I am often asked the CX/ROI question? How do we know our investment in CX strategies will result in higher sales/profits/market share? What are the measurable metrics? My answer is always the same. To ask the question means you are likely looking down the wrong end of the telescope. You are focusing on the return instead of the investment.
This month we explore ROI, the need to shift to DTI (a Desire to Invest) and examine the power of emotive connection and customer: brand relationship through spiritualism, healthcare, hospitality, and Taylor Swift. I also reminisce on my poor relationship exploits as an 11-year-old hormonal pre-teen. It all ties together, trust me.
Now widely known as the ‘King of Customer Experience’, Ken Hughes is considered one of the World’s top speakers on consumer behaviour and values, organizational change, the customer and employee experience, leadership, agility, creativity and innovation. He blends his expertise in consumer and cyber psychology, behavioural economics, motivation theory and social anthropology to explore the needs of modern consumerism, leadership and the world of work and predict the changes to come.
You can learn more about Ken Hughes and book any of his keynotes and workshops here: www.kenhughes.com
