CXPA Members Insight Exchange Event

I am en route to the CXPA Members Insight Exchange Event.  I have been looking forward to this for a while.  Side note - in flight wifi is a great example of anticipating my needs as a business flyer.  However, charging for checked bags then not having space for the allotted carry-on luggage is an example of a customer interaction I would give a red to in overall health.

I may end up being a track-jumper at the conference.  I am particulary interesting in getting more insights to how to caluclate the ROI.  While I feel it makes perfect sense that delighted customers will remain loyal, result in a lower cost of sales, and spend more money with your organization than dissatisfied, or merely satisfied customer will, I am very interested in how people are calculating and measuring this.  Just as with streamlining processes, there are so many soft returns and measures you cannot unequivocally tie back to the customer experience initiatives.



How do you estimate ROI, and how do you prove after the fact that your estimates were valid?


I am also interested in learning how others are leveraging the power of social media to make marked improvement in learning from, reacting to, and proactively improving the customer experience through word-of-mouth.


I will keep you posted.