{"id":58668,"date":"2023-09-01T10:53:30","date_gmt":"2023-09-01T14:53:30","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=58668"},"modified":"2023-09-02T08:13:30","modified_gmt":"2023-09-02T12:13:30","slug":"how-to-measure-cx-and-prove-roi","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/","title":{"rendered":"How to Effectively Measure\u200b Customer Experience \u200band Prove ROI"},"content":{"rendered":"<p>We all know that customer experience is important, but for many folks in business, there&#8217;s only one way to measure importance: ROI.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>If you&#8217;re running a CX program but facing tough questions about its return on investment, you&#8217;ve come to the right place.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>If you&#8217;d like to start a CX program but are facing seemingly insurmountable challenges, we&#8217;ve got you.<\/p>\n<div class=\"div-spacer\"><\/div>\n<div class=\"sogo-divider\"><\/div>\n<p style=\"text-align: center;\"><strong>Want to skip straight to the answers?<\/strong><br \/>\n<a href=\"https:\/\/sogolytics.webinargeek.com\/how-to-effectively-measure-customer-experience-and-prove-roi?cst=blog\" target=\"_blank\" rel=\"noopener\"><strong>Tune in to the on-demand session!<\/strong><\/a><\/p>\n<div class=\"sogo-divider\"><\/div>\n<div class=\"div-spacer\"><\/div>\n<h2>But we can&#8217;t prioritize CX right now because&#8230;<\/h2>\n<p>CX programs, done well, can be a major source of revenue, but many organizations struggle to get started. What&#8217;s the hold-up?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>&#8220;We don&#8217;t have time to do this now &#8212; let&#8217;s come back to it later.&#8221;<\/li>\n<li>&#8220;We don&#8217;t have the right resources\/talent in place to make it happen right now.&#8221;<\/li>\n<li>&#8220;It&#8217;s too costly and we can&#8217;t find the budget at this time.&#8221;<\/li>\n<li>&#8220;I did it once before at my old company and it didn&#8217;t work.&#8221;<\/li>\n<\/ul>\n<p>We&#8217;ve heard this kind of feedback from many people we&#8217;ve connected with over our years of working in <a href=\"https:\/\/www.sogolytics.com\/customer-experience-platform\/\" target=\"_blank\" rel=\"noopener\">customer experience management<\/a>. Perhaps a company has one hopeful CX champion but they&#8217;re having trouble bringing their colleagues along. Sometimes many team members are on board but they can&#8217;t get the approval required from their leadership team to turn their CX challenges into a CX solution.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>The time to prioritize CX is now<\/h2>\n<p>While every organization is unique and has its own priorities and processes, it&#8217;s rare to find a company (read: an organization that exists, at least in part, to generate revenue) that doesn&#8217;t value customer retention, higher CLV (Customer Lifetime Value), and, yes, revenue. Improved CX, we know, delivers.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>From those who&#8217;ve made the decision to move forward with a CX program, this is the kind of feedback we hear:<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>&#8220;We&#8217;ve seen our NPS rise ever since we adopted a CX solution and developed a clear strategy.&#8221;<\/li>\n<li>&#8220;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.&#8221;<\/li>\n<li>&#8220;Upsell and cross-sell opportunities are easier to identify when you&#8217;re continuously listening closely to customers.&#8221;<\/li>\n<li>&#8220;I can&#8217;t believe we didn&#8217;t do this sooner.&#8221;<\/li>\n<\/ul>\n<p>(Sure, we&#8217;ve anonymized to highlight top themes, but <a href=\"https:\/\/www.sogolytics.com\/customer-stories-and-case-studies\/\" target=\"_blank\" rel=\"noopener\">hear from our customers directly here<\/a>!)<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>The right CX tech matters<\/h2>\n<p>Unfortunately, even those who choose to prioritize CX sometimes fail in the implementation stage. Common reasons we&#8217;ve heard?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>&#8220;It took a while to set up because the tool wasn&#8217;t really intuitive.&#8221;<\/li>\n<li>&#8220;We got data, but we struggled to make sense of it, let alone use it to set up action plans.&#8221;<\/li>\n<li>&#8220;Our budget got cut before we could really see or show results.&#8221;<\/li>\n<\/ul>\n<p>Tough stuff! How can you show ROI if you can&#8217;t even get your program off the ground successfully in a timely manner?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>The right technology can make all the difference.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>If this was an infomerical, you&#8217;d hear &#8220;But wait, there&#8217;s more!&#8221; &#8212; and there is. You need more than great tech to make a CX implementation successful. If you don&#8217;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&#8217;ve been there before (like <a href=\"https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2023\/03\/21\/tech-driven-cx-transformation-nine-tips-for-a-successful-implementation\/\" target=\"_blank\" rel=\"noopener\">these nine CX implementation tips<\/a> our CEO shared in Forbes!). You need good, knowledgeable people and helpful resources to get the job done right.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<div class=\"div-spacer\"><\/div>\n<p><strong>Speaking of which&#8230;<\/strong> If you&#8217;re ready for a helpful resource session shared by some knowledgeable people, you&#8217;re in luck! As you consider the points above, listen in on this insightful conversation with two Sogolytics CX experts: <strong><a href=\"https:\/\/sogolytics.webinargeek.com\/how-to-effectively-measure-customer-experience-and-prove-roi?cst=blog\" target=\"_blank\" rel=\"noopener\">How to Effectively Measure\u200b Customer Experience \u200band Prove ROI<\/a><\/strong>. If any of this sounds familiar, <strong><a href=\"https:\/\/www.sogolytics.com\/request-a-demo\/\" target=\"_blank\" rel=\"noopener\">let&#8217;s connect and talk CX!<\/a><\/strong><\/p>\n<div class=\"div-spacer\"><\/div>\n<p><a href=\"https:\/\/sogolytics.webinargeek.com\/how-to-effectively-measure-customer-experience-and-prove-roi?cst=blog\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-58673\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/09\/SogoX_MeasureCustomerExperience-1024x330.jpg\" alt=\"CX and ROI Sogolytics webinar\" width=\"1024\" height=\"330\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/09\/SogoX_MeasureCustomerExperience-1024x330.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/09\/SogoX_MeasureCustomerExperience-300x97.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/09\/SogoX_MeasureCustomerExperience-768x248.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/09\/SogoX_MeasureCustomerExperience-1536x495.jpg 1536w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/09\/SogoX_MeasureCustomerExperience-2048x661.jpg 2048w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/09\/SogoX_MeasureCustomerExperience-50x16.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We all know that customer experience is important, but for many folks in business, there&#8217;s only one way to measure importance: ROI. If you&#8217;re running a CX program but facing tough questions about its return on investment, you&#8217;ve come to the right place. If you&#8217;d like to start a CX program but are facing seemingly insurmountable challenges, we&#8217;ve got you. Want to skip straight to the answers? Tune in to the on-demand session! But we can&#8217;t prioritize CX right now because&#8230; CX programs, done well, can be a major source of revenue, but many organizations struggle to get started. What&#8217;s the hold-up? &#8220;We don&#8217;t have time to do this now &#8212; let&#8217;s come back to it later.&#8221; &#8220;We don&#8217;t have the right resources\/talent in place to make it happen right now.&#8221; &#8220;It&#8217;s too costly and we can&#8217;t find the budget at this time.&#8221; &#8220;I did it once before at my old company and it didn&#8217;t work.&#8221; We&#8217;ve heard this kind of feedback from many people we&#8217;ve connected with over our years of working in customer experience management. Perhaps a company has one hopeful CX champion but they&#8217;re having trouble bringing their colleagues along. Sometimes many team members are on board but they can&#8217;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&#8217;s rare to find a company (read: an organization that exists, [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":4963,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[204],"tags":[176,351,1050,426],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Effectively Measure\u200b Customer Experience \u200band Prove ROI - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"Know that customer experience matters but can&#039;t get a CX program off the ground because of concerns about ROI? Learn how to turn CX into ROI!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Effectively Measure\u200b Customer Experience \u200band Prove ROI - Sogolytics Blog\" \/>\n<meta property=\"og:description\" content=\"Know that customer experience matters but can&#039;t get a CX program off the ground because of concerns about ROI? Learn how to turn CX into ROI!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/\" \/>\n<meta property=\"og:site_name\" content=\"Sogolytics Blog\" \/>\n<meta property=\"article:published_time\" content=\"2023-09-01T14:53:30+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-09-02T12:13:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2018\/01\/Customer-Satisfaction-Survey@3x.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"476\" \/>\n\t<meta property=\"og:image:height\" content=\"714\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Melissa Krut\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/\",\"name\":\"How to Effectively Measure\u200b Customer Experience \u200band Prove ROI - Sogolytics Blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\"},\"datePublished\":\"2023-09-01T14:53:30+00:00\",\"dateModified\":\"2023-09-02T12:13:30+00:00\",\"author\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/eaf04ab90baaf0bb1e137e6c82f51d07\"},\"description\":\"Know that customer experience matters but can't get a CX program off the ground because of concerns about ROI? Learn how to turn CX into ROI!\",\"breadcrumb\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"How to Effectively Measure\u200b Customer Experience \u200band Prove ROI\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/\",\"name\":\"Sogolytics Blog\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/eaf04ab90baaf0bb1e137e6c82f51d07\",\"name\":\"Melissa Krut\",\"description\":\"Melissa seeks balance in all things: the rush of running and the quiet of yoga, what's gained in learning and what's given in teaching, and the pleasures of reading and writing. Her desk would be a hammock, if she could swing it. Meet Melissa.\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/author\/mkrut\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"How to Effectively Measure\u200b Customer Experience \u200band Prove ROI - Sogolytics Blog","description":"Know that customer experience matters but can't get a CX program off the ground because of concerns about ROI? Learn how to turn CX into ROI!","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/","og_locale":"en_US","og_type":"article","og_title":"How to Effectively Measure\u200b Customer Experience \u200band Prove ROI - Sogolytics Blog","og_description":"Know that customer experience matters but can't get a CX program off the ground because of concerns about ROI? Learn how to turn CX into ROI!","og_url":"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/","og_site_name":"Sogolytics Blog","article_published_time":"2023-09-01T14:53:30+00:00","article_modified_time":"2023-09-02T12:13:30+00:00","og_image":[{"width":476,"height":714,"url":"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2018\/01\/Customer-Satisfaction-Survey@3x.jpg","type":"image\/jpeg"}],"author":"Melissa Krut","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/","url":"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/","name":"How to Effectively Measure\u200b Customer Experience \u200band Prove ROI - Sogolytics Blog","isPartOf":{"@id":"https:\/\/www.sogolytics.com\/blog\/#website"},"datePublished":"2023-09-01T14:53:30+00:00","dateModified":"2023-09-02T12:13:30+00:00","author":{"@id":"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/eaf04ab90baaf0bb1e137e6c82f51d07"},"description":"Know that customer experience matters but can't get a CX program off the ground because of concerns about ROI? Learn how to turn CX into ROI!","breadcrumb":{"@id":"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.sogolytics.com\/blog\/how-to-measure-cx-and-prove-roi\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"How to Effectively Measure\u200b Customer Experience \u200band Prove ROI"}]},{"@type":"WebSite","@id":"https:\/\/www.sogolytics.com\/blog\/#website","url":"https:\/\/www.sogolytics.com\/blog\/","name":"Sogolytics Blog","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/eaf04ab90baaf0bb1e137e6c82f51d07","name":"Melissa Krut","description":"Melissa seeks balance in all things: the rush of running and the quiet of yoga, what's gained in learning and what's given in teaching, and the pleasures of reading and writing. Her desk would be a hammock, if she could swing it. Meet Melissa.","url":"https:\/\/www.sogolytics.com\/blog\/author\/mkrut\/"}]}},"_links":{"self":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/58668"}],"collection":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/comments?post=58668"}],"version-history":[{"count":16,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/58668\/revisions"}],"predecessor-version":[{"id":58685,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/58668\/revisions\/58685"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/media\/4963"}],"wp:attachment":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/media?parent=58668"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/categories?post=58668"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/tags?post=58668"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}