Panel Q&A: How to Fund Online Customer Experience Initiatives

Question: How do you show the value of a user experience project and get it funded?

It doesn’t need to be more difficult to apply an ROI on the user experience; you can monetize it. You can improve the look of your shopping cart and see higher conversion. We’ve done a lot of customer satisfaction monitoring. Ask yourself, what is improving that customer experience going to do for you [monetarily]?
— Jessica Weiland, senior vice president, marketing and customer care, Neiman Marcus Direct