ECXO

JULY 29, 2024

This exercise helps ensure a seamless customer experience across various channels and interactions and pinpoint areas that need enhancement. Return on Investment (ROI) : Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. This exercise makes it clear where the experience is falling short. Another key aspect of strategy is prioritization.

B2B 339

B2B Customer Journeys How To Effort Score 339

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Connecting CX to ROI. Connect CX to ROI – understand how CX improvements affect real business metrics.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Only one-third!

ROI 98

ROI Effort Score e-support Metrics 98

Calabrio

APRIL 11, 2025

As well explore below, this stage can integrate theory with practice through methods like simulations, role-playing, and closely monitored exercises, allowing agents to apply skills in a safe, controlled setting with immediate feedback. Learning by observation can also be particularly powerful at this stage.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

TechSee

JULY 27, 2021

These ‘war game’ exercises provide companies with essential insights for understanding the economic and human impact a disaster may have on their business so they can create a solid disaster recovery plan and be better prepared for future incidents. Creating a Disaster Recovery Plan for Field Service Organizations.

Exercises 207

Exercises System ROI CRM 207

Beyond Philosophy

MAY 20, 2023

Journey Maps can be useless exercises. We show you how all the things we talk about on this podcast apply in a practical way and can produce practical results, like an ROI. The post How to integrate Customer behavior into your journey maps to gain ROI appeared first on Beyond Philosophy. That’s right…we said it.

Customer Journeys 78

Customer Journeys ROI Hotels Exercises 78

Totango

JANUARY 4, 2019

To help get the change started at your enterprise, we’ve put together five customer-centric marketing strategies for SaaS companies that deliver real ROI. It’s like pledging to get yourself in shape and then deciding on the specific exercise routine that will help you reach your goals. Except, this isn’t some six-week burst of energy.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Unclear ROI Value: Some customers have trouble seeing how your service will meet their goals. Reducing SaaS Churn with ROI-focused Strategies. It’s about proactive customer success , not reactive customer service.

ROI 76

ROI Customer Success Strategy Effort Score 76

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Instead, pay attention to what customers say during your word strip exercise above. As stated at the start of this article, impressive ROI requires a shift from out-of-tune to in-tune business practices.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

InMoment XI

AUGUST 9, 2024

This exercise will highlight potential pain points and opportunities to enhance the customer experience. These metrics are important to showing the ROI of your customer experience efforts. 2021 Customer Experience ROI Study. Customer journey mapping is a powerful tool to visualize every touchpoint a customer has with your brand.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Beyond Philosophy

MARCH 7, 2024

You might be surprised to learn that often, in this exercise, we learn that companies do not always know what they value. Moreover, this result is typical for us in the Emotional Signature exercise. The post Uncover the incredible Impact on ROI of Harnessing Customer emotions appeared first on Beyond Philosophy.

ROI 78

ROI Return on Investment Exercises Measurement 78

Esteban Kolsky

JANUARY 28, 2019

do you have any ROI examples to share? Let’s try to replace those conversations about cost and ROI with conversations about outcomes, opportunities, and TTV (time to value) instead. The model is as simple as ROI (benefits minus costs, right?) or how to start that conversation? A: Ah, the cloud: the final commodity.

Customer Service 112

Customer Service ROI Exercises Course 112

GetFeedback

JANUARY 12, 2020

Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: . CustomerThink CX research finds that more Winning CX programs–those claiming tangible ROI or competitive advantage–focus on creating a distinctive or “signature experience” such as the Southwest example I’ve shared.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Social Media Marketing: ROI from Lynda.com. Where to Start. Social media marketing courses: Social Media Marketing Specialization from Coursera.

Social Media 166

Social Media Course Training Marketing 166

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections. Let’s get started.

Exercises 97

Exercises ROI Conference Video 97

Comm100

JUNE 25, 2019

Truth be told, internal uses of AI have just as much disruptive power as chatbots if not more – and are also far simpler to deploy and far quicker to generate positive ROI. No doubt there has been a lot of talk about how AI can be used to help improve customer-facing interactions – but there’s more to AI than meets the eye.

Contact Center 170

Contact Center Chatbots Knowledge Base Resources 170

Amity

MAY 10, 2018

You can use the plan over the course of the quarter, half-year or year to determine what's working, what's not working and more importantly, the opportunity to demonstrate ROI. Often, we use our gut feeling to measure ROI where in reality, it's the data that will always win.

Customer Success 95

Customer Success ROI Exercises Measurement 95

Alida

JUNE 27, 2016

While customer intelligence is becoming an enterprise-wide exercise, it typically starts with market research. Naturally, business executives want to see the ROI of customer intelligence. Here are highlights from the session. Think bigger—look beyond research. That’s quickly changing. .”

Software 145

Software How To Exercises Consumers 145

West Monroe

OCTOBER 19, 2023

Short-term thinking in order to balance cost, timeline, and ROI today may also exclude future options and inadvertently paint the organization into a corner later. Demonstrating ROI also requires being able to bridge the gap between the art of the possible and the realities of today. Data is key.

ROI 52

ROI Technology Strategy Return on Investment 52

West Monroe

OCTOBER 19, 2023

Short-term thinking in order to balance cost, timeline, and ROI today may also exclude future options and inadvertently paint the organization into a corner later. Demonstrating ROI also requires being able to bridge the gap between the art of the possible and the realities of today. Data is key.

ROI 52

ROI Technology Strategy Return on Investment 52

Beyond Philosophy

JANUARY 19, 2019

Focus on the ROI of CX improvement. Having a record of your return on investment (ROI) for Customer Experience programs is vital. But not all ROI is sales-based. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience. <!–more?. An increase in sales is excellent.

Net Promoter Score 84

Net Promoter Score Marketing ROI Return on Investment 84

Customer Bliss

MAY 11, 2017

Important distinction here: Oftentimes in the early stages of CCO work, it’s all Excel spreadsheets and ROI equations and “create a 10-step plan.” They go through exercise to immerse people in the actions and experiences customers have. On the first question, out of 50+ people, she got 50+ different answers.

Examples 131

Examples Customer Experience Airlines Exercises 131

Horizon CX

JUNE 10, 2022

A program with a goal such as that can only last so long until the question of return on investment (ROI) arises and it can be proven that a higher NPS score has a direct correlation to improved business outcomes. Unless you’re committed to that, the mapping would merely be an exercise with no tangible business outcome.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Beyond Philosophy

JANUARY 19, 2019

Focus on the ROI of CX improvement. Having a record of your return on investment (ROI) for Customer Experience programs is vital. But not all ROI is sales-based. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience. <!–more?. An increase in sales is excellent.

Net Promoter Score 79

Net Promoter Score Marketing ROI Return on Investment 79

CX Journey

SEPTEMBER 17, 2015

Hold a brainstorming session with your team, managers, and even stakeholders, to pull in as many ideas through an empathy map exercise. Throughout the exercise, you will be looking at four aspects of the customer experience: thinking, seeing, doing, and feeling. Utilize the empathy map exercise with your team.

Loyalty 80

Loyalty Exercises Social Media Video 80

CloudCherry

DECEMBER 1, 2018

As part of our Consultative MX services, we go through a journey mapping exercise with every new credit union we work with and then bring this journey map into the product. Uncovering these dependencies helps credit unions to predict member retention, establish financial linkages and determine MX ROI.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

As part of our Consultative MX services, we go through a journey mapping exercise with every new credit union we work with and then bring this journey map into the product. Uncovering these dependencies helps credit unions to predict member retention, establish financial linkages and determine MX ROI.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

ShepHyken

DECEMBER 4, 2020

When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI. Creating a customer experience roadmap is not an easy exercise. Wrong Technology. If this airline has primarily leisure travelers (i.e. It takes time.

Roadmap 114

Roadmap Customer Experience Airlines How To 114

ChurnZero

MARCH 9, 2021

A: I try to do some form of exercise every morning. Why Customer Retention is So Important – Discover everything you need to know about retention an why it’s important for ROI, loyalty and growth. . This meant I got to work with all of the high ropes elements and would just have fun all day. Customer Success Around the Web.

Meeting 85

Meeting Exercises ROI Customer Retention 85

Experience Investigators by 360Connext

AUGUST 26, 2020

There’s been a lot of buzz about the need for more ROI in Customer Experience. This is true, but before we can measure ROI we must do a better job defining what success really is. Building your CX Success Statement can genuinely be an incredibly exciting exercise. Define success based on reality.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

Michel Falcon Experience

AUGUST 18, 2014

Employee onboarding is like exercising. I’ve coached companies to do this and the ROI of this practice is unmeasurable. Similar to customer experience, we would prefer to invest in more glamourous initiatives like marketing. Related post : This is Why We Love to Invest in Marketing Before Customer Experience. Email to the masses.

Handbook 123

Handbook eBook Training Exercises 123

Help Scout

DECEMBER 5, 2018

Calculating the return on investment (ROI) of a new tool can be tricky. This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. The ROI of customer support isn’t always directly tied to sales. Provide valuable data.

ROI 40

ROI Self Service Software Return on Investment 40

Lumoa

APRIL 24, 2018

can support achieving business goals (ROI) and grow or communicate the value that is accrued by a brand due to nurturing a relationship (ROR, Return on Relationship). When leaders overfocus on the score, NPS can become a frustrating corporate goal setting exercise. You risk completely overlooking the People.

System 317

System Effort Score NPS Net Promoter Score 317

Talkdesk

JUNE 2, 2016

TIEN : In dealing with competitors, from a customer standpoint, it becomes a customer segmentation exercise. The post The ROI of Investing in Your Customers appeared first on Talkdesk. The customer wants us to earn their business every day. Miscellaneous Insights. Look at the market map. What are the competitor’s segments?

ROI 40

ROI Exercises Video Customer Success 40

DCX

JANUARY 7, 2025

7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful. Let me know if you have any questions or need any further assistance. Join the global community of 1,000+ CX trailblazers!

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52