0

Customer Experience KPI’s: Unintended Consequences (and How to Avoid Them)

Key Performance Indicators (KPIs) can be invaluable in helping companies manage progress towards their goals. A KPI answers the question “Are we on track?” with a single metric. Put enough KPIs on a dashboard, and you’ve struck management gold: a snapshot of your business, distilled to a single page.

Applied to customer experience improvement efforts, KPIs can help businesses put actionable, “hard” metrics around what can otherwise be a “soft” topic. Just the ticket for aligning your efforts to become more customer centric. So, what’s not to love?

Read More
0

Is the NPS Measurement Still Relevant?

A few days ago I typed the following question into Google; “Is NPS® still relevant?”  Somewhat surprisingly, Google found 3.2 million results.  Apparently, NPS® remains a hot topic in the customer experience community.

Read More
0

The Hanging Customer and Other Lost Opportunities

Have you ever expressed interest in a product online but were never contacted by the company?

I recently visited a website seeking a specialty product for recreational vehicles.  (Since I travel a good deal by RV and am always looking for products that will make traveling easier or better in some way.) The website was very user-friendly, and I easily requested more information. I received an email indicating that all their products were sold through dealers, and a dealer in my area (without the name provided) would contact me soon.

Read More

SHARE

     

Join our Newsletter

RECENT