Chapter 16
Making the Most of Measures: Key Customer Experience Metrics
In This Chapter
Choosing simple metrics to start
Looking at loyalty and satisfaction
Measuring customer retention
Assessing seamlessness and ease of doing business
Understanding the benefits of benchmarking
You’ve probably heard it before: “What gets measured gets improved.” It’s age-old wisdom. Even Galileo had something to say on the matter: “Measure what is measurable, and make measurable what is not so.”
Customer experience is no exception. By measuring customer experience, you can determine what’s working and what’s not. Plus, when you have a good set of customer experience measures, your hard work will earn more attention and respect from internal stakeholders and, ultimately, gain traction for your customer experience program.
You have to prove that your customer experience efforts are worthwhile, and that means you need clear, concise, and easy-to-understand measures. Of course, no measures are perfect, ...
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