💰 CX ROI Dashboards

Connect CX-Cause-and-Money-Effects

Lynn Hunsaker
August 04, 2024

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Is CX caused by customers or your company?
— CX is what customers experience as a result of your company’s decisions.
— CX is customers’ ROI on your behaviors.
— CXM is your reactive and proactive management of CX.

ROI = Return on Investment
=What you get is more than what you spent.
= Benefits versus costs.
= Effects received from causes.
Applies to money, time, effort, advantages.

CX ROI = Return on CX Investment
= How your customer benefited.
= How your company benefited.

Your company’s behaviors cause customer behaviors, which cause cost trends and revenue trends.

CX ROI Dashboard

ROI Dashboard
— Show layers of trend charts.
— Illustrates causes and their effects.
Effects
— What you get.
— What customers get.
Costs
— How you caused it.
— Customers’ situation.

Let’s re-direct managers’ attention to cause-and-effect holistically. Thanks for using this approach to radically shift Customer Experience Leadership Value.

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All the best,
Lynn

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