Metrics and ROI
Metrics, Measurement, and ROI
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Part 2: Mastering Omnichannel Data Analysis
Best Practices for Measuring Campaign Success In today’s complex marketing landscape, the ability to analyze omnichannel data effectively is essential for businesses seeking to measure the success of their marketing campaigns. By leveraging best practices in omnichannel data analysis, organizations can gain valuable insights into the impact of their marketing efforts across various touchpoints, leading…
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How To Measure CX Profit Contribution
CX University Point of View by Scott McCallister and Mohamed Latib Part of the Series: Financial Measurement is Critical for the Future of CX The CX community faces a paradoxical intersection. The practice is receiving increasing attention as a strategic differentiator, and at the same time, CX practitioners are finding it difficult to convince the C-suite…
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Testing CX Initiatives for Financial Benefits: Measurement Models for your Business Case
Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX By Scott McCallister and Mohamed Latib All Customer Experience gurus state that a connection of CX initiatives to the company bottom-line is…
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Your Customer Experience is Superficial unless you have the “Q”
This article was originally published on Eglobalis. Companies are shooting themselves in the foot consistently around their customer experience. What are they doing, and how do we help them to make it better? In the past 18 months, we’ve seen several major brands back pedal from serious customer experience mistakes. Three that come to mind immediately…
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Customer Experience will be a Fad without a Better Business Case
CX University Point of View By Scott McCallister and Mohamed Latib Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: Financial Measurement is Critical for the Future of CX Over the last fifteen years, many corporations have embraced the goal of creating…
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Focus on Improvement, not the Number
Recently, I purchased a Subaru Outback for my son to use for his internship this summer. I went to the dealer to get an oil change along with some minor work, and overall, I had a good experience. On the improvement side, it took them 40 minutes to get a shuttle to take me to…
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Customer Centricity | CX Strategy | Experience Design | Metrics and ROI | Organizational Adoption of CX | Press Release | VOC and Customer Insights
CXU 2016 Performance Results: Online Courses
Since the launch of CX University in late 2015, the Online Courses have been touted as the most comprehensive professional development courses offered on the market. After carefully cultivating and analyzing the testing scores of CXU learners over the past year, the results clearly show the difference CXU Online Courses make. Since the launch of…
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How to Create an Effective Business Case for CX
Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned practitioner or a relative newcomer, just beginning a new program, or refining the next level of organizational improvement, chances are…
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Do You Know When a Customer is Ready to Leave?
It’s painful when a customer walks out the door. The good news is that you can create an early-detection system to alert you when a departure is impending. You need such a system because most customers are not going to tell you they aren’t happy—they will just leave. This is just three of the ways…
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What to do When You Hit a Customer Satisfaction Plateau
We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric rise. And rise it did. I couldn’t wait to see the quarterly results to…
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The ‘Always On’ Enterprise
For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched…
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Here’s a Notion Retailers Must Adopt
During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. Hundreds of vendors to the retail trade and 30k+ delegates paraded through this year’s ‘store of stores’ in 280,000 square…
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When Your Genius is not Enough for VOC Program Success
Author’s Note: This is the third of a series of six posts about Why You Shouldn’t Be Surprised Your VOC Program is Failing. There are few multi-expertise geniuses in the history of humanity. Don’t make the mistake of thinking you’re one of them. The best Voice of the Customer (VOC) programs and highest value VOC projects are led by…
