Transcript excerpt from a talk discussing how to measure the return on investment (ROI) of business inputs—people, time, and money—by quantifying costs (effort, time, monetary) and expected benefits (employee NPS, customer NPS, gross margin/profit, revenue). The speaker frames a set of precise metrics/questions to evaluate whether an initiative improves employee and customer satisfaction and financial outcomes.
What's the ROI of our three inputs? We have people, we have time, and we have money from the people working on it. How much time is it going to take them? How much effort? How much bandwidth? How many days or weeks or months is it going to take to put this thing in place? And how much money is it going to cost us? And then what's the return on those investments? Is it going to make our people happier? How will it increase our employee net promoter score? Is it going to make our customers happier? How will it increase our customer net promoter score? Will it drive more gross margin or profit? And how much? And then will it increase revenue and how much.
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