Customer experience has been among the hottest topics in boardrooms in recent years. C-level managers, especially CXO and CMO, create investment plans to ensure customer-oriented growth.
Managers responsible for the customer experience (CX) program need to convince the CEO and CFO about the return on investment (ROI) in order to receive a budget.
Although many studies show that happy customers spend more, every business wants to see the impact of its customer experience investment on revenue. We will calculate return on investment (ROI) through sample scenarios with NPS, the most popular measurement metric in customer experience.
In this guide, you will find examples of calculating return on investment in customer experience with a simple method.
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