InMoment XI

NOVEMBER 21, 2013

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. View Article.

ROI 150

ROI Voice of Customer Financial Measurement 150

InMoment XI

NOVEMBER 21, 2013

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. View Article

ROI 150

ROI Voice of Customer Financial Measurement 150

InMoment XI

NOVEMBER 21, 2013

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. View Article

ROI 150

ROI Voice of Customer Financial Measurement 150

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. These insights shouldnt lead to better performance only in the contact center, though.

Contact Center 130

Contact Center Management Strategy Call Center 130

GetFeedback

MAY 9, 2019

Voice of the Customer (VoC): A Voice of the Customer (VoC) program , also known as customer voice and Voice of Customer , captures, analyzes and reports on all feedback (expectations, likes, and dislikes of your customers) associated with your brand.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

CX Journey

OCTOBER 14, 2014

The format of the discussion was again to cover some "starter" topics for those who are early in the stages of their customer experience journey and needed some basic "how-tos" to get started, followed by some more advanced questions for those who are well underway and might want to energize their current efforts.

Metrics 177

Metrics Customer Experience Voice of Customer Measurement 177

InMoment XI

MAY 1, 2013

We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that.

ROI 150

ROI Voice of Customer Financial Measurement 150

InMoment XI

MAY 1, 2013

We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that.

ROI 150

ROI Voice of Customer Financial Measurement 150

InMoment XI

MAY 1, 2013

We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that.

ROI 150

ROI Voice of Customer Financial Measurement 150

Lumoa

FEBRUARY 6, 2018

Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs. Another is silos – unless there’s perfect collaboration they lead to inconsistent or competing objectives, marketing, service and measurement.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

CX Journey

JULY 10, 2014

You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures. Then close the loop on your own change management process: track and measure your efforts in order to maintain a continuous improvement cycle. I know it''s not.

Data 177

Data Customer Experience Customer Journeys Analysis 177

Second to None

MARCH 29, 2019

The return on CX is measured as such: ROI= (Returns from Investment) – (Cost of Investment) / (Cost of Investment) x 100. Choosing a CX Metric to Measure. We have listed the top ten in a previous blog ; net promoter score, customer satisfaction, and customer effort score are all commonly used measurements to name a few.

ROI 86

ROI Measurement Effort Score Net Promoter Score 86

Customer Bliss

JUNE 6, 2018

In the first 6 months of his role, Eric focused on the following: Fixing the measurement program in order to capture the VoC in the right way with the right level of understanding. Then, he spent time gathering customer feedback from call centers, social media, etc. About Eric Smuda.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Second to None

AUGUST 16, 2018

Creating an excellent Customer Experience has become a major differentiator across most industries, but is especially impactful in the financial services space. Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. appeared first on Second To None.

Financial 59

Financial Measurement Brands Self Service 59

CloudCherry

DECEMBER 1, 2018

Customer experience requires department silos to be broken down to include the marketing, sales and product functions. Customer experience involves everyone’s voice. To improve the customer experience, organizations must embrace a wide variety of perspectives. Customer experience requires predictive, integrated analytics.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

ijgolding

NOVEMBER 13, 2018

Ultimately, establishing the Voice of Customer in your client base will help you leverage positive reviews and organic word-of-mouth, which will help you grow your business. B2B accounts can be worth millions for some businesses, so questions and answers have to provide measurable value at the end. My book, ‘Customer What? –

B2B 185

B2B B2C Automotive Retail 185

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Lumoa

NOVEMBER 7, 2022

By the time the survey has been sent out, responded to, and analyzed, customers have already moved on to the next big thing. In 2021, companies will need to focus on measuring the CX at each touchpoint along the customer journey. Linking CX initiatives to financial growth is crucial – just like in any other department.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. What are you doing with it?

Metrics 195

Metrics NPS Infographics Effort Score 195

Thematic

OCTOBER 7, 2024

Skip straight to the 8 steps to build a Voice of Customer strategy. What is a Voice of Customer Strategy? A Voice of Customer (VoC) strategy is the process of gathering customer feedback and using that information to shape future decisions. What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

Thematic

SEPTEMBER 24, 2024

That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth. What is Voice of Customer (VoC) Analytics? And that benefits the bottom line.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

AUGUST 29, 2024

According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. Voice of Customer (VoC) is all about tuning into what your customers really think.

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

CX Journey

AUGUST 5, 2014

financial services firm''s customers (those enrolled in their CRM program). They had a control group and a test group, the latter of which participated in a 10-to-12-minute customer satisfaction survey conducted by phone. this research was limited to highly satisfied customers of a single firm in one industry.

Survey 155

Survey Feedback Customer Satisfaction Groups 155

CloudCherry

OCTOBER 30, 2018

Customer experience requires department silos to be broken down to include the marketing, sales and product functions. Customer experience involves everyone’s voice. To improve the customer experience, organizations must embrace a wide variety of perspectives. Customer experience requires predictive, integrated analytics.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Customer Bliss

JULY 29, 2021

But honoring the customer as the asset also should come from measuring, “Are they responding with their feet, in terms of staying longer? ” So one of the things I encourage you to do is customer math. Leadership Bravery earns and builds the kind of company that builds human and financial prosperity.

Leadership 185

Leadership Airlines Customers Measurement 185

Thematic

MARCH 20, 2025

Who needs access to insights—product teams, marketing, customer service, leadership? Set measurable goals. Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Example: If your goal is to reduce support tickets, track customer complaints and resolution times to measure success.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. And the engine represents CXM measurement. Assailing Customer Experience Assumption Silos.

Voice of Customer 48

Voice of Customer Customer Experience Sports Customer Experience Management 48

InMoment XI

SEPTEMBER 25, 2024

InMoment’s core AI-based NLP engine, provides low-latency text mining and analytics that process five or more tweets every second, expediting evolve24’s time-to-value for their customers. The result is a data-driven voice of customer program that can help win contracts and build airports that better serve stakeholders and travelers alike. “As

Data 195

Data Social Media Net Promoter Score Analysis 195

Storyminers

MAY 21, 2020

Marketing, HR, CX, many are all driven by this emphasis on financial returns. So they’re putting in tool, systems and approaches that yield short-term benefits that can be measured. But not all the benefits you need for sustainable growth can be measured. That costs money. It’s not balanced.

Culture 147

Culture Voice of Customer Fashion Strategy 147

CX Journey

DECEMBER 11, 2014

Before a B2B company actually bases any decisions and actions on overall Recommend scores, there are so many other insights lurking in the background that are indicators of how strong customer relationships really are and whether there should be concern over churn rates. B2B metrics voice of customer'

Metrics 155

Metrics B2B Effort Score Voice of Customer 155

Second to None

AUGUST 28, 2018

Reporting is an often-overlooked aspect of a mystery shopping , voice of customer survey or other CX research program. In these cases, the amount of extra time, in addition to the original financial investment of implementing the program, can be costly and deeply impact the perceived success of the program.

Report 59

Report Measurement Voice of Customer Leadership 59

Second to None

MAY 15, 2018

How to measure brand equity? It’s clear that brand equity is an elusive concept which is hard to measure, but this doesn’t mean that it’s impossible. On the other hand, business owners who want to sell their brand are, logically, more interested in financial metrics. The post What Is Brand Equity and How to Measure It?

Measurement 59

Measurement Brands How To Social Media 59

Seaton CX

AUGUST 17, 2023

With NPS survey response rates dropping into the single digits and customers who outright lie on them—or exhibit a “selective memory” when recalling facts and details—can you really expect to measure the customer experience? Yes, absolutely—if you know what to measure. Did the customer pay the bill?

Customer Journeys 52

Customer Journeys Measurement Customer Experience How To 52

SurveySensum

AUGUST 30, 2024

In an industry where trust is paramount and multiple products and channels, providing an exceptional customer experience that establishes trust and creates a seamless experience across all channels is crucial to retaining customers and fostering financial success. Why is CX so Important in Financial Services?

Customer Experience Management 52

Customer Experience Management Financial Self Service Strategy 52

Customer Bliss

APRIL 24, 2018

They developed customer obsession priorities to understand how these actions can be tied to financial success. Amanda shares how she was able to operationalize customer obsession priorities with HR and the C-Suite: Hold people accountable for work and projects that they influence. About Amanda Sachs.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Chattermill

AUGUST 6, 2019

How To Drive Action With Your Voice of Customer Program. Voice of the Customer. We believe the fuel that powers the world's most exceptional products is customer experience. To drive progress and build a better experience for your customers, they need a seat at the table. Voice of Customer.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40