Customer-Facing User Experience: What's the ROI?


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Small enterprises that invest in user experience engineering (UXE) for a customer-facing Web site can expect to see a return in several of the following ways:

  • Making money by increasing conversions and cross-channel sales.
  • Making money by increasing upsell.
  • Making money by improving customer retention.
  • Saving money by reducing contact center transactions.
  • Saving money by reducing development costs.
  • Saving money by reducing maintenance costs.

This research note provides examples and calculations that make the business case for UXE.

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