Customer Experience

New Video: Customer Experience ROI Lecture

Customer Experience ROI: The Value of Delivering Value




This past Fall I spoke to a diverse group of students, entrepreneurs and seasoned business vets at Old Dominion University. The topic was delivering ROI via Customer Experience. It’s about making sure you know what people expect, want and most importantly need from you. It’s about creating what I call a value loop — designing and building something that provides value to the people that use it — and their use in turn provides value back to you, the creator. If value goes out, value comes back. That’s the gig, that’s what creates success, that’s what creates profitability.

This is the full, unedited, lecture and accompanying slides — consider it a New Year’s Gift :-)

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