Does your organization rely on common metrics like Net Promoter Score®, Overall Satisfaction, and Customer Effort Score to measure customer experience? Have you started incorporating the increasingly popular customer emotion into your measurement? Do you use different metrics for transactional and relationship measurement?
However you measure the customer experience, it’s useful to take a step back and think about why and how you’re using the metrics that you have in place. Are they the right ones at the right time to really understand the customer’s perspective? And, of course, are you getting too tied up in the metric which is a great indicator but which should never be the sole focus of your CX efforts?
In this webinar, Bruce Temkin, CX Transformist, Temkin Group and Chris Brown, Director, Customer Experience Management, Confirmit, discussed the role of metrics in a CX program and how businesses can ensure they take the right approach to not only boost those metrics, but to drive real business change. They will also cover the following topics:
- The key metrics in use today and when/where they are most effective
- How to ensure your company uses the numbers as an indicator of success, not the end goal
- Alternative approaches to understanding the customer experience, such as social and text analytics, sentiment measurement, and measuring actual customer behavior
*All trademarks are the property of their respective owners. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Bain & Company, Inc., and Fred Reichheld.