Customer Experience strategies are increasing in importance but despite best intentions, the commitment to customer experience seems to stop when companies are asked to write a cheque.  With so many ways that customers want to reach you, so many customer-facing employees, so many technical solutions to consider, and increasing pressure to increase profit, how do you decide where to spend your limited CEM budget? 

• Companies that understand metrics such as the cost of a new customer or the cost of a complaint can translate the impact of changing the customer experience on these metrics
• Once you understand some of the metrics associated with CE, compare yourself with standard benchmarks for these metrics
• Think about the risk of changing but also the risk of doing nothing

You may want to consider utilizing the services of a customer experience consultant to clarify which investments are right for your situation and to help you build the business case for your CEM initiatives.  Important insights into financial impact will help you prioritize initiatives and develop a superior customer experience strategy.