How to Build ROI for Customer Experience
Colin Shaw has more than 12 years of experience in justifying the cost of CE programs and gaining senior management buy-in, and he will share with you the three methods Beyond Philosophy uses with great effect.
ROI In Customer ExperienceDate & Time
Thursday, May 5, 2011
11 am-11:30 pm ET; 8-8:30 am PT, 4-4:30 pm GMT, 5-5:30 pm CET
Speaker Panel
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| Colin Shaw |
Colin Shaw, CEO, Founder, and author of three international best-selling Customer Experience books.
Program
How do you build a case for Customer Experience ROI that senior executives in your organization will get behind and support? We all know that this can be a difficult issue that many CE promoters struggle with. Colin has more than 12 years of experience in justifying the cost of CE programs and gaining senior management buy-in, and he will share with you the three methods Beyond Philosophy uses with great effect.
Learning Objectives
• Learn three ways to build the ROI case for improving the Customer Experience.
• Understand how to calculate the cost of a poor Customer Experience.
• Hear examples of convincing approaches for senior executives.