Why are companies pursuing the goal of creating exceptional customer experiences? After all, CEM costs money. Lots of money.
As with most enterprise goals, it certainly isn’t because they altruistically want their customers to have better lives (although I’m sure deep down they do).
No, it does of course have everything to do with the bottom line and a return on investment.
Keepify produced an infographic last year titled “14 Customer Experience Facts Marketers Can’t Ignore”. These are some of the drivers behind the reasons to manage CX.
So how do you quantify the benefits of CEM to a CFO demanding a return on her investment in the cost of a CX program? Here I have listed just some of the ways a good CEM program will pay for itself in spades.
Are there any that I’ve missed? What factors have you used to help build the CEM business case?
This post first appeared on the ICMI blog in February, 2022. I started my career in my early 20’s working
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