InMoment XI

NOVEMBER 10, 2016

While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit. The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work.

Return on Investment 259

Return on Investment ROI Measurement Feedback 259

InMoment XI

AUGUST 3, 2022

InMoment’s reports—that integrate performance audits and guest experience data—created priorities tied to the greatest return on investment. By sending pertinent data to decision makers, InMoment was able to help the QSR chain foster an environment of growth within the organization. But, priorities aren’t chosen solely from data.

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

ShepHyken

OCTOBER 28, 2024

How does the implementation of AI tools impact companies’ return on investment? Why is empathy important in customer service interactions, and how can AI complement this human trait? How does generative AI reduce labor costs in contact centers while maintaining human involvement?

Contact Center 90

Contact Center Self Service Return on Investment Knowledge Base 90

Calabrio

FEBRUARY 25, 2025

Brands should consider outsourcing contact centre technology services to alleviate the strain on resources and allow a team of experts to help maximise return on investment. And while there is generally a stigma around the word outsourcing, it doesnt have to be that way.

Analytics 130

Analytics Management Return on Investment Resources 130

InMoment XI

MARCH 14, 2022

approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. Because experiences don’t need to be managed or measured , they need to be improved. The truth is that monitoring services and D.I.Y.

Return on Investment 370

Return on Investment ROI Technology Meeting 370

InMoment XI

MAY 3, 2022

Executives in insurance companies have a specific language they speak—and communicating with them effectively is the best way you can prove Return on Investment (ROI). Tip #3: Remember, CX Data Is for Proving ROI. The CX data on its own isn’t enough, you need to translate numbers and comments into meaning.

Insurance 370

Insurance Tips Data Return on Investment 370

InMoment XI

JUNE 7, 2022

But with InMoment’s social listening solution’s ability to effectively filter out actionale, relevant data, these two companies were able to see incredible return on investment. But the problem with so much data is that it is difficult to find the signal through the noise and filter out the insights that will really make a difference.

Company 369

Company Social Media Return on Investment Travel 369

C3Centricity

APRIL 23, 2024

Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.

ROI 296

ROI Marketing Social Media How To 296

C3Centricity

APRIL 9, 2024

Rational Decision-Making: Decisions are driven by logic, return on investment (ROI), and efficiency gains, requiring marketers to focus on the value proposition and detailed product information. B2B decisions are driven by logic and ROI.

B2C 296

B2C B2B Strategy Marketing 296

InMoment XI

OCTOBER 4, 2023

However, your initiatives should all be measured with a financial lens to enable you to track your return on investment. (For those of you who know me, you know I can’t resist a running analogy.) And – spoiler alert – all these successful actions will make customers happier and raise your scores.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

ECXO

JULY 10, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments. Customer Lifetime Value (CLV) : Estimates long-term revenue potential from a customer. Revenue Growth : Tracks growth attributed to customer experience initiatives.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

DECEMBER 13, 2022

When we manage client programs at InMoment, return on investment (ROI) is always top of mind. My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand.

ROI 370

ROI Call Center Return on Investment Measurement 370

InMoment XI

DECEMBER 5, 2024

Fill out the calculator below to see the return on investment you could get from utilizing InMoment’s reputation management tools: Calculate your business’s ROI using InMoment’s reputation management tools. This information helps you outrank competitors and enhance your online presence without increasing ad spend.

Management 195

Management Social Media Financial Banking 195

ShepHyken

NOVEMBER 12, 2024

But let’s assume the advisor is smart, the advice is sound, and the return on investment meets expectations. The most obvious reason might be that the financial advisor gave bad advice, and the client lost money. Even with all of that, why would a client leave? The answer wasn’t as obvious. I did further research to confirm.

Return on Investment 101

Return on Investment Financial Customer Service Training Customers 101

InMoment XI

AUGUST 18, 2022

If you are looking to unlock a true return on investment in your experience program, you need to go beyond sending and collecting surveys. In fact, research shows that 30% of businesses reported having budget related issues to their CX programs.

ROI 418

ROI Customer Experience Effort Score Financial 418

InMoment XI

JANUARY 27, 2025

These are the moments where customer experience and sales intersect, and where the call center can start delivering serious returns on investment. When they express frustration with a service limitation, the agent can offer a premium tier. million voice transcripts, 574,000 web chat transcripts, and 100,000 survey responses.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

ECXO

AUGUST 2, 2023

With marketing budgets expected to feel the squeeze as companies try to cut costs in 2023, marketers will have to prove an actual return on investment to their businesses and facilitate more effective marketing to convince customers to buy. Our partnership could not come at a more pivotal time.

Consumers 296

Consumers Industry Telecommunications Return on Investment 296

ShepHyken

DECEMBER 2, 2024

Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative. Edwin Margulies developed an 8-step process to help businesses tackle CX improvements: Teaming and Goal-Setting: Understand the corporate goals and ensure that your CX goals are aligned with them.

Customer Experience 79

Customer Experience Return on Investment Policies Customers 79

InMoment XI

APRIL 11, 2018

Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX. These maturity models do provide value, but too often they are based on a CX firm’s experience, rather.

Return on Investment 170

Return on Investment Marketing Company 170

InMoment XI

DECEMBER 1, 2022

approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. Because experiences don’t need to be managed or measured , they need to be improved. The truth is that monitoring services and D.I.Y.

Self Service 370

Self Service Analytics Automotive ROI 370

eglobalis

SEPTEMBER 28, 2024

Some dealerships seem to focus only on return on investment (ROI), missing the broader concept of value exchange with customers. Bear in mind that it is very difficult to penetrate the German automotive market. However, to grow further, it’s critical that dealers understand Toyota’s global strengths in customer experience.

Automotive 449

Automotive Loyalty System Return on Investment 449

BlueOcean

MARCH 3, 2025

Achieving Best Total Value Return on investment is crucial, but its measurement isnt always tangible. We need to know that well do an amazing job together. That takes careful organizational and cultural alignment , and if its missing, we have to know at what point to withdraw.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

eglobalis

JULY 2, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. Revenue Growth: Tracks growth directly attributed to customer experience initiatives. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 435

NPS Feedback Net Promoter Score B2C 435

Lumoa

JULY 10, 2018

If the switching barriers are high, the customer experience investments don’t necessarily pay off. Because of the different switching barriers, the customer experience investments typically lead to highest return on investment in industries such as hospitality, retail and consumer products.

ROI 284

ROI Customer Experience NPS Financial 284

C3Centricity

JUNE 8, 2020

There has been a lot of discussion in the past few years about the need to move from a return on investment to a return on relationships. During my presentation, I shared many ideas; here are a few of the points I covered: #1. From ROI / ROR to ROE.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

InMoment XI

APRIL 20, 2018

Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX. These maturity models do provide value, but too often they are based on a CX firm’s experience, rather.

Return on Investment 150

Return on Investment Marketing Company 150

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. What may seem simple to a customer often has hidden complexities that make it unworkable or too costly to implement. Would a workaround or alternative solution better suit the customer? Will it open new market opportunities?

Feedback 496

Feedback ROI Innovation B2B 496

GetFeedback

APRIL 16, 2019

Actions speak louder than words, especially when it comes to key metrics like conversion rates and returns on investment. And remember that the feedback you receive is only any good if you act upon it. Editor’s Note: This article reflects the opinion of our guest author. About the guest author.

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

InMoment XI

JULY 7, 2022

If customers are continuing to purchase from your company, you are going to see a return on investment for what you put into improving your brand equity. When customers trust your brand, they are more likely to make future purchases from your companies. Brand equity isn’t something that will leave your company without visible results.

Brands 369

Brands How To ROI Social Media 369

CX Accelerator

JANUARY 11, 2021

EX, CX, and return on investment all in one simple act! "I loved his policy of paying people $1,000 to leave after a few weeks at the job. It showed respect for the unhappy/unfit employee, for the other employees (colleagues), for the customer, and for the company. An innovative mindset.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Optimove

DECEMBER 31, 2024

Being on top of these customer engagement trends in the new year will position marketers as leaders in customer engagement, enabling them to enhance loyalty, boost customer lifetime value (CLTV), and maximize return on investment (ROI). For more insights on customer engagement, contact us to request a demo.

Customer Engagement 69

Customer Engagement Trends Engagement Loyalty Programs 69

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Using before and after data, A/B tests, and pilot programs can clearly show return on investment. It’s time to make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Win the Customer

JANUARY 2, 2025

Product managers must define and track new metrics, such as AI model accuracy, customer satisfaction with AI interactions, and the return on investment (ROI) of AI-powered CX solutions. Measuring & Optimizing AI-Powered CX: Defining New Metrics: Traditional CX metrics may not fully capture the impact of AI-powered initiatives.

Management 59

Management Return on Investment Roadmap Metrics 59