Most people recognize the value of a great customer experience. As customers, we want to interact with brands that deliver great experiences, we become loyal to these brands, and we recommend them to family and friends. But as executives leading businesses, the value of delivering great customer experience has been so hard to quantify.
Until now. In recent research, Peter Kriss has found it is possible to quantify the impact of customer experience—and the effects are huge. Customer experience has a significant impact on future spending and is a major driver of future revenue.
In this interactive Harvard Business Review webinar, Kriss describes how the value of customer experience can be quantified and what can be learned from doing so. He shares insights about improving the customer experience, decreasing customer churn rates, and simultaneously lowering the cost to serve customers.