Determining Customer Experience ROI

An increasing number of companies are recognizing the value of determining customer experience ROI. Organizations are using customer experience measurements to estimate the state of their consumer relationships. Studies have revealed that customer experience is closely associated with loyalty.

Determining Customer Experience ROI

Organizations that make an effort to enhance customer experience have access to more information about their target audience’s willingness to purchase additional products, reluctance to use alternative brands, and their odds to recommend a product. This puts them at an advantage because the information they get can be used to boost customer experience, which has a positive impact on sales. The returns of enhanced customer experience are huge. There has been a lot of debate about whether it is actually possible to determine customer experience ROI. But research evidence has demonstrated that improved customer
experience can help an organization earn up to $1 billion in extra revenue.

How Organizations Generate ROI

Organizations need to know how they can generate returns on investment through their customer experience management programs before they can measure them. There are various ways to generate returns.

One of the most effective ways to get returns is to recover any customers that are likely to switch to alternative brands.
Organizations need to focus on customer feedback to find out if there any complaints. The complaints need to be addressed as soon as possible to prevent revenue loss. As a company, you have to find ways to improve a customer’s experience as soon as you realize that their needs were not adequately met. This is why it is essential to encourage customers to provide feedback after they purchase your services or products. Take advantage of as many customer feedback channels as possible to get information about their experiences.

To earn returns on customer experience, you need to engage current customers and promote your products to them. This will even make it easier for you to gauge customer experience ROI because you will know the exact number of sales you have made. Your most loyal customers will spend more on your brand and use your services and products often compared to those who are not. These are the people that you should spend most of your resources on. Make an effort to reduce the resources you use to acquire new customers. You can do this by taking using those who are already advocating for your brand. Direct them to your social pages on Twitter, Facebook, and YouTube and encourage them to invite new customers on your behalf.

Once an organization understands how it can earn returns from its customer experience programs, it can measure the outcomes effectively. There are various factors that organizations need to keep in mind when it comes to measuring customer experience ROI.

Repeat Purchases

This is one of the most important factors to keep in mind when determining customer experience ROI. Organizations need to focus on customers who are more likely to make more purchases than they normally do to gauge returns on customer experience. When a customer has a pleasant experience with your company when they are making a purchase, they will be eager and willing to buy your products again.

For this reason, customer experience is particularly important when it comes to new customers because their initial encounter with your brand will influence their future purchase decisions. If you fulfill a customer’s needs the first time they deal with your company, then there is little concern about getting additional purchases. The customer will be inclined to buy from you because they want a repeat of the good experience you offered.

Number of Customers Who Use Alternative Brands

Another way to measure customer experience ROI is to determine the number of consumers who turn to alternative brands. Customer experience plays a significant role when it comes to retaining your customers. It is very easy to lose a customer’s attention. A simple mistake can make customers turn to other brands. Organizations need to understand that a single bad experience is enough to drive your customers to the competitors. If your competitors offer a superior experience, it will be difficult for the customers to switch back to your brand even when you make improvements.

Sales from Recommendations

To determine customer experience ROI, you need to find out the number of sales that you are making through word of mouth. A loyal customer will recommend your services or products to their networks. This is free marketing for your brand. You will also notice fewer negative reviews on your social network profiles and official website if the customer experience is good.

Higher Share Price

Customer satisfaction has been linked to higher share price and this makes it a great way to gauge the returns on customer experience investment. A company’s stock prices are more likely to go up if customers are satisfied with the brand. This is because investors tend to be attracted to stocks that have loyal customers. A company can only attract loyalty if it is offering good experiences for its customers.

Customers tend to be more connected today than they were a few years ago. This is because they have all the tools they require to get information about brands, services, and products before they make purchase decisions. They also rely on other customers’ experience through word of mouth. For these reasons, companies need to put in more effort to create positive experiences that will differentiate them from the competitors. Positive experiences also make it easy to boost customer experience ROI.

The customer experience ROI is determined by various factors including recommendations, brand loyalty, high stock prices, and the odds of customers making repeat purchases. Several studies have revealed that these factors are correlated. Positive experiences lead to brand loyalty, recommendations to networks and good reviews for a company. Organizations need to analyze their returns to determine if there are any areas that need to be improved on. Customers want to know that they can access a company whenever they want to and this is why it is important to establish emotional connections with them. This makes it easier for you to meet their needs. These are some of the things that can help to boost customer experience ROI.


Matthew is the Lead Author & Editor of CXperience Blog. Matthew established the CXperience blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Customer Experience.