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JUNE 13, 2024

Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO. A 9700% CX ROI? She’s dissected and painstakingly diagrammed each one. No more layoffs.

ROI 32

ROI Metrics Sales Benchmarking 32

Harvard Business

JUNE 30, 2017

Almost half (49%) said that it was difficult to ensure a return on investment (ROI). It has trained and placed 11,000 graduates into entry-level jobs in four sectors: health care, tech, retail/sales, and skilled trades. These metrics can be converted into an estimate of ROI for the employer. and sixfold in India.

Training 41

Training Training ROI Metrics 41

Harvard Business

NOVEMBER 7, 2017

The fourth gap between strategy and execution is in measurement and metrics. The assumption is that financial measures like cost and revenue are sufficient metrics to measure progress. You need metrics that tell you how well your game plan is being executed — metrics that all of your players can organize around.

Strategy 45

Strategy Strategy Strategy& Metrics 45

Harvard Business

AUGUST 29, 2016

Companies deploying emotional-connection-based strategies and metrics to design, prioritize, and measure the customer experience find that increasing customers’ emotional connection drives significant improvements in financial outcomes.

Retail 51

Retail Apparel Financial ROI 51

Harvard Business

SEPTEMBER 24, 2018

In Grand Rapids, Michigan, for instance, Grid70 houses design, business innovation, and product development teams from a grocery chain, shoe retailer, and consumer goods manufacturer — no coding required. As one might imagine, demonstrating the ROI of this is difficult — most don’t even try.

Company 39

Company Case Interview Engineering ROI 39

Harvard Business

MARCH 22, 2017

Like many retailers, Macy’s has traditionally spent 85% of its marketing budget on driving sales. Each outbound communication is measured individually for immediate ROI. The metrics also changed. These members are 2.6 times more likely to stay with Kaiser Permanente two years later. The results?

Marketing 50

Marketing Agile Fashion Sales 50

Harvard Business

MAY 7, 2018

How exactly are they doing that, and thereby realizing further gains in ROI? The digital director of the Dutch cosmetics retailer Rituals noted that improving its customer prospecting gives the firm more time to “develop creative and ad messaging that is most true to our brand.”

Marketing 28

Marketing Bain Advertising Data 28