Net Promoter Score, Customer Satisfaction, and Customer Effort Score are widely understood and accepted CX metrics. Still, many argue that their utility as indicators or predictors of business success has waned.
A new metric on the block is Earned Growth Rate, or EGR, introduced by NPS creator Fred Reichheld and his co-authors in the new book “Winning on Purpose.” How can this type of metric answer key questions CX professionals face around showing the return on investment of CX initiatives? How can CX professionals link their efforts more explicitly to revenue and risks, two topics that are always top of mind for the C-suite?
In this webinar, CXPA members will learn tools and techniques to set themselves and their programs up for success in a new era of metrics.
• How to link customer experience to business impact
• How have experience metrics evolved to achieve a more financial view of customer experience
• How to manage the return on investment of CX
• How to convince top management of the implementation and sustainability of customer experience programs