Choosing the Right CX Metrics for Your Business


Chris Brown

Chris Brown

Author Bio


Bruce Temkin

Bruce Temkin

Author Bio

Bruce Temkin is widely recognized as a leading expert in customer experience. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. His company, Temkin Group, is a leading research and consultancy focused on enterprise-wide customer experience transformation. He is also the Chair and co-founder of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization. He also writes one of the most popular blogs on the topic, blog Customer Experience Matters. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters.

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.

 

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