Experience Investigators by 360Connext

JANUARY 28, 2020

According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Second to None

MARCH 29, 2019

In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? Increase customer spend?

ROI 86

ROI Measurement Effort Score Net Promoter Score 86

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.

Return on Investment 122

Return on Investment ROI Software Customer Service Training 122

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Measuring ROI on Customer Experience Projects.

Customer Experience 291

Customer Experience Strategy How To Effort Score 291

ShepHyken

JULY 21, 2024

Measuring the Roi of Customer Experience by Annette Franz (CX Journey) Measuring return on investment, though it seems as simple as benefit divided by cost, is more detailed than that. Leadership wants to see the numbers before they make an investment. You’ll find lots of interesting findings and commentary.

Customer Service 87

Customer Service ROI Return on Investment Customer Journeys 87

ShepHyken

OCTOBER 29, 2023

Mastering Customer Loyalty & Retention in the World of eCommerce by Vikrant Shukla (The eCommerce Musings) It’s such an interesting subject that it should have its own fan club. This post is all about how to keep customers coming back. That sounds like a strong trio, right? Connect with Shep on LinkedIn.

Customer Service 69

Customer Service Loyalty Programs Ecommerce Loyalty 69

Customer Enthusiast

NOVEMBER 5, 2018

Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment from most training programs. So-called “soft skills” training on topics like customer service and conflict resolution are likely near the top of that list.

Training 59

Training Return on Investment Customer Service Training Exercises 59