Greetings!
As my headline indicates, we are very excited about a new development in the CX measurement and strategy industry. What if there was a better way to measure the financial impact of your customer’s experience? Today, most organizations, perhaps like yours, use metrics such as NPS to measure, manage, and invest in the customer experience.
The Challenge: Most legacy CX performance metrics lack the diagnostic acuity required to consistently drive financial performance. This sentiment was recently echoed by the creator of NPS – Fred Reichheld, who stated “Unfortunately, self-reported scores and misinterpretations of the NPS framework have sown confusion and diminished its credibility."
The Result: Questions surface from Executive Leadership, shareholders, and team members regarding the efficacy of the data because often customer measurement scores move in the opposite direction of financial performance.
So, if these legacy metrics are fraught with issues, what can replace it?
Verde Group launched an initiative in 2020 to create an improved metric for measuring and managing the customer experience. The goal was to create a metric that was highly correlated to revenue outcomes and was easy to understand and simple to deploy. The CX Index has been built using data and knowledge ascertained from Verde Group’s work with global brands and Fortune 500 companies for over 2 decades.
Our Ask
At Verde, we understand that CX excellence has never been easy. And in today’s environment – where technology, customer expectations, and the competitive landscape are rapidly changing – it is harder than ever. Our hope is to get 30 minutes of your time to get to know you and your needs better, and to share our CX Index work with you. At a minimum, you will have new information regarding CX measurement solutions that may help with your current efforts.
Please let us know if you’re open to a brief introductory call. We are excited to share our story with you and your team.
