by Annette Franz | Apr 28, 2021 | customer effort, customer experience, employee effort, ROI, Uncategorized
I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020. As a follow on to the post, Four Actions to Take on Customer Effort Feedback, you’re likely going to need to prove the ROI of reducing customer effort. In this post,...
by Annette Franz | Feb 5, 2020 | culture, customer experience, customer-centric culture, employee experience, ROI, Uncategorized
I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019. What does a customer-centric culture look like, and what are the benefits of designing such a culture? Customer-centric companies put the customer at...
by Annette Franz | Mar 13, 2019 | customer experience, ROI
Image courtesy of CX NetworkToday I’m pleased to share a guest post by Chanice Henry of CX Network.According to CX Network’s latest Annual Global State of CX Report, showing return on investment (ROI) from CX projects is one of the top challenges troubling CX...
by Annette Franz | Mar 21, 2018 | budget, customer experience, customer experience journey, ROI
Image courtesy of PixabayWhat’s in your customer experience strategy budget?Traditionally, customer experience professionals have no budget.By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings...
by Annette Franz | Aug 16, 2017 | customer experience, ROI
ROI is still our favorite “three-letter word.” Nothing wrong with that! It’s been a year or more since I’ve written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience...
by Annette Franz | Jul 5, 2016 | business outcomes, customer experience, ROI
Image courtesy of PixabayStill trying to show executives how your proposed customer experience improvement initiatives impact the bottom line?As you know by now, I’m no stranger to advocating for – and writing about – ROI and building the business...
