We all know that customer experience is important, but for many folks in business, there’s only one way to measure importance: ROI.
If you’re running a CX program but facing tough questions about its return on investment, you’ve come to the right place.
If you’d like to start a CX program but are facing seemingly insurmountable challenges, we’ve got you.
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But we can’t prioritize CX right now because…
CX programs, done well, can be a major source of revenue, but many organizations struggle to get started. What’s the hold-up?
- “We don’t have time to do this now — let’s come back to it later.”
- “We don’t have the right resources/talent in place to make it happen right now.”
- “It’s too costly and we can’t find the budget at this time.”
- “I did it once before at my old company and it didn’t work.”
We’ve heard this kind of feedback from many people we’ve connected with over our years of working in customer experience management. Perhaps a company has one hopeful CX champion but they’re having trouble bringing their colleagues along. Sometimes many team members are on board but they can’t get the approval required from their leadership team to turn their CX challenges into a CX solution.
The time to prioritize CX is now
While every organization is unique and has its own priorities and processes, it’s rare to find a company (read: an organization that exists, at least in part, to generate revenue) that doesn’t value customer retention, higher CLV (Customer Lifetime Value), and, yes, revenue. Improved CX, we know, delivers.
From those who’ve made the decision to move forward with a CX program, this is the kind of feedback we hear:
- “We’ve seen our NPS rise ever since we adopted a CX solution and developed a clear strategy.”
- “Knowing what to focus on has made all the difference in allocating resources. Now we take specific actions based on key drivers rather than just trying a bunch of things and hoping something works.”
- “Upsell and cross-sell opportunities are easier to identify when you’re continuously listening closely to customers.”
- “I can’t believe we didn’t do this sooner.”
(Sure, we’ve anonymized to highlight top themes, but hear from our customers directly here!)
The right CX tech matters
Unfortunately, even those who choose to prioritize CX sometimes fail in the implementation stage. Common reasons we’ve heard?
- “It took a while to set up because the tool wasn’t really intuitive.”
- “We got data, but we struggled to make sense of it, let alone use it to set up action plans.”
- “Our budget got cut before we could really see or show results.”
Tough stuff! How can you show ROI if you can’t even get your program off the ground successfully in a timely manner?
The right technology can make all the difference.
If this was an infomerical, you’d hear “But wait, there’s more!” — and there is. You need more than great tech to make a CX implementation successful. If you don’t have a strong partner who can help support and guide you along the way, you may struggle. You need smart advice from those who’ve been there before (like these nine CX implementation tips our CEO shared in Forbes!). You need good, knowledgeable people and helpful resources to get the job done right.
Speaking of which… If you’re ready for a helpful resource session shared by some knowledgeable people, you’re in luck! As you consider the points above, listen in on this insightful conversation with two Sogolytics CX experts: How to Effectively Measure Customer Experience and Prove ROI. If any of this sounds familiar, let’s connect and talk CX!
