InMoment XI

NOVEMBER 2, 2021

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). For example, America’s largest cable and home internet provider leverages VoC technology in their regional customer care centers (and are able to prove millions in CX ROI).

ROI 195

ROI Customer Retention Infographics eBook 195

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. If the ROI doesn’t justify the time, cost, and resources required to develop the feature, it might be better to focus on other initiatives. Would a workaround or alternative solution better suit the customer?

Feedback 509

Feedback ROI Innovation B2B 509

Experience Matters

DECEMBER 28, 2017

As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. The topics covered a number of areas, including: Best practices Industry benchmark data Competency & maturity assessments Business impact & ROI Next year should be even Read More. I’m very proud of what our team accomplished.

Groups 175

Groups ROI Study Survey 175

Experience Matters

OCTOBER 6, 2014

In honor of Customer Experience Day, Temkin Group created its second annual “The State of Customer Experience” infographic. Here are links to the research referenced in this infographic: ROI of Customer Experience, 2014. 4 CX Core Competencies Customer experience Infographic ROI of Customer Experience'

Infographics 333

Infographics Net Promoter Score Customer Experience ROI 333

Experience Investigators by 360Connext

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. Key Metrics and Steps to Consider for Measuring ROI 1. CEM is no different, but tracking metrics alone is not a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ECXO

MARCH 6, 2025

This group regularly reviews customer experience metrics and initiative outcomes, reinforcing cross-functional accountability. 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.

B2B 339

B2B Customer Journeys How To Effort Score 339

GetFeedback

DECEMBER 2, 2019

Use other business knowledge to find the ROI of your CSAT initiatives. 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. . Here’s another example on how to calculate ROI with this information. Prove the ROI of CSAT with consistency.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

BlueOcean

NOVEMBER 11, 2024

In one example, we enhanced tracking and introduced customer experience automation to a group of high-touch customers. In another example, we removed the manual intervention steps and automated the processing for a group of parts previously restricted. This resulted in a time savings of 22 hours per month.

Case Study 177

Case Study Study Contact Center ROI 177

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

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

Northridge Group

MARCH 11, 2025

Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer experience (CX) Increase efficiency and profitability The Challenge A major healthcare provider needed to refine its customer service coaching program to improve Average Handle Time (..)

Healthcare 52

Healthcare ROI Net Promoter Score Average Handle Time 52

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer personas represent customers in groups of shared attributes. Personas help you envision real peoples thoughts, feelings, and preferences so you address every groups unique needs as you execute your strategy. Personas are powerful tools, so dont be afraid to experiment with how you track behaviors and create these groups.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

inQuba

OCTOBER 22, 2024

To give you a sense of the ROI, consider the following case studies: Journey Orchestration ROIs The client is a leading financial service provider and offers truly unique solutions to the market. We have an excellent relationship with them and they are enjoying really great ROI.

ROI 52

ROI Customer Journeys Case Study Financial 52

C3Centricity

JANUARY 25, 2025

As Laurie Buczek, Group Vice President, Executives Insights and Leadership Services at IDC said when launching their latest FutureScape report: Marketings future is represented by AI-fueled transformation. .” According to Adobe’s 2024 Digital Trends Report, this approach captures only 25% of potential ROI.

Marketing 156

Marketing Strategy How To Analytics 156

Northridge Group

MARCH 4, 2025

They learned of our […] The post Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI first appeared on Northridge Group. The client needed to revamp its existing coaching program to improve AHT (Average handle time) and NPS (Net promoter score).

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

BlueOcean

OCTOBER 21, 2024

The LTV calculation can play an important role in determining the ROI of your customer care team and specifically, the customer save team. Many experts cite the Pareto Principle: 80% of outcomes result from 20% of causes; namely, 80% of value generation stems from a core group of existing customers.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. 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 Net Promoter Score Customer Experience 120

Experience Matters

SEPTEMBER 29, 2014

In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. I applaud McDonald’s for the move.

Customer Connectedness 264

Customer Connectedness ROI Employee Engagement Brand Values 264

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. ” Step 8: Identify how to measure the ROI of your service. Business acumen.

Handbook 275

Handbook Marketing ROI Social Media 275

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. Emotion is a significant blind spot for most organizations.

ROI 288

ROI Consumers Measurement Metrics 288

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

InMoment XI

NOVEMBER 26, 2024

Sharing the customer journey map in these groups will help you verify its accuracy and identify anything that needs to be fixed. Regardless, here are some challenges of customer journey mapping to be aware of: Delayed ROI Although the use of customer journey mapping is growing, few organizations have had them in use for extended periods.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

DECEMBER 6, 2022

A: ​We hold best practice and networking sessions in each region with small groups of franchisees to discuss CX best practice and to show our main pain points and how to implement simple procedures to improve these. Q: Please share more on how you managed to show a clear link between CX improvement and ROI or sales improvement?

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

Calabrio

MARCH 25, 2025

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. Determine Budget and ROI: Pricing Model: Understand the software’s pricing structure and consider your budget.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

JANUARY 22, 2025

Proving ROI for Local SEO Efforts Its just good common sense that improving an individual stores search visibility in maps and elsewhere will improve foot traffic to that store. Reporting and analytics: Access robust information on local SEO performance and ROI to justify efforts and investments and fuel optimization.

How To 195

How To Social Media Software ROI 195

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

Alida

NOVEMBER 25, 2016

This raises the question: What is the ROI of customer intelligence and how do you measure it? Others use feedback to help advertising partners prove campaign ROI, which strengthens partnerships and increases ad sales. Some brands, for instance, use insight communities to offer research services and data to clients and partners.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Experience Matters

FEBRUARY 8, 2018

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership.

Infographics 205

Infographics Leadership ROI Groups 205

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

ECXO

DECEMBER 25, 2024

Example Action: Use analytics tools to link CSAT improvements to revenue growth, demonstrating CXs ROI. Build a Community Around Your Brand What to Do: Foster customer communities through forums, social media groups, or exclusive events. Encourage user-generated content and peer-to-peer interactions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

DECEMBER 22, 2022

Check out some more ideas on identifying and executing ROI opportunities in this Solve for X video. Whether it’s reducing costs, avoiding customer churn, acquiring new customers, or something else—voice of customer programs will help you get there. Listening to the Voice of Customer Examples.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

Vonage

APRIL 25, 2019

And although they should love engaging with customers, if the social customer care team sits within a customer service or operations group, it is likely going to be held to certain cost standards that will limit the extent to which increasing service inquiries is possible.

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

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

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