This individual level calculation allows you to track the relationship between customer experience and revenue across the range of cx index results and thus develop models to describe the nuances of how customer experience drives revenue in a particular industryAnother concept is the measurement of roi a topic covered in depth in the technical sheet “ the roi of the customer experience ” prepared by dec.to find the “shape” that best describes the data forrester has concluded that the relationship between customer experience and revenue potential tends to follow three main shapes – linear . Customer experience and revenue move in unison.
If the company offers a poor mediocre or good experience the impact on revenue will be the same. diminishing returns . Earning potential increases rapidly when poor experiences are improved but slows its growth at higher levels. Fixing bad experiences has a greater impact on revenue Graphics Design Service than optimizing good ones. – exponential . Earning potential remains relatively stable when poor experiences are improved but begins to increase dramatically at higher levels. Turning good experiences into great ones generates greater revenue gains than turning bad experiences into good ones.
The fact that each brand understands its relationship between the experience it offers to its customers and revenue allows companies to prioritize the improvements that will most affect the bottom line. Some should focus on resolving bad experiences. However others focus their efforts on providing as many exceptional experiences as possible even for already satisfied customers.Close the loop in the customer experience the “customer wave framework developed by the dec association clearly reflects in its last two “I's” the importance of interactions and their interpretation with clear and visible indicators for improving the customer experience.
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