CX Metrics is not a Goal, It is a Tool to Gauge Your Performance
We all know that customer experience (CX) has become the primary competitive differentiator for today’s B2C and B2B businesses. In fact, customer experience now ranks higher than price and product as a key brand differentiator.
Whatever metric is used, in many cases companies only focus on the score itself. Focusing on the numbers is important, however the process and mechanism behind the metric system plays an even more critical role for the measurement program’s success. CX score itself doesn’t guarantee your future performance unless you do your best to understand the drivers of satisfaction and act upon them.
In this e-book, we’ll explore some of the key customer experience metrics and how to approach them with a continuous improvement mindset. We’ve also highlighted why driver analysis is key for structural improvement efforts. Finally, we offer a checklist to help you go beyond the measurement and sustain the gain.