ECEW: Quantifying the Value of Customer Experience
15 MAY 2013
On Tuesday the 14th of May, SynGro's Keith Schorah delivered a presentation at ECEW 2013 focusing on how to quantify the value of CX programmes and ensure the backing of the CEO.
Keith took the audience through several case snippets to illustrate the argument that, though customer feedback is nice, integration with financial data is the truly compelling aspect of CX.
Listening to your customers, understanding their concerns and acting appropriately sounds like a simple process but few companies truly excel in doing so.
Getting the right loyalty metrics for your company is essential but once this is achieved and financial returns can be directly associated to CX, the value of the journey will be clear among front line staff and in the board room alike.
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