Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must...
Lights, camera, action! Just like the movie director uses the three-act structure to captivate audiences and create an unforgettable experience, business can use this same approach to deliver powerful presentations that will engage their audience. It's like watching a great screenplay unfold...
Customer Experience (CX) and Marketing are two of the most important foundations for achieving success. They must be integrated to ensure that businesses can survive in today’s competitive market and drive a Return On Investment (ROI). CX and Marketing are like the two wings of a bird. Just as a...
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What's more important than the ROI of CX? “Harvard Business School professor Gerald Zaltman says that 95 percent of our purchase decision making takes place in the subconscious mind.” Recently I wrote about the importance the CX leader’s need to demonstrate the ROI of CX to the C-Suite. ...
Whether you are just beginning your career in CX or you’re a seasoned practitioner, data and metrics should be an important component of your program. Measuring the current state of your business and quantifying the impact of your CX efforts are key to your overall success and the ongoing...
Why are customer experience metrics our Number 1 challenge, year after year? When you understand how experience management metrics build upon one another, you can clearly see where you should focus. Like concentric circles, or a Russian doll , start with Earnings per Share...
I’ve written previously about how silly things like Net Promotor Score’s ‘Likelihood to Recommend’ question can seem. I think, generally, that comes more from a place of complacency than downright lunacy. It’s more likely people are asking questions like that less because they’re off their...
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? ...
In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. The study found that while 91% of the respondents wished to be a CX leader in their industry, only 37% said they were just getting started with a formal CX initiative and 20...
How to prove the ROI of customer experience /Three ways to improve your CX pitch One of the biggest challenges for CX leaders is convincing other senior executives of the benefits of investing in developing a customer centric culture. We can all share anecdotes of companies who have built...
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