Go From KPIs to ROI
We’ve unlocked the process that converts metrics into real financial gain.
Transactional vs. Transformational Solutions
Typical market research or customer satisfaction programs tend to focus on “the score”: what it is and how to improve it. But, that’s not enough anymore in today’s fast-paced, competitive economy.
A truly strategic customer experience program transforms data into dollars. And that’s precisely what we intend to do with every business that works with us. Utilizing our proprietary methodology, we transition data collection from an expense on your balance sheet into real revenue and growth.
Checklist: Reasons to Invest in Transformational Customer Experience
When you shift your customer experience approach, you change the course of your business for the better. Here are 5 reasons to invest in a more strategic solution that operationalizes your insights to drive strong returns.
#1. Mobilize Every Business Unit
When you take a big picture approach to your customer experience data, you discover how every area of your organization contributes to satisfaction and loyalty. From sales and operations to marketing and HR, every department – and employee – will be accountable for making small improvements that make a big impact. Otherwise, customer experience projects won’t reach their full potential.
#2. Make Confident Decisions
With strategic insights at the ready, you eliminate guesswork about what steps you need to take or how to quantify results. You can let our analysis do the talking, and encourage every employee, across every department, to put customer experience first.
#3. Learn What Matters to Customers
Our customer experience programs must meet two conditions: 1.) It impacts the customer; and 2.) It impacts the business. With the first condition, we seek to identify what your customers truly care about across every stage of their journey. Then, we prioritize efforts based on what will have the greatest influence on their experience.
Results can be deployed across the entire organization adding value to each business unit.
#4. Maximize Customer Spending
When you know and act on customers’ needs and desires, you keep them coming back for more. It’s that simple. Whether you measure this through repeat purchases, continued subscriptions or other indicators, a long-term customer means more revenue in your business’ pocket. Remember, it costs more to acquire a new customer than to hold onto an old one.
#5. Track Progress, Share Success
A truly transformative, strategic customer experience program doesn’t end after a quick boost to your bottom line. We believe it is essential to take a disciplined approach to tracking progress and sharing successes regularly across the entire organization. This keeps your teams committed to the work. By doing so, you’re more likely to succeed in proving the ROI of customer experience .
Ready to Find Dollars in Your Data?
We’re here to help. Contact our team to get started.
