ROI

I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020.

As a follow on to the post, Four Actions to Take on Customer Effort Feedback, you’re likely going to need to prove the ROI of reducing customer effort. In this post, I’ll talk about five steps to prove the ROI.

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. 

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

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.

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!

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?

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.

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.