Customer Experience Professionals Customer Journey ROI Workshop 
GetFeedback
DECEMBER 2, 2019
Use other business knowledge to find the ROI of your CSAT initiatives. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. .
GetFeedback
AUGUST 14, 2019
When experience fails to meet expectations, the loss of revenue can be up to twice as great as the positive results of over delivery. . Measuring CSAT can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services. Get Calculator.
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CX Journey
MARCH 21, 2018
Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.
GetFeedback
JULY 19, 2019
Your customers are following their own customer journeys, not necessarily the processes you created for them. To know what to measure, it’s important to understand the actual customer. This means knowing where there may be friction in the journey, and how to ask about that to get the best results. Get the Guide.
Customer Guru
AUGUST 21, 2018
He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. Kate is the VP and Principal Analyst at Forrester and serves Application Development & Delivery Professionals. She is a certified Customer Experience Professional (CCXP).
ClearAction
JANUARY 6, 2021
But the nature of customer experience is long-horizon, not instantaneous. Relationship strength is your aim for recurring ROI on your customer experience efforts. 13) Stop obsessing about customer journey maps. 16) Start recognizing teams for prevention of customer issues.
ClearAction
OCTOBER 2, 2017
Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.
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