The Economics of Customer Experience



Investing in Customer Experience 

Companies have a choice regarding their investments. They can invest in improving their customer experience, or they can increase the costs of lead generation, sales, service, complaint resolution and retention.

Either way, investments must be made. Understanding the relationship between customer experience and the costs of running a business helps companies realize that customer loyalty is the more profitable investment.

Only by looking at a customer experience strategy through the lens of economics will organizations be able to place the topic at the top of a corporate agenda, with the highest sense of urgency.

For more, download the chapter entitled “Economics of Customer Experience” from Customer Experience Strategy.


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Customer Experience Strategy

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Watch: Lessons from Customer Experience Transformation – An Overview