What If Customer Experience Has No ROI?


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One of the most challenging questions I get is, “How much will improving the customer experience add to our company’s bottom line?” The problem is that many factors come into play regarding the level of success of a service improvement initiative, not the least of which is the level of organizational commitment to the effort.

I just read an interesting blog post on the subject by Bruce Temkin titled, What if Customer Experience Has No ROI? He makes some great points, and I was most intrigued by his description of the “Kano Model.” Check it out.

For anyone involved in improving the customer experience, I highly recommend subscribing to Bruce’s blog. I have.

Republished with author's permission from original post.

Dennis Snow
Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include Huntington Bank, BMW Financial Services, Florida State University and Johns Hopkins Hospital. He is the author of the book, Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life.


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