Infographic

The Four Pillars of Customer Experience ROI

Customer experience (CX) is without a doubt one of the most powerful tools brands can use to improve their bottom line. It is therefore surprising that many CX practitioners struggle to draw the connection between their program and its return on investment.

Luckily, our experts have outlined four economic pillars that can help you determine the business value of your CX efforts! Check them out (along with some examples of how our clients have capitalized on them) below!

You can read more about these pillars in experience expert Eric Smuda’s article here.

Works Cited:

  • S&P 500: https://go.forrester.com/blogs/does-cx-quality-affect-stock-performance-yes-but/
  • Customer Retention: https://inmoment.com/resources/resolving-customer-issues-the-impact-of-closing-the-loop-infographic/
  • America’s Largest Cable Company: https://inmoment.com/resources/case-study-americas-largest-cable-home-internet-provider-recovers-23-million-annual-revenue/
  • Cross-sell and Upsell: https://inmoment.com/resources/2018-retail-cx-trends-report/
  • Cost of employee training: https://trainingindustry.com/magazine/may-june-2017/when-skill-requirements-move-too-fast-talent-development-strategies/
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