Social media, product reviews, online reviews – all these have become popular channels for customers to find out about companies and products before they buy, and to make a purchase decision based on this information. It's no wonder that most companies are now focused on creating a positive experience for all their customers – not just keeping an eye on the customer experience, but proactively improving it. It is precisely this customer experience – the personal experience with a company, a brand, a product – that determines whether a customer evaluation is positive or not.

One method that is suitable for successful Customer Experience Management (CEM or CXM for short) is the Net Promoter System. As with any other investment, however, the question of the relationship between costs and profit – or in other words the return on investment (ROI) – also arises here.

 

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How to link the NPS to financial metrics

Our white paper on the ROI of Customer Experience Management shows how NPS-based customer experience management can be linked to financial metrics to calculate the ROI.

  • Why the ROI plays an important role in Customer Experience Management
  • How to calculate the ROI and link it to the NPS
  • Which measures can be taken to increase the ROI

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