ClearAction

JANUARY 20, 2020

Only a percentage of your customer base completes a survey, and only a percentage are Detractors. For ROI to be generated by your whole customer base, close the loop with your whole customer base. Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

CX University

JANUARY 20, 2021

Readings, videos, and interactive engagement exercises rounded out a well-designed study program. This exercise is not necessarily an approach that will work for everyone, so I will try to provide a few guidelines for confident preparation: Many thought leaders have different approaches. There was something for every learning style.

Study 52

Study Exercises Fashion Guidelines 52

Thematic

MARCH 27, 2023

As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. The question of “Why is it important to mature your programme?”

Tips 71

Tips Customer Centricity Feedback Social Media 71

ClearAction

FEBRUARY 26, 2015

"5 why's"), motivate action planning and follow-through, and set the stage for closed-loop communication with customers. Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation. Increasing Customer Focus in Voice of the Customer for Business Results.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), As companies become more customer centric, it’s important to measure the impact of the service recovery initiative.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ChurnZero

FEBRUARY 26, 2021

Generally, the [CSM’s] sentiment is ‘I don’t want to ask my customers for another favor. To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. It’s a huge [customer] lifecycle,” says Matt.

Customer Success 59

Customer Success Company Management Roadmap 59

Seaton CX

MAY 16, 2024

Work with the core team to develop business cases that show a forecasted return-on-investment (ROI). This collaboration should focus on concrete changes that can significantly impact the customer experience and the organization’s bottom line—growing revenue or reducing expenses by better serving the needs of your customers.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Customer Alignment

JANUARY 21, 2018

Leveraging financial and customer data that is now readily available, companies can better correlate and predict ROI and customer (lifetime) value. One of the feeds into customer value can be Net Promoter Score (nps) which, In the absence of a better indicator, has become the proxy for customer experience success.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

RapportBoost

DECEMBER 10, 2018

So, you probably have to start for every customer who complains than 26 customers who don’t say anything and I know I have had it mentioned, as many as 96% of unhappy customers don’t say a word, they just leave. But at the same time, it is like the real ROI gain as well.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40