ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

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

Clarabridge

JUNE 13, 2017

Want a more detailed account of how Dorel Juvenile drove ROI with a simple shift? Check out the case study here ! The post Dorel Juvenile Drives ROI through Voice of the Customer appeared first on Clarabridge.

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. Likely, the promise of CXM ROI has been alluring to executives who have asked for quick wins and near-term gains.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Zeisler Consulting

AUGUST 17, 2020

Cost-benefit analyses and ROI study will usually drive an organization to put the ‘biggest bang for the buck’ projects at the top of the list answering the pertinent question: Which one of these will save us the most (perhaps appended with the factor of ‘…for the least amount of work/investment’)?

Resources 72

Resources ROI Customer Centricity NPS 72

Thematic

MARCH 18, 2025

They either don’t have the right tools, or they’re stuck manually sorting through thousands of comments, trying to make sense of what customers are saying. " That’s exactly why customer insights platforms are essential. It does not require extensive customization and consultant-driven setups.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

ClearAction

OCTOBER 25, 2018

“Customer behavior, emotions, actions, input and feedback are used to define marketing mixes without regard for traditional organizational ‘sacred cows’. Routinely share company results, good and bad, with customer collaborators.” Half of B2C companies and a third of B2B companies have a dedicated customer experience budget.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. B2B Customer Experience Management Examples.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Thematic

MARCH 27, 2019

As a matter of fact, according to the Harvard Business Report , only a 5% increase in your customer retention rates, enhances a 25% to 95% rise in your business profits. Furthermore, a study by the CMO Council reveals that customer churn leads to a 59.9% Thus, this reveals the need to control your customer churn.

Feedback 54

Feedback Study Poor Customer Service Case Study 54

Second to None

JULY 31, 2018

He helps small & medium enterprises to grow their business and overall ROI. . What makes live chat such an enthralling tool for customers? messages, all are extremely viable options when demonstrating proactive support to customers. b. Better customer engagement: Studies suggest that 75% of the U.S.

Study 59

Study Voice of Customer Consulting Brands 59

Pointillist

JULY 5, 2019

And before even considering your request for increased resources, your CFO wants you to show the ROI of your customer experience initiatives. How Mature is Your Voice of Customer Program? How Mature is Your Voice of Customer Program? Leading companies have moved beyond these basic use cases.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

ClearAction

MAY 31, 2015

Coordinate Managers of Customer Experience. Coordination among managers of various customer experience efforts is one of six success factors identified by the ClearAction CXM Best Practices Study. Use Customer Inputs Everywhere. If executives approach CXM half-heartedly, they’ll get half-hearted results.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds.

Customer Experience Management 48

Customer Experience Management Customer Journeys Customer Centricity Policies 48

SurveySensum

MAY 2, 2024

It’s a continuous conversation where companies, like maestros, listen to the orchestra of customer voices and orchestrate a symphony of action, communication, and, ultimately, satisfaction. The ROI of Closing the Loop It’s not just about warm and fuzzy feelings; closing the loop delivers a resounding ROI.

Examples 52

Examples Customer Service Social Media Loyalty 52

ChurnZero

FEBRUARY 26, 2021

At a high level, Customer Success often focuses on adoption, retention, and expansion, which is a full-time job in and of itself. Generally, the [CSM’s] sentiment is ‘I don’t want to ask my customers for another favor. I’m trying to build a relationship with them.’”. Take the initiative to align on your product roadmap.

Customer Success 59

Customer Success Company Management Roadmap 59

DCX

JULY 30, 2024

Here's how to reinforce customer centricity in your Sales team: Aligning with team goals: Adjust KPIs to include customer retention rates and long-term account value, not just new sales. Example: "Our goal is to increase customer lifetime value by 20% this year through strategic, needs-based selling."

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SmartKarrot

JUNE 29, 2021

Manage Customer Advocate program that generates case studies, video testimonials and reference calls. Facilitate customer complaints resolution though to positive win/win outcomes. Growing and retaining the customers, working towards targets. Driving adoption, setting KPIs and success metrics, demonstrating ROI.

Customer Success 10

Customer Success Case Study Leadership Roadmap 10

Gainsight

DECEMBER 10, 2019

Customer churn. Studies show that customer churn is costing U.S. Even though you might not be aware of it, customer churn could be working its way through your business right this very second, just like a virus. Luckily, there are ways to predict and prevent customer churn. Because of the ROI.

ROI 40

ROI Social Media Communication Customers 40

Stella Connect

MAY 11, 2017

Your voice-of-customer (VoC) data collection program is an engine. There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). Case Study: Using VoC Data to Save the Customer Relationship.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Pointillist

AUGUST 18, 2021

The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries. It’s only when he went to customer experience that he lost it. Quantifying CX ROI Remains the Top Challenge for Third Consecutive Year. Dan Gingiss: That’s true.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Voice of the Employee. Voice of the Market. Voice of the Business. Case study.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40