A 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. For this reason, this paper will outline:
Why the NPS is a useful CX metric
Why measuring the ROI of your CX program is important
How to correctly link the NPS with other metrics
How to calculate and improve the ROI or your CX programs
“The customer experience is the next competitive battleground.”
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In the white paper “Closing the Loop”, we show what is important for a successful closing the loop process.