Solving for Customer Experience ROI Customer Analytics Consulting, LLC J.C. Corrigan
Problem Statement How can I quantify and place an ROI on my Customer Experience Initiatives?
Your Company Your Customer Logical “ knows” Acknowledges Concrete The Past Process Revenue Costs Transactions Emotional “ ...
Problem Statement How can I quantify and place an ROI on my Customer Experience Initiatives? <ul><li>Start thinking like t...
How can I build a process that facilitates customer experience? More importantly, how can I measure the impact on my proce...
Example A customer has a flawless transaction on the web and repeats the transaction a week later A customer has a flawles...
What flaws exist in attempts to do this today?
1. Siloed organizations that politically or culturally can not be penetrated. 2. The inability to resolve conflicts betwee...
How do you bring these two concepts together? Tangible vs. Intangible?
Nexidia Speech Analytics
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Customer Experience ROI

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Customer Experience ROI

  1. 1. Solving for Customer Experience ROI Customer Analytics Consulting, LLC J.C. Corrigan
  2. 2. Problem Statement How can I quantify and place an ROI on my Customer Experience Initiatives?
  3. 3. Your Company Your Customer Logical “ knows” Acknowledges Concrete The Past Process Revenue Costs Transactions Emotional “ believes” Appreciates Abstract The Future Action Loyalty Effort Experiences
  4. 4. Problem Statement How can I quantify and place an ROI on my Customer Experience Initiatives? <ul><li>Start thinking like the customer – the right brain </li></ul><ul><ul><li>Shift from Revenue and Costs to Loyalty and Effort </li></ul></ul><ul><ul><li>Migrate from Individual Transactions to Complete Experiences </li></ul></ul><ul><li>Actively listen to your customers actions and words </li></ul><ul><ul><li>Avoid over-structuring and over-filtering customer feedback </li></ul></ul><ul><ul><li>Align customer behaviors, customer metrics, and business metrics </li></ul></ul><ul><ul><li>Select Metrics that Matter with Moments that Matter </li></ul></ul><ul><ul><li>Avoid over-structuring and over-filtering customer feedback </li></ul></ul><ul><li>Build a Better Business Case </li></ul><ul><ul><li>Navigate Common Pitfalls with Customer Experience Initiatives </li></ul></ul><ul><ul><li>Impact on the P’s: People, Process, Product, and Policy </li></ul></ul><ul><ul><li>Simulate your process AND your customer’s actions </li></ul></ul>
  5. 5. How can I build a process that facilitates customer experience? More importantly, how can I measure the impact on my process and the customer?
  6. 6. Example A customer has a flawless transaction on the web and repeats the transaction a week later A customer has a flawless transaction on the web and repeats the transaction a month later A customer has an issue resolved on the phone the first time they call A customer has an issue resolved on the phone involved two transfers A customer has an issue resolved on the phone that involves two callbacks What does each of these cost, not just in operational costs (callbacks, transfers, revisits), but in customer loyalty (spend more, repurchase, word of mouth)? What happens when I make process changes?
  7. 7. What flaws exist in attempts to do this today?
  8. 8. 1. Siloed organizations that politically or culturally can not be penetrated. 2. The inability to resolve conflicts between products, processes, policies, and people. 3. The inability to translate Intangible ROI to tangible ROI. 4. Lack of leadership and/or funding commitment. 5. Data rich, information poor 6. Un-necessary complexity 7. Blind spots 8. Process variation 9. Metrics and Measures that are not actionable 10. Paradigms that create barriers that prevent change from happening
  9. 9. How do you bring these two concepts together? Tangible vs. Intangible?
  10. 10. Nexidia Speech Analytics

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