How To Calculate Your Customer Experience ROI

When I was working at Starbucks this weekend I noticed their staff was very well trained, they cleared tables faster than the Shangri-La buffet and the comfortable seats made me want to have another coffee. 

Because every touchpoint in this experience is a direct cost to the business, how do you calculate your customer experience ROI?

Tie the customer retention to your bottom line.

1. What does your entire customer journey look like, from attention to referral?
2. Why is each interactions at every touch point adding value to your customers?
3. Who measures your NPS score at each touch point?
4. When does this NPS retention metric translate into your core business metric, like recurring revenue, additional spend or direct referrals?
5. How does the optimization of your core business metric turn into dollars and cents, such as increased spend of $100 per customer per month x 100 customers = $10 000 added to your bottom line?

If you want to calculate the ROI of your customer experience, send me an email: [email protected]