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Quantifying the business value of investing in the customer experience.
Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI?
Today I bring it up to point out the difficulty in defining a return on investment (ROI) for your CX endeavors.
This is the Customer Voice building block for CX ROI...This is the CX Improvement & Innovation building block for CX ROI...This is the Customer-Centricity building block for CX ROI
Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research...That’s how you drive ROI and sustainable growth
Do customer intelligence and actionability go hand-in-hand? The basic difference between data and intelligence is this: data are facts, and intelligence is the arrangement of data to convey meaning. In other words, intelligence is a capacity for applying a combination of facts. Customer...
Temkin Group just published the report, ROI of Customer Experience, 2018...We also describe a five-step process for calculating the ROI of CX for your organization
I recently heard a business leader say, “Let me just tell you what this is about: it’s not about customers, it’s about making money. You can make customers happy by giving them service for free, but you will go bankrupt.” If that is the sentiment among your leaders,...
Again, there’s no silver bullet, but the broad general strokes of the ROI for CX fall really into two categories, as far as I can see: First, there’s the savings that go along with improving the efficiency and effectiveness of your internal processes.
Immediacy : An over-focus on near-term revenue may be blinding us from seeing the whole equation and keeping us from managing CXM ROI more wisely...Sustainable CXM ROI requires a well-oiled machine in the people and process categories of CXM investment