Make Sense of Customer Experience Metrics to Drive Business Results
4 critical components of customer experience metrics are addressed in this webinar:
– Consistent: If companies don’t use the same core set of customer experience metrics across the company then there will never be a strong, common dialogue around customer experience.
– Impactful: When organizations don’t make decisions based on customer experience metrics, then those metrics are useless.
– Integrated: Companies make trade-offs across their business all the time. Customer experience metrics need to be integrated into those business discussions.
– Continuous: If you want to actually make improvements in your business, then customer experience metrics need to become an ongoing tool used to run, not just measure, the business.