Customer Experience initiatives can often feel like we’re doing something as complicated as learning to fly. Tom Petty’s 1991 hit was inspired by a quote from a pilot who said that the hardest part was coming down. That safe landing is ultimately the return you’re looking for when you’re flying. It’s a fairly simple way to measure success.

For Customer Experience initiatives, measuring success can be more complicated. But that doesn’t mean you can’t do it and do it well. Former Army Aviator turned CX Consultant, Jeff Sheehan, has some advice for getting ROI out of your CX initiatives and it starts with listening to what customers are telling you every day.

We discuss:

Connect with Jeff on LinkedIn – https://www.linkedin.com/in/jeff-sheehan-thecxroiguy/

CX JS Consulting – https://cxjsconsulting.net/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

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