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Rethinking the ROI of CX

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals.  As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time:  How do you define the ROI?  How do you sell [...]

By |2021-08-17T16:09:15+00:00August 17th, 2021|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, ROI of CX|Comments Off on Rethinking the ROI of CX

Just stop with the KPIs already

Okay, so this is going to be controversial.  Scandalous, even.  But I’m going to come right out and say it: Please stop with the KPIs.  Just quit it already. Whether you’re using NPS, C-SAT, CES…whatever it is, you’re only hurting your own CX efforts. And I’ll tell you why:  Because you’re not getting anything out [...]

By |2021-06-30T14:56:25+00:00June 30th, 2021|CX Strategy, CX Thoughts, Leadership, Measures & Metrics, Process Engineering, ROI of CX, VoC|Comments Off on Just stop with the KPIs already

CX…inside Customer Support?

Where is your CX function located? That’s a common question often used to kick off conversations on many webinars and conference chats.  For a while I found it mildly interesting as a survey question and as an icebreaker or a means of getting people engaged right off the bat.  But the more I found the [...]

By |2020-10-29T14:46:02+00:00October 29th, 2020|CX Strategy, CX Thoughts, Leadership, Process Engineering, ROI of CX|Comments Off on CX…inside Customer Support?

More on CX ROI: Save AND make money

I have written previously a couple times about return on investment for CX.  In fact, there are volumes of articles and books written about it.  It’s almost as though there’s a sense of having to prove ourselves as CX professionals constantly.  Now, in previous professional lives I’ve been part of PM teams and Process Improvement [...]

By |2020-07-21T16:28:21+00:00July 21st, 2020|CX Thoughts, ROI of CX|Comments Off on More on CX ROI: Save AND make money

Improving CX: UP and IN

It’s not always easy to get through the din of corporate metrics.  But as a CX professional, it’s our responsibility not only to take them seriously ourselves, but to drive awareness and interest in them within our organizations.  With financial and operational KPIs front-and-center, Chief Customer Officers and their teams have a unique challenge to [...]

By |2020-08-29T19:45:03+00:00July 13th, 2020|CX Strategy, CX Thoughts, Measures & Metrics, ROI of CX|Comments Off on Improving CX: UP and IN

First steps toward showing ROI

On several occasions I’ve had the opportunity to share an anecdote about a leader who once, in exasperation during a conversation I was having with him about Customer-centricity sort of threw up his hands a bit and exclaimed, “well, Z, we could just give every Customer a Ferrari, then they’d be happy.”  Without missing a [...]

By |2020-08-29T19:41:20+00:00April 28th, 2020|CX Thoughts, Leadership, Measures & Metrics, ROI of CX|Comments Off on First steps toward showing ROI
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