Horizon CX

MARCH 1, 2021

Or better asked, which comes first, the monthly numbers or customer satisfaction? Compelling Arguments for Justifying CX Programs – the Dreaded ROI Question. Those of us who have experienced the dreaded question, “What’s the return on investment for your program?”, And furthermore, how can a CX program be justified?

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI. And it doesnt stop there.

Call Center 195

Call Center Contact Center Effort Score Social Media 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. By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. Reach out today to find out how we can assist you.

ROI 52

ROI Customer Retention Connections Measurement 52

ECXO

JULY 29, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Customer Retention Rate : Tracks the percentage of existing customers who continue to do business with you over a specified period. Article authored by Ricardo Saltz Gulko.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

TechSee

OCTOBER 7, 2024

Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Customer Retention Rate: Tracks the percentage of existing customers who continue to do business with you over a specified period. Article authored by Ricardo Saltz Gulko.

Strategy 422

Strategy Customer Experience Net Promoter Score Customer Centricity 422

TechSee

SEPTEMBER 26, 2024

In this post we will explore the best practices and strategic considerations when determining your core objective: projecting the ROI of Agentic AI. For enterprise leaders looking to optimize their customer service operations, the return on investment (ROI) of Agentic AI is undeniable. Below are a few examples.

ROI 124

ROI Strategy Average Handle Time Net Promoter Score 124

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. By harnessing data analytics , you can gain powerful insights into your customer’s behavior, preferences, and needs.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

CloudCherry

DECEMBER 23, 2019

SAAS Technology Expert 5+ years, Manager, Team Leader ROI focused. The post How to tie Customer Success into your CEM program appeared first on CloudCherry. Request a demo.

CEM 195

CEM Customer Success How To Return on Investment 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

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. How to determine the ROI for a Contact Center Solution?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . And if you are making an investment, you need to make sure that there is a defined and forecasted return on that investment. .

ROI 98

ROI Effort Score e-support Metrics 98

Optimove

DECEMBER 24, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Journey pruning is key to creating more effective, personalized marketing campaigns that maximize customer engagement and Return on Investment (ROI.) Imagine taking hundreds of customers down a journey that kills a customer relationship.

Return on Investment 52

Return on Investment ROI Customer Journeys Resources 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

So… Is customer experience worth it? Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. BUT the question is flawed — customer experience happens whether you’re intentional about it or not. The Three Areas of ROI.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

InMoment XI

DECEMBER 13, 2024

As a result, teams can make informed decisions on improving customer relationships and resolving issues. They monitor metrics like cost per call (CPC) and revenue per interaction to determine the call center’s return on investment (Rter. InMoment Helps You Unlock More Insight from Your Data Starting Right Now.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Team Support

MARCH 28, 2024

You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management. Moreover, it supports your business in maximizing Return on Investment (ROI) and transforming overall business results.

ROI 52

ROI Self Service Customer Service Return on Investment 52

Team Support

MARCH 28, 2024

You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management. Moreover, it supports your business in maximizing Return on Investment (ROI) and transforming overall business results.

ROI 52

ROI Self Service Customer Service Return on Investment 52

ShepHyken

SEPTEMBER 7, 2023

Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth. In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams.

Customer Success 137

Customer Success How To Return on Investment Customer Centricity 137

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. –more?.

Net Promoter Score 84

Net Promoter Score Marketing ROI Return on Investment 84

Brad Cleveland Blog

NOVEMBER 3, 2023

Understanding the value of customer service and how to quantify that value has never been so important. And that’s true for any organization and for anyone leading customer service teams or projects.

ROI 52

ROI Customer Service Return on Investment Customers 52

QuestionPro Audience

JULY 21, 2022

Our software can be used for all sorts of things: How customers feel about your company’s products or services. Build customer relationships . In general, many organizations invest large amounts of capital in different Marketing strategies, including Advertising. Their recommendations for new products or services.

Data 195

Data How To Advertising Study 195

CloudCherry

JANUARY 21, 2020

And quantifying the return on investment (ROI) of CX and VoC can help secure further investment. . Also, they can combine CX feedback with customer data from related systems, such as customer relationship management (CRM) and point-of-sale (POS) solutions. Understand the Phases of VoC Maturity.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

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. –more?.

Net Promoter Score 79

Net Promoter Score Marketing ROI Return on Investment 79

SurveySparrow

SEPTEMBER 21, 2020

And in this blog, we’ll discuss how online surveys increase ROI. And, what’s more rewarding is the fact that online surveys can increase your business ROI like never before. Here we’ve tried to shed light on how you can use online surveys for high return on investment. Customer Satisfaction Surveys.

ROI 45

ROI Survey Return on Investment Social Media 45

SurveyGizmo

NOVEMBER 4, 2021

As you do, your data is integrated via API to the gaming company’s customer relationship management (CRM) platform and player profile database. A customer support agent runs a report on top-tier players for your favorite game and your profile appears. Three questions and you’re done. You get back to playing your game.

Survey 98

Survey Return on Investment eBook System 98

Alida

NOVEMBER 8, 2017

She was amazing; she listened, was empathic, really wanted to help and was invested . I realized a healthy, ethical, productive relationship could flourish between a vendor and customer. I was determined to change the vendor-customer relationship one company at a time—although it was quite the lofty goal.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. Happier customers are likely to use your product/services more and drive others to your company through positive word-of-mouth referrals.

ROI 52

ROI Training How To Course 52

Kustomer

AUGUST 28, 2023

Kustomer’s robust customer relationship management (CRM) platform, which provides a streamlined 360-degree view of all customer transactions and interactions, features this bulk messaging service.

CRM 81

CRM ROI Effort Score Return on Investment 81

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. However, expanding the business year into 18, 30-day segments challenges how you think about customer relationships.

Customer Retention 73

Customer Retention Strategy Return on Investment Sales 73

BirdEye

APRIL 24, 2023

This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods. Messaging: B2B messaging highlights factors like cost-effectiveness, ROI, and problem-solving, while B2C messaging focuses on personal benefits like time-saving and lifestyle appeal.

Marketing 93

Marketing Social Media B2C Advertising 93

Optimove

JUNE 15, 2023

If your KPIs are all about engagement, retention, and maximizing ROI (and let’s face it, whose aren’t? ), then it’s neither one nor the other. Together, they form a powerful duo that nurtures customer relationships, drives conversions, and ultimately increases your return on investment.

Marketing 98

Marketing How To Return on Investment e-support 98

BirdEye

NOVEMBER 7, 2023

Example: Email to the team: “The ROI on our latest campaign exceeded expectations. Business reporting When communicating with internal teams for reports or quick updates, abbreviations can help condense information effectively. Detailed analysis by EOD.”

How To 116

How To Social Media Communication ROI 116

ChurnZero

NOVEMBER 3, 2021

This is one of the clearest tactics for a CSM, because it enables you to distinctly cut through the noise of email and connect with a customer directly. LinkedIn is a hub of referenceable material that can become the basis of a more meaningful customer relationship.

Tools 98

Tools Customer Success Return on Investment Fashion 98

ClientSuccess

SEPTEMBER 27, 2018

When customers come first across the entire organization, the overall way team members think about the solutions offered, the messaging used, and the processes in place are sure to change and evolve. Establishing Strong, Company-Wide Relationships Early on in a Vendor Partnership. An Intense Focus on Outcomes and ROI.

Trends 74

Trends Customer Success Effort Score ROI 74

Optimove

NOVEMBER 15, 2023

In this blog, we’ll explore the key reasons why segmentation and SMS go hand in hand — and why this Customer-Led Marketing tactic is essential for increasing customer lifetime value (CLV) and fostering loyalty for life.

Return on Investment 59

Return on Investment ROI Customer Retention Loyalty 59

Amity

FEBRUARY 24, 2017

Since the early 2000s, companies from nearly every industry have come to the realization that building enduring customer relationships is essential to their success. The end-goal for a company should be about more than maximizing value from each product it sells or the obtaining the greatest return on its invested capital.

Customer Centricity 64

Customer Centricity Company Return on Investment Competitive Advantage 64

ShepHyken

OCTOBER 29, 2023

My Comment: This excellent article by my friend and fellow CX expert, John DiJulius, can cross over from customer experience to customer relationships. The FORD idea is a great technique to connect and engage with your best customers and separate yourself from competitors. Is It Time for You to Try Messy Marketing?

Customer Service 68

Customer Service Loyalty Programs Ecommerce Loyalty 68