InMoment XI

NOVEMBER 2, 2021

Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. Four Ways to Prove CX ROI (and Assets That Show You How). Look no further! Let’s dive in!

ROI 195

ROI Customer Retention Infographics eBook 195

Experience Matters

NOVEMBER 6, 2017

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. Despite these benefits, few organizations have actually built a strong metrics program. In this report, we provide a blueprint that organizations can follow to create an actionable CX metrics program.

Metrics 202

Metrics Report Groups Measurement 202

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Metrics 185

Metrics Report Groups Study 185

GetFeedback

DECEMBER 2, 2019

Use other business knowledge to find the ROI of your CSAT initiatives. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Experience Matters

NOVEMBER 6, 2017

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. Despite these benefits, few organizations have actually built a strong metrics program. In this report, we provide a blueprint that organizations can follow to create an actionable CX metrics program.

Metrics 368

Metrics Report Groups Measurement 368

BlueOcean

OCTOBER 21, 2024

While companies are increasingly tracking customer lifetime value (LTV), the accuracy of the key metric still often falls short. The LTV calculation can play an important role in determining the ROI of your customer care team and specifically, the customer save team.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

C3Centricity

APRIL 2, 2018

But in order to become this new business decision support group, new skills are required. A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. Lack of alignment on important metrics. Brand image and brand equity metrics.

Handbook 275

Handbook Marketing ROI Social Media 275

InMoment XI

NOVEMBER 4, 2021

To flesh these core groups out, try analyzing the trends in your market from both global, regional, and local perspectives. Just because developing a strategic plan is step one doesn’t mean you’ll never have to revisit that strategy down the road. Your plan will need to continuously adapt according to several factors.

ROI 397

ROI Leadership Industry Customer Experience 397

Experience Matters

DECEMBER 1, 2014

In the Temkin Group report State of CX Metrics, 2013 , we found that only 11% of large companies feel that they do a very good job of measuring customers’ emotional responses. In a previous post, I defined the three elements of an experience: Success, Effort, and Emotion.

ROI 288

ROI Consumers Measurement Metrics 288

InMoment XI

NOVEMBER 26, 2024

Step 5: Understand Customer Sentiment While customer sentiment is usually a metric reserved for consumers who have already become customers, it can be useful in creating a customer journey map. Sharing the customer journey map in these groups will help you verify its accuracy and identify anything that needs to be fixed.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

JANUARY 22, 2025

Geolocated insights can reveal patterns and regional trends that could allow a multi-location business to tailor strategies for regions, groups, and even specific locations. InMoments Ask Tool (a paid add-on) is incredibly easy to set up, providing deeper insights and massive ROI. But integration is better.

Management 195

Management Multi-Channel Effort Score Social Media 195

ECXO

DECEMBER 25, 2024

Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES). Correlate these metrics with business KPIs like revenue growth, churn rate, and customer lifetime value (CLV). Encourage user-generated content and peer-to-peer interactions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 7, 2024

Segmentation Segmentation in customer experience automation leverages customer data to group customers by behavior, preferences, or demographics. Customer segments help you organize your customers into meaningful groups for targeted interactions. This enables more relevant and targeted communication. References Salesforce.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Experience Matters

OCTOBER 24, 2016

We published a Temkin Group report, ROI of Customer Experience, 2016. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S.

ROI 120

ROI Report Customer Experience Groups 120

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Metrics 120

Metrics Report Groups Study 120

Calabrio

MARCH 25, 2025

Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES. Types of Voice of the Customer Data Direct Feedback: This includes data gathered directly from customers through surveys (NPS, CSAT, CES), feedback forms, interviews, and focus groups.

Software 130

Software Customer Journeys Tools Contact Center 130

Customers Rock!

JANUARY 24, 2012

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. On occasion, we see true ROI calculated from social media initiatives.

Social Media 207

Social Media Measurement ROI Advertising 207

CloudCherry

MARCH 28, 2019

Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? In the past, CX professionals have had to rely on proxy metrics like NPS and CSAT to show their impact on the business. Think about the business insights you’re getting from your CEM today.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Regardless of your company size, there must be a cross-functional group of leaders assigned the task to ensure your CX program is implemented properly.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

InMoment XI

OCTOBER 4, 2024

Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors. If you notice a group of customers received discount codes that didn’t work, you can group them together resolve the issue in order to prevent customer churn. Porch Group Media.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Optimove

OCTOBER 22, 2024

Factors that impact deliverability include sender reputation, list hygiene, and engagement metrics. Mastering deliverability boosts inbox placement, maximizes campaign ROI, and strengthens sender reputation, especially during the high-stakes holiday season. 5% bounced due to invalid or unknown addresses. 52% ignored the email entirely.

Return on Investment 69

Return on Investment ROI Metrics Engagement 69

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

SuiteCX

JUNE 15, 2017

Customers do not react well to being told “you cannot join this brilliant reward program because we need a control group and you’re in it”. Self-selection bias makes program ROI measurement difficult, but it does not invalidate offering a program. Where will I get the best ROI from directing marketing resources?

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Customers do not react well to being told “you cannot join this brilliant reward program because we need a control group and you’re in it”. Self-selection bias makes program ROI measurement difficult, but it does not invalidate offering a program. Where will I get the best ROI from directing marketing resources?

ROI 100

ROI Measurement Marketing Loyalty Programs 100

ECXO

JUNE 11, 2023

Which metrics should you use to track to measure performance and demonstrate ROI? Choose the right metrics to measure success – measuring success through analytics will help you identify areas where you can improve the experience. What do you want to achieve? How do customers experience your brand – across touchpoints?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Therefore, it’s lagging.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. I have a whole post that looks into this relationship in more detail.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

GetFeedback

MAY 13, 2019

Meetings happen every day in which a group of subject matter experts gathers to make design decisions, develop release schedules, or prioritize product changes. There are tools that can group and perform sentiment analysis on social media posts, leading you to both the good and the bad perceptions of your offering.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Temkin Group is not responsible for the accuracy of this content. Congratulations to this year’s winners: Confirmit. Clarabridge. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

InMoment XI

SEPTEMBER 5, 2024

If you want to see how much revenue InMoment can deliver for you with Voice of Customer surveys, check out our ROI calculator ! Cost reduction: Focusing on cost-effectiveness by recognizing where you can reduce spending will help you increase profitability and prove ROI. What Metrics Should Be Measured Throughout the VoC Program?

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Thematic

MARCH 30, 2025

With four very different customer groups—shoppers, consumers, retailers, and advertisers—they were overwhelmed by fragmented feedback. But by centralizing customer feedback using AI-powered text analytics , they gained a clear picture of each group's needs and optimized the experience across the board.

Customer Insights 62

Customer Insights Data Analytics How To 62

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. Chris Neeson, Customer Experience Leader, Ohio Mutual Insurance Group. Workshops and training for both employees in general and for specific groups. More Types of Customer Experience ROI. Well, frankly, it’s easier to track metrics like “new sales.” That sounds like a tremendous ROI to me.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

C3Centricity

AUGUST 17, 2020

With so much information available today, marketing is being challenged to demonstrate its ROI. However, an analysis run by IBM on research carried out in the UK last year by the Callcredit Information Group gives a different reason. Their image was of a group of women who spent their days on the phone talking to other women!

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

InMoment XI

OCTOBER 18, 2023

These systems should drive tangible short- and long-term return on investment (ROI) that build an ROI-focused experience programme. Understanding this specific group and their preferences allows you to tailor your CX initiatives with precision. Everyone in your organisation needs to see the clear value of investing in CX.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

System 317

System Effort Score NPS Net Promoter Score 317

Comm100

DECEMBER 14, 2017

This can be done using surveys, questionnaires and focus groups, for example. Once a specific area for improvement has been identified, it’s crucial to get all the relevant teams and groups aligned and on the same page. Clearly defined metrics need to be selected upfront to ensure that the measurement is relevant.

Customer Experience 291

Customer Experience Strategy How To Effort Score 291

Experience Matters

OCTOBER 5, 2016

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic.

Infographics 328

Infographics Customer Experience Groups Customers 328