“If you can’t measure it, you can’t improve it.” - Peter Drucker
When a company measures its customer experience, the data that is collected can be used to improve services, products, marketing messages and business strategies. This can lead to increased sales, profitability, and loyalty. In last months newsletter, we asked you what beacon metric your company uses. While the data is not completely shocking, a whopping 21% of respondents said they used none.
Too often, we hear about the challenges organizations have in converting CX insights into action. The lack of well established, financially-correlated, CX beacon metrics coupled with cultural dynamics can lead to inaction and c-suite questions as to the value of CX measurement investments. At Verde Group, we believe that CX measurement practices must be tied to financial performance. How is your CX measurement program driving sustained action and change?
