The Scientific Impact of Customer Experience Investments

Understanding the business impact of customer experience efforts can be challenging for product and brand teams to measure. These efforts are invested in to move typically softer, less quantifiable metrics. MODIV understands the importance of being able to move from abstract, subjective measures to hard metrics, more suited for financial analyses and impact studies.

By tying MODIV’s on-demand brand perception methodology to internal business reporting and data, we were able to move our Client to a more refined analysis, attributing portions of financial performance to specific customer experience measures.

MODIV’s approach also allowed our Client to establish a more refined focus on optimizing CX efforts. With a recurring study, the experienced team can more readily test in-hotel and digital concepts, optimizing to those that have the largest impact on strategic brand perceptions.

Measuring the impact of customer experience projects on guest perception and, ultimately, financial performance has elevated these efforts to a higher priority within our Client’s annual planning process. The opportunity to discuss the impact of these often less tangible outcomes means they can be invested in a higher level of confidence, knowing what trade-offs truly cost.

By monitoring these projects in a formal, ongoing way, our Client has also been able to tune the organization’s CX efforts to ensure true impacts on brand perception. Since MODIV”s methodology was implemented, our Client as seen a nearly 2x improvement in focus perceptions.