Customer Experience Results Measurement
PROOF THAT IT WORKS
Understanding what is having an impact allows you to move resources to further support growth. When it comes to Customer Experience, it is important to understanding the leading indicators of the experience in order to react quickly as well as the KPIs surrounding Customer Loyalty, Retention and Advocacy.
Measurement should be based around a scorecard and metrics that measure significant impact as opposed to measuring too many things and losing focus.
Results should be consistently communicated to all levels of the organization on a regular basis to reinforce commitment.