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Return On Investment: Quantify the return when forming a service strategy. Is...

Author: Peter Gurney Reprinted from the Puget Sound Business Journal October 5, 2001 Most business people would say it is. It keeps customers coming back, they will claim. And it could lead to more...

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It’s Personal: Drivers of Positive Impressions of the Branch Experience.

What impresses customers positively as a result of a visit to your branch? To answer this and other questions, Kinesis conducted research into the efficacy of the branch sales process and identified...

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Call to Action: Using Gap Analysis to Put Loyalty Index into Action

For most service industries the business attribute with the highest correlation to profitability is customer loyalty. It is, therefore, very important to gather a measurement of customer loyalty....

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Using Promoter and Trust Measurements to Calculate a Customer Loyalty Index

Research has determined the business attribute with the highest correlation to profitability is customer loyalty.  Customer loyalty lowers sales and acquisition costs per customer by amortizing these...

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Not All Service Attributes Are Equal: Ranking Service Attributes by Their...

Research without a call to action may be informative, but not very useful.  One way to build a call to action element into your customer experience research is to add a measure of customer loyalty....

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Changes in Purchase Behavior Based on the Customer Experience – Part 1

Every time a company and a customer interact, the customer learns something about the company, and adjusts their behavior based on what they learn. To explore this proposition, Kinesis conducted a...

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Changes in Word of Mouth Advertising Based on the Customer Experience – Part 2

Previously we observed changes in customer purchase behavior based on the customer experience.  Every time a company and a customer interact, the customer learns something about the company, and...

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Measure and Motivate the Right Contact Center Agent Behaviors

Increasingly banks must operate in a multi-channel environment.  While the changing role of the branch, combined with automated channels such as online and mobile, are getting a lot of attention, there...

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The Human Element: Sales and Service, Bank’s Last Link in the Marketing Chain

What if I told you that after all your efforts with marketing product, positioning and price, there is a one-in-ten chance the branch representatives will undermine the sale? Now more than ever, it is...

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Calculating ROI: A Simple Intuitive Customer Experience ROI Calculator

Calculating ROI on the customer experience typically takes the blind faith approach, where ROI on customer service is considered a given, and the sophisticated approach, where predictive models explain...

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Build Call to Action into Your Brand Perception Research

These days, post-transaction surveys are ubiquitous.  Brands large and small take advantage of internet-based survey technology to evaluate the customer experience at almost every touch point....

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Beyond Loyalty: Engagement/Wallet Share

In two earlier posts we discussed 1) including a loyalty proxy as part of your brand perception research and 2) determining the extent to which your desired brand image is reflected in how customers...

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Two Questions….Lots of Insights: Turn Customer Experience Observations into...

Customer experience researchers are constantly looking for ways to make their observations relevant, to turn observations into insight. Observing a behavior or service attribute is one thing, linking...

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Key Driver Analysis: Drive Your Core Customer Experience Objectives

Mystery shopping not in pursuit of an overall customer experience objective may be interesting, it may be successful in motivating certain service behaviors, but ultimately will fail in maximizing...

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Business Case and Implications for Consistency – Part 4 – Consistency and the...

In earlier posts we discussed the business case for consistency, primarily because consistency drives customer loyalty and the causal chain from consistency to customer loyalty. This post continues to...

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