Skip to Content

Connecting the Dots: Aligning CX KPIs with Business Outcomes

Steve King Senior Vice President: Customer Experience 13/02/2024

At Savanta, we've built a legacy of assisting organizations in boosting revenues by crafting and delivering exceptional experiences. Regardless of the terminology - customers, users, clients, passengers, or shoppers - the core objective remains the same: to devise and deliver optimized experiences.

The cornerstone of our experience proposition is the belief that robust CX measurement is not merely a tool for enhancing customer retention, but a significant driver for revenue growth. Effective CX offers a positive ROI by delivering insights that support business objectives, whilst engaging stakeholders in the commercial benefits of improving customer-brand relationships.

Understanding the ‘Why?’ Behind CX

The crux of our CX methodology is to address the ‘Why?’ that propels actionable recommendations. Without this, CX risks becoming a metric-centric tool that, while crucial for KPI setting and remuneration, may not effectively connect with commercial impact.

Connecting the Dots: From CX KPIs to Business Outcomes

At Savanta, we adopt a unique approach. Across a range of research solutions, our focus is on empowering clients to make informed decisions. When it comes to CX, this means linking CX KPIs (attitudes and perceptions), behavioural intentions, and actual business outcomes.

Our validated framework is central to this process. It offers innovative methods to predict revenue growth per customer from CX, moving beyond the standard NPS. Our framework emphasizes:

  • Enhancing both functional and emotional experiences through Savanta’s ‘Five Building Blocks of Loyalty.’
  • Progressing beyond satisfaction and retention to better predict revenue growth.
  • Developing customer attitudinal loyalty and advocacy for deeper engagement and influencing future behaviour.

Leveraging Key Metrics to Drive Business Outcomes

But having highly accurate behavioural measures forms only part of the narrative. We employ these key metrics to identify which levers to pull to achieve desired business outcomes. We underline the impacts of different actions and unearth fresh opportunities, guiding clients to invest in areas that will yield maximum impact on business results.

Our evolved CX framework is equally effective across touchpoint surveys, extensive relationship studies, journey mapping and measurement, and ad hoc CX and loyalty projects. It is proven to predict business outcomes for both B2C and B2B brands, across a variety of sectors and methodologies.

Start getting closer

If your current CX research is not driving revenue growth or providing clear indicators to achieve your business goals, is it time to reevaluate your investment in this area?

We would be delighted to discuss how you can refine your current strategy, merging the best of your existing approach with fresh insights to build customer loyalty with enduring commercial impact. Get in touch and start working on your closeness strategy today.

Check out our full offering here!

Knowledge centre

Read More
Explore
Automotive | Business & Professional Services (B2B) | Charities & Not-For-Profit | Customer Experience | Customer journey mapping | Customer satisfaction & NPS | Eating & Drinking | Education | Energy, Water & Utilities | Fashion & Beauty | Financial Services | FMCG | Health & Wellbeing | Loyalty & retention | Luxury | Media | Pharma | Politics | Property & Construction | Public Sector | Retail | Sport & Leisure | Technology & Telecoms | Transport | Travel | Wealth Management | Youth

Travel trends in 2024: exploring the sector's rebound and the decline in older adult flyers

11/02/2024 - by James Rentoul
Automotive | Business & Professional Services (B2B) | Charities & Not-For-Profit | Customer Experience | Customer journey mapping | Customer satisfaction & NPS | Eating & Drinking | Education | Energy, Water & Utilities | Fashion & Beauty | Financial Services | FMCG | Health & Wellbeing | Loyalty & retention | Luxury | Media | Pharma | Politics | Property & Construction | Public Sector | Retail | Sport & Leisure | Technology & Telecoms | Transport | Travel | Wealth Management | Youth

Unveiling attitudes towards sustainability among US millionaires

13/12/2023 - by Ella Taylor
Automotive | Business & Professional Services (B2B) | Charities & Not-For-Profit | Customer Experience | Customer journey mapping | Customer satisfaction & NPS | Eating & Drinking | Education | Energy, Water & Utilities | Fashion & Beauty | Financial Services | FMCG | Health & Wellbeing | Loyalty & retention | Luxury | Media | Pharma | Politics | Property & Construction | Public Sector | Retail | Sport & Leisure | Technology & Telecoms | Transport | Travel | Wealth Management | Youth

Communication testing: It’s all about the journey

12/12/2023 - by Steven Brown
Automotive | Business & Professional Services (B2B) | Charities & Not-For-Profit | Customer Experience | Customer journey mapping | Customer satisfaction & NPS | Eating & Drinking | Education | Energy, Water & Utilities | Fashion & Beauty | Financial Services | FMCG | Health & Wellbeing | Loyalty & retention | Luxury | Media | Pharma | Politics | Property & Construction | Public Sector | Retail | Sport & Leisure | Technology & Telecoms | Transport | Travel | Wealth Management | Youth

Find your focus for 2024: what will drive growth for your brand?

12/12/2023 - by Alex Ward-Booth
Automotive | Business & Professional Services (B2B) | Charities & Not-For-Profit | Customer Experience | Customer journey mapping | Customer satisfaction & NPS | Eating & Drinking | Education | Energy, Water & Utilities | Fashion & Beauty | Financial Services | FMCG | Health & Wellbeing | Loyalty & retention | Luxury | Media | Pharma | Politics | Property & Construction | Public Sector | Retail | Sport & Leisure | Technology & Telecoms | Transport | Travel | Wealth Management | Youth

Embracing Artificial Intelligence

06/12/2023 - by Lisa Fourie