How to measure ROI
Most retailers understand that upstream factors such as customer loyalty, retention, advocacy, satisfaction and brand preference have a causal relationship on both financial performance and operational variables. However, linking and measuring customer experience initiatives to tangible return on investment (ROI) can be a challenge. If retailers do not have a well-defined, structured measurement strategy, it’s very difficult to gauge how much CX is worth and show where it generates value – both for customers and for the business. Delighting customers comes with a cost. Delivering a superior customer experience should meet; even excel customer expectations. But, not at any cost. Our Mini Guide includes a framework for measuring the impact of your CX efforts.
Click here to read the full guide: https://www.cp2experience.com/wp-content/uploads/2018/09/retail-customer-experience-how-to-measure-the-return-on-investment.pdf