Bruce Temkin has done a great job on this infographic and of course the research that supports it: ROI of Customer Experience (Infographic). I found myself considering the many uses of this graphic, mostly when discussing with a new or potential client the potential improvements and results that we expect to achieve with investments in CX Programs. I noted that he is looking at revenue impact over 3 years. This is important as you spend the first year setting up and internalizing the potential in your organization.
Once the C-Suite gets a taste for the benefits, programs increase both in depth and breadth across the organization. By the third year, clients are making enterprise scale proactive investments to drive the customer experience and start seeing the truly transformational impact of the customer centric culture!