Finding the ROI of Customer Experience
Volume 6 | Issue 3 | Table of Contents
This issue of Customer Strategist is about “finding the ROI of customer experience.” Many customer experience professionals consider this topic extremely important, but answers highly elusive. The above examples represent much of the problem. How can you prove ROI on something your company doesn’t commit to?
In many cases, customer experience initiatives that are approved are small and siloed. Decisions are made based on how easily, quickly, or cheaply a program can be implemented, not whether it’s the right decision for customers or the business over the long term. Of course it will be difficult to prove overall business ROI in such a situation.
The articles featured in this issue break from that mold, and look at the entirety of customer experience projects from an enterprise-level view. A number of enlightened companies are transforming their business and operations to align with customers. New tools, processes, and operations can make a number of ROI connections related to financials, customer satisfaction, or operational efficiency. Leaders just need make the decision to try them.
In this issue:
Omnichannel Contact Center Solutions: Optimize with Data Mapping
It’s a common experience—you must tell a customer service rep your info moments after you inputted it into the IVR system. You have to explain to a contact... more »
Top Considerations for Mastering Digital Marketing ROI
Calculating the ROI of digital marketing activities has become the Holy Grail of marketing measurement. But like all other marketing campaigns, organizations must... more »
Measuring the Return of Employee Wellness Programs
If you work for a large U.S. company, chances are you’ve been invited to participate in an employee wellness program. Their popularity among employers is growing... more »
Insurance Customer Playbook: Personalization Prevails
Our always on, digital world is transforming consumer expectations and the way they interact with businesses. This new reality means that delivering value to consumers... more »
What Is the Economic Value of a Better Customer Experience?
One of the first and most difficult problems any company confronts when it tries to improve its customer experience is reconciling the time and expense required to... more »