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How to Calculate Customer Experience ROI

By Ron Welty, Founder & Chief Client Officer There’s no question that providing an exceptional customer experience can yield a great return. Yet, it can be challenging to quantify the value of your investment. Every company is different, so although there are some universal components that make up an exceptional experience, there isn’t one set way to achieve it. Before approving the budget for a customer experience program, company stakeholders will typically want to see the return on their investment. Follow these five steps to calculate the ROI of your customer experience. 1. Set Goals and Metrics ...

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