ROI

How to build your CX ROI model

If you have ever tried to prove that good customer experience equals more money for the company, you will know that this is more than complicated task. The data may not exist or be expensive to obtain. Unfortunately calculating the ROI of your CX efforts is usually one of the ways to get the needed budget for your strategy and bring everybody on board. 

Continue Reading

The Benefits of a Customer-Centric Culture

I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019.

Continue Reading

What's in Your #CX Budget?

What's in your customer experience strategy budget?
 
Traditionally, customer experience professionals have no budget.
 
Continue Reading

CX Journey™ Musings: Should You Invest in Customer Experience?

ROI is still our favorite "three-letter word." Nothing wrong with that!

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals.

Continue Reading

In The Rush to Remain Relevant: Brands Must Reevaluate ROI

Brands Must Reevaluate ROI

Continue Reading

Half the Money You Spend on #CX Is Wasted

Half the money you spend on customer experience is wasted.

Well, that's a pretty bold statement coming from someone who advocates designing and delivering a great customer experience!

Continue Reading

The Economics of the Customer Experience

I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post.

Not all returns from your customer experience investments are financial. Will that scare your executives?

Continue Reading

Customer-centric Change Needs a Business Case

In many companies, customer-centric change starts as a moral debate.

"Customer-centricity will be good for us", someone says. "Customers should be at the heart of everything we do" a PowerPoint or off-site speech echoes.

Continue Reading

If You Can’t Prove the ROI of Your Customer Experience Effort Then Consider This Option

Where is Customer Experience Management At?

What are the highlights of the Harvard Business Review Analytic Services study: Lessons from the Leading Edge of Customer Experience Management? It occurs to me that there are many. And for the purposes of this post I want to concentrate on a subset.

Continue Reading

iStrategy Amsterdam: Measuring ROI/ROE in Social Media – #istrategy

As announced in a previous post, I was a keynote at the  iStrategy conference in Amsterdam on Oct. 26. Beside the short video clip which I have recorded with my team in order to introduce the keynote, I have also prepared a fully fledged slidecast on slideshare. The package also includes a downloadable version of my dashboard at Orange.

Continue Reading
Subscribe to RSS - ROI