{"id":158202,"date":"2022-02-01T11:28:36","date_gmt":"2022-02-01T10:28:36","guid":{"rendered":"https:\/\/skeepers.io\/blog\/3-actions-to-demonstrate-the-roi-of-your-customer-experience\/"},"modified":"2025-07-01T16:54:07","modified_gmt":"2025-07-01T15:54:07","slug":"3-actions-to-demonstrate-the-roi-of-your-customer-experience","status":"publish","type":"post","link":"https:\/\/skeepers.io\/us\/blog\/3-actions-to-demonstrate-the-roi-of-your-customer-experience\/","title":{"rendered":"3 Actions to Demonstrate the ROI of Your Customer Experience"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Most things in life need specific ingredients to function properly. If you\u2019ve ever forgotten to put eggs in a cake, you\u2019ll know what I mean!<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If your recipe&nbsp;<strong>to demonstrate the ROI of your customer experience<\/strong>&nbsp;doesn\u2019t include the 3 types of actions (ingredients) listed below, then&nbsp;<strong>it simply won\u2019t work<\/strong>. And with no ROI on the menu, your <a href=\"https:\/\/skeepers.io\/us\/redesign-customer-journey\/\">customer experience<\/a> will inevitably be unbalanced.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"color: #000000\">The 3 necessary ingredients are:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"color: #000000\">Micro-actions<\/span><\/li>\n\n\n\n<li><span style=\"color: #000000\">Macro-actions<\/span><\/li>\n\n\n\n<li><span style=\"color: #000000\">Cultural actions<\/span><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"chap1\"><strong>Micro Customer Experience Actions to Obtain ROI<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Responding to&nbsp;<strong>a customer who gives you a poor score<\/strong>&nbsp;and\/or asks to be contacted is an essential type of action to improve your customer experience. Add it to your recipe.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Resolving a problem at first contact<\/strong>&nbsp;is a widespread objective in most organisations that care for their customers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In an omnichannel context,&nbsp;<strong>the level of response should be the same<\/strong>&nbsp;whether the customer calls, sends an email, SMS, posts a comment or starts a chat conversation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dashboards displaying customer feedback in real time are also commonplace in most companies. This process provides the means to&nbsp;<strong>follow-up on dissatisfaction<\/strong>&nbsp;and inform each manager of any specific issues.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The development of customer interaction platforms has helped <a href=\"https:\/\/skeepers.io\/us\/beauty-industry\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer experience<\/a> managers to understand the importance of micro-actions. They are \u201cmicro\u201d&nbsp;<strong>because they deal with one customers\u2019 issues at a time<\/strong>. Managing your customers\u2019 problems on a case-by-case basis can significantly reduce the risk of them leaving you for the competition.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">So, how do you&nbsp;<strong>measure the ROI<\/strong>&nbsp;of this type of action? Calculate the revenue generated by customers following a dissatisfaction and perform the same calculation after implementing micro-actions. You\u2019ll soon make back the cost of dealing with a dissatisfied customer.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" src=\"https:\/\/skeepers.io\/app\/uploads\/2022\/10\/customer-reviews-2.jpg\" alt=\"customer reviews\" class=\"wp-image-22174\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"chap2\"><strong>Macro Customer Experience Actions to Obtain ROI<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Micro-actions allow you to put a plaster on a wound in an individual and personalised way. But as the old saying goes, \u201cprevention is better than cure\u201d.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Universal \u201cpains\u201d<\/strong>&nbsp;have the greatest impact on&nbsp;<strong>customer experience, brand perception, corrective spending<\/strong>&nbsp;and&nbsp;<strong>churn<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"customer-experience\"><strong>Customer Experience<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>First impressions are decisive<\/strong>. You rarely get a second chance. Getting customers to forget or forgive a faux-pass often takes time and investment.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"brand-perception\"><strong>Brand Perception<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The overall feel of your experience either&nbsp;<strong>reinforces<\/strong>&nbsp;or&nbsp;<strong>undermines the brand values<\/strong>&nbsp;you wish to convey.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"corrective-spending\"><strong>Corrective Spending<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Corrective spending<\/strong>&nbsp;is any financial investment in something&nbsp;<strong>that didn\u2019t work in the first place<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Technologies (such as Smart\u00a0<a href=\"https:\/\/skeepers.io\/us\/feedback-management\/\">Surveys<\/a>) help to identify the shortfalls of a product, service or distributor (partners, suppliers) in order to take the necessary corrective actions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A company\u2019s support team\u2019s policies and processes can also easily be reviewed.<\/p>\n<p>&nbsp;<\/p>\n<p>\n\n\n\n<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-22175\" src=\"https:\/\/skeepers.io\/app\/uploads\/2022\/10\/questionary-customer.jpg\" alt=\"questionary customer\" \/><\/figure>\n<\/div>\n<p>\n\n\n\n<\/p>\n<h3 class=\"wp-block-heading\">\u00a0<\/h3>\n<h3 id=\"customer-churn\"><strong>Customer Churn<\/strong><\/h3>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">One of the main reasons\u00a0<strong>customers leave<\/strong>\u00a0is an incompatibility with the way a company works.<\/p>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">Customers will forgive occasional weaknesses in your organisation. But if your overall customer experience and service\u00a0<strong>does not match the user\u2019s expectations<\/strong>, then the\u00a0<strong>customer relationship<\/strong>\u00a0is likely to sour, or even\u00a0<strong>come to an<\/strong>\u00a0<strong>end<\/strong>.<\/p>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">Macro customer experience actions address universal or widely shared customer \u201cpains\u201d. This usually requires\u00a0<strong>in-depth analysis<\/strong>\u00a0of different customer groups to\u00a0<strong>get to the bottom of the problem<\/strong>\u00a0and prevent it from reoccurring. A CRM overview will help you gain perspective on the reasons for these blockage points.<\/p>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\"><strong>Cross-company collaborations<\/strong>\u00a0(brainstorming, validation, resolution and creation of answers to customer problems) are tools for macro customer experience actions.<\/p>\n<p>&nbsp;<\/p>\n<p>\n\n\n\n<\/p>\n<h2 class=\"wp-block-heading\" id=\"chap3\"><strong>Cultural Customer Experience Actions to Obtain ROI<\/strong><\/h2>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">To be successful, you need to engage all your employees. They must be\u00a0<strong>aware of the importance of customer experience\u00a0<\/strong>and\u00a0<strong>the impact of their actions<\/strong>\u00a0and behaviour at each point of contact.<\/p>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">Getting employees involved in cross-functional customer experience actions is rare in companies, especially among teams that are not in direct contact with customers.<\/p>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.cmswire.com\/customer-experience\/how-cultural-differences-impact-customer-experience\/\" target=\"_blank\" rel=\"noopener\">Cultural customer<\/a>\u00a0experience actions consist in\u00a0<strong>focusing employee attention and behaviour\u00a0<\/strong>on customer\u00a0<strong>wellbeing<\/strong>\u00a0and\u00a0<strong>success.<\/strong><\/p>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">To measure the ROI of this type of action, test your organisational policy on a pilot team and measure their\u00a0<strong>incremental<\/strong>\u00a0performance.<\/p>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">If you succeed, the whole company will be focused on\u00a0<strong>making customers happy<\/strong>.<\/p>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">Customer experience actions can therefore be closely linked to the company\u2019s vision, mission, values, exceeding goals, team recognition, promotion criteria, investment criteria, and so forth.<\/p>\n<p>\n\n\n\n<\/p>\n<h3 class=\"wp-block-heading\" id=\"the-recipe-and-roi-for-success\"><strong>The Recipe and ROI for Success<\/strong><\/h3>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">For the best results, ensure that all the ingredients are ready before you get started.<\/p>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">If you\u2019ve already begun, the good news is that, unlike when baking a cake, you can add missing ingredients to the customer experience as you go along. Better late than never!<\/p>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">And since you\u2019re adding items as you go, it\u2019s easy to check the benefits they generate by comparing before and after.<\/p>\n<p>\n\n\n\n<\/p>\n<p class=\"wp-block-paragraph\">When these 3 ingredients are combined, your return on investment is significantly higher. This will help you secure your company\u2019s position for a long time to come.<\/p>\n<p>\n\n\n\n<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>\n\n\n<\/p>\n<p><!--HubSpot Call-to-Action Code --><\/p>\n<p><span id=\"hs-cta-wrapper-cb2d0916-f405-47e9-bb18-4064b993938a\" class=\"hs-cta-wrapper\"><span id=\"hs-cta-cb2d0916-f405-47e9-bb18-4064b993938a\" class=\"hs-cta-node hs-cta-cb2d0916-f405-47e9-bb18-4064b993938a\"><!-- [if lte IE 8]&gt;-->\n\n\n\n\n\n\n\n\n\n<div id=\"hs-cta-ie-element\"><\/div>\n\n\n\n\n\n\n\n\n\n<a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/20304540\/cb2d0916-f405-47e9-bb18-4064b993938a\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" id=\"hs-cta-img-cb2d0916-f405-47e9-bb18-4064b993938a\" class=\"hs-cta-img\" style=\"border-width: 0px\" src=\"https:\/\/skeepers.io\/app\/uploads\/2022\/10\/cb2d0916-f405-47e9-bb18-4064b993938a.png\" alt=\"Discover our Solutions: Book your Demo\" width=\"700\" height=\"159\" \/><\/a><\/span> hbspt.cta.load(20304540, &#8216;cb2d0916-f405-47e9-bb18-4064b993938a&#8217;, {&#8220;useNewLoader&#8221;:&#8221;true&#8221;,&#8221;region&#8221;:&#8221;na1&#8243;}); <\/span><\/p>\n<p><!-- end HubSpot Call-to-Action Code --><\/p>","protected":false},"excerpt":{"rendered":"<p>Most things in life need specific ingredients to function properly. If you\u2019ve ever forgotten to put eggs in a cake, you\u2019ll know what I mean! If your recipe&nbsp;to demonstrate the ROI of your customer experience&nbsp;doesn\u2019t include the 3 types of actions (ingredients) listed below, then&nbsp;it simply won\u2019t work. And with no ROI on the menu,&#8230;<\/p>\n","protected":false},"author":28,"featured_media":23694,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[211],"tags":[],"case_study_solution":[],"landing_page_cat":[],"post_folder":[],"class_list":["post-158202","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-us"],"acf":[],"_links":{"self":[{"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/posts\/158202","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/users\/28"}],"replies":[{"embeddable":true,"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/comments?post=158202"}],"version-history":[{"count":0,"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/posts\/158202\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/media\/23694"}],"wp:attachment":[{"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/media?parent=158202"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/categories?post=158202"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/tags?post=158202"},{"taxonomy":"case_study_solution","embeddable":true,"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/case_study_solution?post=158202"},{"taxonomy":"landing_page_cat","embeddable":true,"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/landing_page_cat?post=158202"},{"taxonomy":"post_folder","embeddable":true,"href":"https:\/\/skeepers.io\/us\/wp-json\/wp\/v2\/post_folder?post=158202"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}