The logic: Your revenue is $35M. A 12-point NPS gain translates to 3% revenue acceleration from referrals and expanded accounts.
Research: London School of Economics — 12-point NPS increase correlates with 3% revenue growth.
3. Retained Revenue from Reduced Churn
Revenue +$542K
$35M × 18% churn × 8.6% reduction = $541,800
The logic: You lose 18% annually to churn ($6.3M). A 12-pt NPS improvement reduces churn by 8.6%, keeping $542K in customers.
Research: Bain & Company — NPS leaders see 2-4x higher retention rates than laggards.
4. New Business Acceleration
Not Quantified
The logic: New prospects land in a high-ePS, high-NPS environment. Close rates improve, sales cycles shorten, CAC drops. We don't model this because it varies by sales motion — but it's real.
Research: Gallup shows engaged teams have 20% higher sales. This impact is additive to the numbers above.
Year 1 Projected Economic Value Creation
EBITDA impact ($331K) + Revenue impact ($1.59M)
$1.92M
Expected Mid Case · Range: $960K (conservative) to $2.88M (optimistic)
What's Included:
Value of increasing your CX3 score with current workforce and customer base.
What's Not Included:
These projections do not include new business growth from sales operations.
The Question Isn't Whether to Invest in CX3 Leadership
It's whether to leave $1.92M on the table. Contact CX3 Strategy today.
Expected ROI
1,820%+
IMPACT
Strategic Value & Compounding Returns
The CX3 Flywheel: These Gains Compound
ePS → NPS → EBITDA → Valuations → ↺
VALUE ($)
ePS / NPS
Projected 3-Year Economic Value Creation
Cumulative value from existing business optimization
$8.46M
Year 1
Implement CX3 framework. Align leadership, operations, people strategy. Early wins in months 3-6.
Year 2
Year 1 gains become baseline. Retained customers compound. Engaged employees deliver better experiences.
Companies with strong ePS, NPS, and predictable revenue command higher valuation multiples. Lower churn means lower risk. Engaged teams mean sustainable performance.
The math: If CX transformation adds even a 0.5x multiple to your EBITDA valuation, that's $2.6M+ in enterprise value creation.
Beyond the Numbers: Strategic ValueNon-quantifiable benefits of equal importance
🛡️
Competitors Can't Copy Culture — Products replicate in months. Culture takes years. This is your durable competitive advantage.
🧲
Talent Wants to Join (and Stay) — Great people seek out companies where they do meaningful work. Recruiting costs drop.
📣
Customers Become Your Sales Force — Promoters recruit new customers. Your best salespeople are already on payroll.
💰
Pricing Power Replaces Discounting — Customers pay more for better experiences. Margins expand without additional cost.
APPENDIX
Methodology & Benchmarks
How We Built These Projections
CX3 Score to Industry Quartile Mapping
Your CX3 score maps to industry quartile performance based on Gallup Q12 engagement benchmarks and Bain NPS research:
Siloed (0-20) → Bottom 25%: ePS -10 to +10, NPS -10 to +10 Fragmented (21-35) → 25-50%: ePS +10 to +25, NPS +10 to +25 Aligned (36-50) → 50-75%: ePS +25 to +45, NPS +25 to +45 Unified (51-58) → Top 25%: ePS +45 to +70, NPS +45 to +70
Research-Based Multipliers
We apply conservative multipliers from peer-reviewed research:
• Churn reduction: 5% relative reduction per 7-pt NPS gain, capped at 30%
• EBITDA lift: 5.25% per 10-pt ePS gain (~25% of Gallup's 21% top-quartile premium)
• Revenue acceleration: 3% per 12-pt NPS increase (London School of Economics)
Industry BenchmarksWhere do you stand?
Employee Promoter Score (ePS)
Industry Average+12
Top Quartile+35
Best in Class+55
Net Promoter Score (NPS)
Industry Average+32
Top Quartile+55
Best in Class+70
Annual Churn Rate
Industry Average13%
Top Quartile8%
Best in Class5%
Acme Corp18%
About CX3 Strategy
Ken McLoughlin built the CX3 framework based on peer-reviewed research and 25+ years of development and deployment across 100+ client engagements, representing $165M in service delivery to brands including Walmart, Hasbro, and Thermo Fisher. The CX3 approach focuses on whole-company CX—unifying leadership, customer operations, and people strategy into a single CX3 growth and excellence flywheel.
That's Acme Corp's Numbers. What's Yours?
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