177: The ROI of Customer Experience

Adam and Jeannie share tips for calculating the ROI of customer experience improvement in your organization. Show us the numbers! Convincing executives to invest in customer experience improvement can be tricky, and you may need some convincing yourself. Is it really worth it? How can you predict the ROI of customer experience for your organization? Today we have tips to not only help you calculate the ROI of investing, but also calculate the loss of not investing. You can use the data you already have to get the answers executives are looking for. Need simple but reliable resources for calculating the ROI of customer experience, plus some examples to prove how they work in real life? Adam and Jeannie are bringing these to you today, plus a bonus tip and some compelling statistics. Listen in! Related Content 360Connext® post, Customer Experience ROI: Why Not Investing can Sabotage Your Success Customers That Stick® post, The Greatest Customer Service Statistic in the World Episode 149: Customer Service and Technology Investment Episode 119: CXPA Live, Predictive Analytics Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices