Voice of Customer Programs in a ROI World
How to calculate the ROI of your VoC program
ROI equation: happier customers = increased profitability.
It’s clear that for a VoC program to provide measurable return on investment (ROI), it takes much more than a list of metrics. The challenge lies in proving to your executives that a VoC program generates business value to justify the ongoing investment.
This report provides CX leaders with a way to measure the monetary value of a VoC program.
Included in this report:
- How to calculate the hard-currency ROI of KPIs (including NPS, CSAT
- Ways to elevate the conversation surrounding VoC programs that speak to C-suite stakeholders
- The steps to take that make VoC a determinant of business strategies, processes