ROI Toolkit

Broken Promises and Lifetime Value

Investing in service reduces service failures and increases customer lifetime value.

The Principle

Invest Ā£X in Service to Reduce Broken Promises ā†’ Improve NPS Scores ā†’ Increase Retention & Customer Lifetime Value (Ā£X) ā†’ Drive Revenue Growth ā†’ Deliver ROI (Ā£Z)

The methodology

An example of how an organisation might use the Broken Promises and Lifetime Value metric

Things to consider

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Key research/insight from us

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How we can help deliver this metric or improvements to your company

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Increase Revenue Metrics

Broken Promises and Lifetime Value

Broken Promises and Lifetime Value

Cost to Serve Efficiency

Cost to Serve Efficiency

CSAT and Retention

CSAT and Retention

Customer Lifetime Value

Customer Lifetime Value

Marketing Spend and Conversion Rates

Marketing Spend and Conversion Rates

Outbound Service and Sales

Outbound Service and Sales

Retention and A/B Testing

Retention and A/B Testing

Value of Word of Mouth

Value of Word of Mouth

Reduce Cost Metrics

Complaints Reduction

Complaints Reduction

Employee Engagement ROI

Employee Engagement ROI

Regulated CSAT

Regulated CSAT

Resolution Time and Compensation

Resolution Time and Compensation

Savings from Failure Demand

Savings from Failure Demand

Technology and Cost Reduction

Technology and Cost Reduction

We provided XYZ across multiple sectors

Utilities

Utilities

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Transportation

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Telecommunications and Media

Social Housing

Social Housing

Retail (Non-Food)

Retail (Non-Food)

Retail (Food)

Retail (Food)

Public Services (National)

Public Services (National)

Public Services (Local)

Public Services (Local)

Manufacturing

Manufacturing

Leisure and Tourism

Leisure and Tourism

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Insurance

Financial Services

Financial Services

Construction & Real Estate

Construction & Real Estate

Business Services

Business Services

Automotive

Automotive

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