“They gave us unprecedented clarity around what earned loyalty in the market and enabled us to communicate hard facts to senior managers and staff alike. I would recommend their approach to any business embarking on a strategy centered around the customer.”
HEAD OF CUSTOMER INSIGHT, O2 IRELAND
What is customer experience measurement?
A way to measure the impact of your customer experience initiative, ensuring that the outcome is positive and that the experience can be sustained.
Measuring indicators such as profitability and EPS growth is vital to understanding business performance but they are lagging indicators – the RESULT of differentiation, and customer loyalty. Making your customer experience sustainable means establishing measures that relate directly to the key drivers of customer loyalty and advocacy.
How we help
- Define a measurement process – to measure the impact of the customer experience and assess the ROI.
- Integrated customer experience scorecard design – including recognised techniques such as Net Promoter Score and Voice of the Customer, and then measure client satisfaction, employee engagement and agreed KPIs after implementation for accurate and timely data that you can use to guide business decisions.
- Dashboard design – an on-line dashboard to feedback results around customer loyalty and advocacy to all levels.
- Communication – following implementation continuous communication of results to all levels of your organisation is recommended to embed the measures and hard-wire this as the way you do business.
