Douglas MacGregor- Wednesday, 5th April 2017

Where is the ROI in Customer Experience Management?

Customer Experience Management (CEM) as a concept is so promising: increased customer loyalty, increased referrals, increased revenue, reduced costs to serve, happier customers, and happier employees.

What is there not to love about it?

But companies find CEM difficult to implement because they don’t know where to start and how to justify it financially to Exco and get buy-in from heads of departments.

Customer surveys and customer journey maps can be expensive but where is the return on investment?

If a company does not have a quantified link to value, customer experience initiatives often do not show early gains. As a result they fail to win over the functional executives and do not gain traction or momentum and die.

During this seminar we will cover;

·         How to create a self-funding CEM project.

·         How to create a financial model that shows the revenue growth from increased retention.

·         Understand what value is to your customer and to your company and find common ground.

·         The importance of understanding what customer behaviours drive value in your company.

·         Link survey results to customer behaviours so your surveys are meaningful and drive change.

·         Map key customer journeys and identify pain points to be fixed to increase loyalty.

·         Create links between your internal measures, customer emotions, and financial outcomes.

·         Create actionable surveys to highlight performance issues before they affect your bottom line (leading indicators).

Douglas’ specialty is in understanding customers and identifying where companies are failing them. This gap is where companies can grow; not only in revenue, but in better inter-departmental coordination and increased employee engagement, which can increase productivity by up to 30%. All too often companies blame the frontline staff for poor service when it is their processes that cause customer frustration. Remember, your helpdesk is the safety net for when your processes fail!

We look forward to seeing you there!

Event Details:

Date: Wednesday, 5th April 2017

Time: 09h00-11h00

Venue: St Peters Square, Waterford Place (Off Witkoppen Road), Paulshof, 2128

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