Looking at your return on investment (ROI) to determine the effectiveness of any of your marketing strategies is very important. Your customer experience ROI is no different and may even prove to be the most important.
What is Customer Experience?
Forbes defines customer experience as the perception your customers have of your brand. This perception comes from all of the interactions they have with your organization, your customer service representatives, your products, your website….everything. And just one poor interaction can ruin a customer’s perception of your brand.
Determining your customer experience rating currently and making a plan to improve that rating will increase customer satisfaction and ultimately help your organization succeed. In order to determine your current customer experience rating, you’ll need to quantify it by figuring out your customer experience ROI.