Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. 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.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

GetFeedback

MARCH 21, 2019

So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. Now, how do you use your NPS data to actually make your customers’ experience better?

Customer Journeys 186

Customer Journeys NPS Net Promoter Score Data 186

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. And they also answered a few questions from CX professionals throughout the presentation. What are you doing with it?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

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. is necessary to present customers with a coherent experience. Instead, frame CX initiatives in terms of ROI as well as Lynn Hunsaker often writes about.

B2B 339

B2B Customer Journeys How To Effort Score 339

DCX

DECEMBER 31, 2024

Build skills that lead to measurable outcomes—whether it’s nailing a presentation, impressing your team, or leveling up your career. Show Me the Money: Proving ROI from Your CX Initiatives You know the drill. Let’s talk about why proving ROI feels so painful—and, more importantly, how you can make it easier.

ROI 52

ROI Self Service Leadership Metrics 52

Experience Investigators by 360Connext

JANUARY 7, 2025

I often hear about common goals like: Improve Net Promoter Score (NPS) Reduce customer churn Increase customer lifetime value The Experience Investigators team uses SMIRC goals for CX : Social, measurable, inspiring, relevant, and contextual. My client had just returned from a presentation to her executive committee.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Horizon CX

MARCH 1, 2021

Compelling Arguments for Justifying CX Programs – the Dreaded ROI Question. And although few disagree that customer satisfaction, value, and loyalty are necessary for any successful business, there is an agreement that there are indeed ways to put an ROI value on a CX program. And furthermore, how can a CX program be justified?

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

CX Journey

JUNE 23, 2016

Have you been able to prove the ROI of focusing on the customer experience to your executives? What's the ROI? If you're faced with this challenge, you're probably wondering how you'll ever be able to answer the seemingly elusive ROI question. Segment customers by type, age, NPS segment, etc. What's in it for us?

ROI 109

ROI Customer Experience First Call Resolution Call Center 109

Customer Bliss

OCTOBER 3, 2017

In his role as Head of Customer Experience he lead the team that complete the NPS turnaround (From laggard to lead NPS among telcos) while reducing -46% the number of calls, -75% number of customer complaints and -65% refunds to customers. Understanding Quick ROI. That’s 197, 260 per day.) The Pay It Forward Question.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership?

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

AskNicely

SEPTEMBER 25, 2018

The Case for Executive Buy-in For an Advanced NPS Program. While it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program. Get The NPS Benchmark Study.

Net Promoter Score 150

Net Promoter Score Customer Success NPS Culture 150

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. We know that choosing the right NPS software can be overwhelming, with so many options out there. Why is it important?

NPS 100

NPS B2B Software Net Promoter Score 100

GetFeedback

JULY 19, 2019

Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers. Net Promoter Score (NPS). This number (a percentage) is what you track as your overall NPS.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? In this post, I’ll provide a detailed look at how to improve NPS.

NPS 79

NPS Strategy Net Promoter Score How To 79

BlueOcean

JANUARY 9, 2018

Here’s why: out of all available contact center tools, AI and chatbots are expected to gain the 3 rd highest ROI, after website capabilities and mobile applications. At Blue Ocean, we are no stranger to the challenges this presents. Ultimately, however, the ROI on AI in the contact center will be a massive motivator.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. The ROI of some customer experience initiatives can take 6, 12 or 24 months to come to surface. Investing to improve your contact centres training program isn’t so attractive but will pay a higher ROI.

Customer Focused 167

Customer Focused Customer Centricity ROI eBook 167

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics.

Customer Insights 62

Customer Insights Data Analytics How To 62

Lumoa

SEPTEMBER 8, 2021

” Yes, multiple-choice and Likert scale questions are easier to turn into fancy graphs for presentations, but they don’t allow the customer to express their genuine feedback. Illustrating the return on investment (ROI) of your CX program is no different than showing the value of any other program in your business.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

Retently

NOVEMBER 27, 2024

According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. If tracking behavior is about understanding the present, predictive analytics is about planning for the future. The best part?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. With three questions now included in the NPS series, this is more often referred to as the Net Promoter System. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Key Metrics to Track Omnichannel Strategy Success Customer satisfaction drives omnichannel strategies and influences the sales, revenue, and ROI of marketing campaigns. NPS uses a single-question survey with a scale of 1-10. Customer Satisfaction Score – CSAT 3.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . CX shouldn’t ever be measured by one metric alone. Free CSAT Calculator.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Beyond Philosophy

FEBRUARY 10, 2020

However, business is also all about return on investment (ROI). An example I use many times in my presentations is our work with Maersk Line. They enlisted our global Customer Experience consultancy to improve their Net Promoter Scoreâ (NPS)* by 40 points over 30 months, which led to a 10 percent rise in shipping volumes.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Kayako

JULY 6, 2017

What is the ROI on having a customer-driven company? Take examples of how greats like Apple are using small moments of surprise and delight to amp up their NPS in a huge way, and how you can do it too (without a multi-billion dollar budget). What metrics are most useful to present on, and what do they mean to the people around you?

Self Service 109

Self Service Handbook Customer Service Culture 109

Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. By focusing on VoC ROI, businesses can make data-driven decisions that enhance customer experience and drive business performance. In fact, research has shown that addressing complaints effectively can drive significant ROI.

ROI 62

ROI Net Promoter Score Return on Investment Analysis 62

InMoment XI

OCTOBER 9, 2024

Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks. Based on the NPS value, customers are categorized as detractors (1-6), passives (7 or 8), and promoters (9 or 10). NPS) How easy was it to track your shipment on our website?

Feedback 195

Feedback How To Social Media B2C 195

Thematic

MARCH 30, 2025

It improves your NPS and survey engagement. Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Calabrio

APRIL 11, 2025

Foster Cross-Functional Understanding Implement brief training sessions, job shadowing opportunities, or internal presentations that expose contact center agents to the goals, challenges, and processes of related departments (like Marketing, Sales, Product Development).

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Thematic

JUNE 17, 2024

They shared actionable insights on maximizing the return on investment (ROI) of VOC, moving beyond surface-level metrics to create real business impact. " The focus is moving away from merely improving customer sentiment metrics like NPS and CSAT to driving tangible business value and measurable outcomes.

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

inmoment

JULY 13, 2020

Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts. That way, it becomes easier for practitioners to link the two when presenting to the higher-ups.

ROI 52

ROI Net Promoter Score Effort Score Customer Experience 52

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. 1 These stark awakenings were presented by Adam Dorrell, CEO of CustomerGauge, at the San Francisco Monetize! 1 2018 NPS® & CX Benchmarks Report , CustomerGauge.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Comm100

DECEMBER 12, 2017

Their loyalty is also shaky, and they will leave when presented with a better offer. Quality management requires measurable and clear objectives that will be used to calculate ROI. When the company has to make budget cuts, the CX project whose ROI cannot be clearly measured will be the first to be dropped. Training Incentives.

Training 150

Training Customer Experience Customer Journeys How To 150

ChurnZero

MAY 11, 2021

Companies who monetize Customer Success, see higher Net Promoter Scores (NPS). – Stephen Fulkerson #customersuccess #tsia #tsiainteract #NPS pic.twitter.com/Aqn1wMh1u7. There’s room for improvement in the industry with measuring and presenting ROI to your customers . TSIA (@TSIACommunity) May 4, 2021. .

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

Horizon CX

JUNE 10, 2022

For example, I worked with an organization that developed a voice-of-the-customer (VoC) program with the primary objective of achieving a high Net Promoter Score (NPS). Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Thematic

FEBRUARY 27, 2024

When you're asked to prove ROI, that's often when things get tricky. Measuring the ROI of Customer Experience Improvements Beyond Gut Feeling: Sure, you might sense customers are happier after an upgrade. It typically includes four perspectives: • Financial: Traditional metrics like revenue, profit, and ROI.

ROI 62

ROI Report Customer Experience How To 62