What If Customer Experience Has No ROI?

One of the most challenging questions I get is, "How much will improving the customer experience add to our company's bottom line?" The problem is that many factors come into play regarding the level of success of a service improvement initiative, not the least of which is the level of organizational commitment to the effort.

I just read an interesting blog post on the subject by Bruce Temkin titled, What if Customer Experience Has No ROI? He makes some great points, and I was most intrigued by his description of the "Kano Model." Check it out.

For anyone involved in improving the customer experience, I highly recommend subscribing to Bruce's blog. I have.