This is the return on investment (ROI) that an organization receives from its experience initiatives. It starts with motivated employees, which create healthy company cultures, which ultimately create happy customers who buy more, buy more often, and refer others. This investment in experience translates to tangible returns such as cost savings due to higher employee retention and increased revenue from increased customer purchases.
- Key Performance Indicators (KPIs)
- Customer Experience (CX)
- Employee Experience (EX)
- Book: The Center of Experience (2020)