Defining the ROI of Customer Experience
Struggling to define the ROI of your customer experience investments?
This is Part 1 in our three-part series tackling ROI. In this video, we share how companies use the segment-based approach to defining the ROI of customer experience. This entails segmenting customers as more or less satisfied, and then calculating the impact of shifting a portion of less satisfied customers to being more satisfied. The video includes an important example of how one retailer operationalized this concept.
-Define the ROI of your customer experience investment. Add a simple approach to your toolkit.
-Segment customers as more or less satisfied.
-Define the value of shifting a portion of less satisfied customers to being more satisfied.
-Identify the activities that will drive the shift.
