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CX Tip #6: Measure the Value of Key CX Metrics
(Customer Connectedness)

If you know the value of improving a CX metric, then it’s easier to make the case for investments. JetBlue has previously measured that every promoter is worth $33 extra dollars ($27 from referrals and $6 from loyalty) to while a detractor is worth $104 less than average. One point change in JetBlue’s NPS is worth $5 to $8 million. Temkin Group research shows that a modest increase in the Temkin Experience Ratings can result in a gain over three years of up to $382 million for US companies and up to £263 million for UK firms, depending on the industry. It’s important for companies to develop this type of analysis for their business. Click for more info

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