Impact and return involve demonstrating how customer initiatives provide a financial benefit to the company. Metrics such as satisfaction and loyalty cannot be the end goal. Rather, they must connect with other business indicators and activities. When this is in place executives are more willing to invest in customer programs, knowing that results have been shown to positively impact financial performance.
World-class impact and return occur when:
- The CX team maintains a discipline for measuring the impact of customer initiatives.
- Best practices learned from successful initiatives are shared to improve future customer experience initiatives.