GetFeedback

JULY 19, 2019

There is greater ROI when the holistic customer journey is the focus. surveys, website studies, or the number of customer service interactions on Twitter). In this article, I’ve talked about the fact that marketers feel overwhelmed by how much data is available to them, thus making ROI—or the path to ROI—a muddied one.

ROI 309

ROI How To Touchpoint Hotels 309

TechSee

JUNE 16, 2021

The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product return rates , and improving the overall customer experience. Without high levels of adoption of new technology, the company will not realize the ROI they were likely expecting.

ROI 251

ROI Case Study Strategy Wireless 251

eglobalis

APRIL 6, 2025

Use tools like ROI calculators and performance-based contracts to support the case. link] Case study: Building a customer-centric B2B organization. Truly effective value creation ensures that both parties winand this means going beyond technical features to focus on quantifiable improvements in the customers business.

Contact Center 272

Contact Center B2B Competitive Advantage Self Service 272

Lumoa

JULY 10, 2018

There are lot of research and studies about the relationship between financial metrics and customer experience metrics. The improved customer experience drives revenue growth Multiple studies have shown that the revenue growth is impacted by customer experience. I will first outline what is generally known. So let's get started.

ROI 284

ROI Customer Experience NPS Financial 284

ECXO

APRIL 29, 2024

he European Customer Experience Organization (ECXO) is excited to announce our second episode of the series — Fast-Track CX ROI with 3 Levels of CX Improvement featuring our distinguished guest Lynn Hunsaker, CCO at ClearAction Continuum. Learn how you can start seeing CX ROI in just one day. Discover a quicker method!

ROI 194

ROI Customer Journeys Innovation Training 194

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In addition, we share tools that will help you calculate the ROI of your own customer experience projects. There is a lot of research and studies about the relationship between financial metrics and customer experience metrics.

ROI 243

ROI Customer Experience NPS Financial 243

Experience Matters

OCTOBER 6, 2014

Here are links to the research referenced in this infographic: ROI of Customer Experience, 2014. Employee Engagement Benchmark Study, 2014. 4 CX Core Competencies Customer experience Infographic ROI of Customer Experience' Click here to download as a 18″ x 24″ poster (.pdf). The State of CX Management, 2014.

Infographics 333

Infographics Net Promoter Score Customer Experience ROI 333

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

eglobalis

JANUARY 20, 2025

A McKinsey study found that 70% of B2B customers identify reliability as the most critical component of their supplier relationships. Schneider Electric demonstrates this by pairing its pricing strategy with ROI calculators that showcase potential savings from its energy solutions.

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

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. . In one study , the strongest brand advocates spent 15% more than non-advocates. I’ve outlined an example here.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Many smart companies use NPS and CSAT studies to measure how well they’re meeting the needs and expectations of their customers.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

InMoment XI

NOVEMBER 16, 2023

This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst leveraging productivity studies and insights to make informed investment decisions. Listening to the voice of the customer and recognising their value emerged as a significant strategy.

Healthcare 447

Healthcare Culture Travel Study 447

C3Centricity

JANUARY 25, 2025

According to Adobe’s 2024 Digital Trends Report, this approach captures only 25% of potential ROI. In today’s rapid-fire digital environment, annual brand tracking studies are like using a sundial to time a sprint. Source ) The Fix: Consider how P&G transformed their approach.

Marketing 156

Marketing Strategy How To Analytics 156

BlueOcean

JULY 18, 2017

We’re working hard to leverage their investments and ROI across the entire enterprise. The post Automating Transactional Volume for Multinational IT Corporation: A Case Study appeared first on. If you’re looking to strategically support your top tier clients by optimizing your transactional processes, let us know. Let’s talk today.

Case Study 50

Case Study Study Contact Center ROI 50

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

GetFeedback

MAY 2, 2019

It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. How to Justify the Case for CX in Your Organization (and Prove the ROI!).” Proving the ROI of your CX initiatives. Why your leadership should care about CX.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

Beyond Philosophy

SEPTEMBER 3, 2022

The post 5 rules for a highly successful customer experience implementation with amazing ROI! – A case study appeared first on CX Consulting. Click here to learn more about Beyond Philosophy’s Suite of Services.

Case Study 113

Case Study ROI Study Net Promoter Score 113

C3Centricity

APRIL 2, 2018

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. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. It also allows the measurement of its ROI.

Handbook 275

Handbook Marketing ROI Social Media 275

C3Centricity

APRIL 9, 2024

A study by Gartner highlighted that 77% of B2B buyers stated their latest purchase was very complex or difficult. 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.

B2C 296

B2C B2B Strategy Marketing 296

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Instead, frame CX initiatives in terms of ROI as well as Lynn Hunsaker often writes about. Sept 16, 2024).

B2B 339

B2B Customer Journeys How To Effort Score 339

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

InMoment XI

NOVEMBER 26, 2024

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

DemandJump

MARCH 28, 2023

You’ve written a ton of educational and engaging blogs, white papers, case studies, and more. You’ve got to determine your content marketing return on investment (ROI). You’ve developed graphics, infographics, and maybe even some videos to go along with your written content. How can you tell if they’re worth the costs?

ROI 105

ROI Marketing Return on Investment Infographics 105

Experience Matters

DECEMBER 31, 2014

Report: Net Promoter Score Benchmark Study, 2013 (2013). Report: ROI of Customer Experience, 2014. LEGO’s Building Block For Good Experiences (2009). Net Promoter Score and Market Share For 60 Tech Vendors (2012). note: See updated NPS benchmark from 2014 ]. Report: The Four Customer Experience Core Competencies (2013).

Net Promoter Score 254

Net Promoter Score Customer Journeys Infographics Customer Experience 254

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. From an employee side, are you doing something beyond your classic employee engagement study.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Comm100

MAY 5, 2022

A recent study showed that 70% of consumers are either already using or interested in using chatbots for simple customer service. ROI of banking AI chatbots. To see how an AI-powered chatbot can be used to reduce support costs and scale your operations, check out our calculator here for a personalized report: Chatbot ROI Calculator.

Chatbots 130

Chatbots Banking ROI Omni-Channel 130

eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience. Customers Still Want Humans The Trust Gap Customer skepticism toward AI remains a challenge.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

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

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. Research from this one study alone drove more than $500,000 in advertising sales and $3.2

ROI 100

ROI Measurement Brands Net Promoter Score 100

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

QuestionPro Audience

FEBRUARY 14, 2018

It can be difficult to predict the level of participation you will receive, but by following these simple tips below, you should see improved response rates, with more relevant data and better ROI on your project. KEEP IT SHORT One of the most common reasons for respondent drop-out is survey fatigue.

Survey 268

Survey Engagement ROI Tips 268

Beyond Philosophy

SEPTEMBER 8, 2022

The post 5 rules for a highly successful customer experience implementation with amazing ROI! – A case study appeared first on CX Consulting. We explore the many reasons why customers do what they do—and what you should do about it. Subscribe today right here.

Case Study 97

Case Study ROI Study Customer Experience 97

Experience Investigators by 360Connext

OCTOBER 2, 2014

Even during the recession years of 2007-2012, customer experience leaders averaged double-digit gain in stock performance , besting customer experience laggards by an impressive margin, according to The Watermark Consulting Customer Experience ROI Study.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Alida

SEPTEMBER 30, 2016

Online communities have measurable, proven ROI. A University of Michigan study found that customers spend 19 percent more after joining a company’s online community. To get more ROI out of your online communities, you must understand the benefits of each type of online community and how they complement one another.

ROI 100

ROI e-support Sports Study 100

InMoment XI

OCTOBER 24, 2024

Competitive Advantage While most companies claim to be customer-obsessed, a recent study showed that only 15% are actually customer-obsessed, meaning their business is focused on growing by delivering value to their customers. InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250