutions enables a predictive management style that operates effectively the same way that a check-up at the doctor does. ” That statement caught my eye, and it turns out, at least for larger companies, a Voice of the Customer (VoC) program could do exactly that.

Chatbots 97

Chatbots Loyalty Programs Customer Service Return on Investment 97

One Millimeter Mindset

DECEMBER 19, 2018

No matter what your current role within the organization, stop trying to fit customers into a fiscal calendar year cycle. It is simply too short-sighted for any worthwhile return on investment to happen. Measuring effectiveness of programs, services and return on investment becomes more strategically customer-focused.

Customer Retention 73

Customer Retention Strategy Return on Investment Sales 73

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. (1) 3) Outline the associated business processes to better understand what you need from a technology perspective for a better return on investment. Next year’s event brings these customer-focused conferences to Washington, DC, May 23 – 25, 2016.

CRM 40

CRM Customer Focused Self Service Conference 40

CloudCherry

JANUARY 21, 2020

And quantifying the return on investment (ROI) of CX and VoC can help secure further investment. . These programs provide meaningful and actionable insights to executives who can champion the needs of the customer. Also, your core procedures for engaging with customers and closing the loop on issues should be sound.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Customer Bliss

AUGUST 23, 2016

Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream. Darryl agreed with this, noting that it’s essentially flipping conventional business wisdom over to redirect with a customer focus. Discovery work at the beginning of a CCO engagement is key.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

ClearAction

DECEMBER 16, 2017

There’s a myth that talking often to your customers (sales, service, surveys, etc.) means you’re customer-focused. However, customer-focus goes beyond lip-service to the primary motives that drive your behaviors. Gap in Desired Versus Actual Customer-Centricity. Return on Investment.

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product. An Intense Focus on Outcomes and ROI.

Trends 74

Trends Customer Success Effort Score ROI 74

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Hotels 100

Oracle

SEPTEMBER 27, 2019

Brands now have a very finite amount of time to catch consumers’ attention, and the best return on investment you can give your audience for sharing their time is to deliver useful content that entertains, educates, or enlightens them. Brands can become better storytellers by being less company-focused and more customer-focused.

Engagement 63

Engagement Sports Multi-Channel Return on Investment 63

BirdEye

MARCH 24, 2023

It can also help an organization identify the products and markets with a better return on investment and identify which deals to go after first. Then, prioritize your initiatives based on their potential return on investment (ROI) and your available budget. Launch your plan Now it’s time to launch.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

VDS

MAY 6, 2020

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What if standards for every role could be defined by customer expectations rather than industry norms? Who can help you make this successful? CX champions).

Strategy 52

Strategy Customer Experience Contact Center Return on Investment 52

ShepHyken

DECEMBER 12, 2016

(Retail Customer Experience) Retail executives have begun to question the role of social media marketing. While marketers know in their gut that social media is important as customers are clearly there and sharing, they often lack the return on investment to prove to executives why the investment is paying dividends.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Confirmit

DECEMBER 17, 2018

We look at ways to take change viral, at how small changes can have a big impact and consider ways to prove the Return on Investment, helping to secure the future of your work. The future of Voice of the Customer is about change and ROI.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

InteractionMetrics

MARCH 27, 2025

That’s a huge return on investment for simply treating customers a little better. Plus, loyal customers do more than just give you their money. Employees who continuously learn and grow feel happier and provide better customer experiences. And the payoff is massive.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Thematic

JUNE 17, 2024

In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX process optimization, tackled this very question.

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. More customer support teams are focused on driving growth and proving significant worth to the business.

ROI 40

ROI Self Service Software Return on Investment 40

ChurnZero

MARCH 3, 2020

Customer Success is about helping your customers realize value with your product. But how do you systematically ensure they are maximizing their return on investment? Customer Success Around the Web. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ChurnZero

MARCH 13, 2020

Use this time to discuss Customer Success frameworks, predicted trends, or ways to expand their operations. For engaged customers, focus more on their processes and less on your product. Customer Success is about helping your customers realize value with your product. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Metrics 59

Metrics Consulting Customer Success Return on Investment 59

ChurnZero

FEBRUARY 28, 2020

Customer Success is about helping your customers realize value with your product. But how do you systematically ensure they are maximizing their return on investment? Customer Success Around the Web. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

COPC

APRIL 19, 2016

These are proven approaches to ensure your quality program is truly customer focused. Implementing these changes can drive significant improvements in the performance of your customer experience operations. Here are the five changes we recommend: #1 Redesign the quality form to align with key customer drivers. #2

System 40

System Effort Score Customer Satisfaction Return on Investment 40

Pointillist

AUGUST 26, 2019

Calculate the ROI of Your Initiatives to Improve NPS 50% of CX professionals say they are unsatisfied with their organization’s ability to quantify the impact of customer experience on business KPIs like revenue, churn & lifetime value. Focus on preventing potential issues and minimizing damage in their aftermath.

NPS 79

NPS Strategy Net Promoter Score How To 79

West Monroe

JANUARY 30, 2019

A full-scale, company-wide, CX transformation takes a significant operational and financial investment. Given that most companies will need to transform in phases, CX leaders need to continuously show progressive return on investment.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

ChurnZero

FEBRUARY 1, 2019

“I believe Lucidworks has the tools to provide an incredible experience throughout the entire customer journey, and I’m really excited to be able to support a team that builds on that customer-focused outlook.”. Enter your current metrics now to calculate your potential returns. Customer Success Around the Web.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Verint

NOVEMBER 15, 2017

More recently, with many companies returning to insourcing contact centers and other processes, the trend toward channel digitization, and a growing number of operations incorporating Robotic Process Automation (RPA), the ability to link the front office and back office is somewhat easier to implement.

Contact Center 31

Contact Center Customer Engagement Engagement Insurance 31

Michel Falcon Experience

JANUARY 31, 2017

At Baro, we separate our training in two parts: customer-centric (i.e. Every employee, regardless of position, must go through customer-centric training to ensure we are creating a system-wide, customer-focused culture. how to identify different personality types etc.) and skill-based (table maintenance etc.).

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60