What gets measured gets done. It's important to define what you are trying to achieve from a set of metrics you want to use, as well as what you want to improve, and to understand the operating model in your organization.
Types of Customer Measurement:
Strategic Measurement: This measures your strategic objectives and KPIs so that everyone in the organization rally around them. There are two primary measurements:
Touchpoint, Journey, or Episodic Measurement: This measures crucial touchpoint experiences or episode milestones that customers go through during their journey with your organization.
Transaction or Event Driven Measurement: This measures the experience following a specific event or interaction with your organization.
Social Measurement: What customers are saying in a public forum via social media channels.
After you define the type of measurement, you want to identify the right metric or set of metrics that are relevant to where the customers are in their journey with your organization.
Ensure you are setting up a metric that measures your customer value. This is the ultimate metric that each organization should establish if want to have a customer culture
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