Integrate CX Measurement for Greater Customer Centricity
Are you measuring overall customer satisfaction or loyalty? Do you measure your customers’ satisfaction with discrete transactions or experiences? Are those measures integrated to make sure you’re making improvements to what really matters to customers?
If you aren’t tying your overall, strategic customer satisfaction and loyalty metrics to your operational or transactional metrics, you’re missing a huge opportunity. Many companies employ both of these measurements (and more) but in a completely uncoordinated manner. So that, at the end of the day, you have a lot of data and no idea how it ties together, or what to do about it to improve the customer experience.
The key to effective CX measurement is to develop a measurement program that is consistent and coordinates transactions and strategy. Learn more about Phoenix’s approach to measuring CX by downloading the eBook below!Back to learn