Case Studies
Case Study: Fortitude CXP: Independently Verified ROI for Pre-Need Revenue
Situation:
Since we launched the platform in 2019, we’ve always said that Fortitude CXP is more than just a consumer insights program – it can help businesses improve profitability on multiple fronts. The most obvious way is how CXP collects customer feedback on the processes your customers are experiencing, giving you insight on how to improve operations. However, CXP also provides a valuable lead generation component, teeing up opportunities from families you have recently served, but did not have pre-need plans in place for themselves. We believed that the Fortitude CXP approach to teasing out and teeing up these leads was a unique differentiator, but we needed independent confirmation.
Solution:
We asked a trusted client to put us to the test, aiming to answer 3 key questions:
Was Fortitude CXP generating a strong flow of leads?
Were the Fortitude CXP Leads closing at a higher rate?
Was Fortitude CXP generating a positive Return on Investment?
The sales team took 1 years' worth of leads supplied specifically though Fortitude CXP and matched them against verified sales.
Results:
While we were confident that Fortitude CXP was providing value in addition to operational insights, the findings went beyond our expectations:
46% of completed surveys resulted in a qualified lead.
Fortitude CXP leads were nearly twice as likely to result in a sale compared to other lead sources.
Our client received more than a 10X return for every dollar spent on Fortitude CXP, and exceptional return for any marketing program.