Remove Customer Change Remove Measurement Remove Metrics Remove Voice of Customer
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On Metrics and Complacency

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. One piece of advice I have is: never rest on your laurels! Customers change.

Metrics 85
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On Metrics and Complacency

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. One piece of advice I have is: never rest on your laurels! Customers change.

Metrics 80
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Keeping your CX Programs Relevant to How Your Customers Evaluate your Brand

Maru Group

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. Overlapping a fair bit with metrics that were already covered in the initial survey design.

Groups 52
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Customer Loyalty: Let’s Talk About 8

Daniel Group

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “ meh ” bucket. It asks how likely a customer would be to refer a company to someone else, with 10 meaning very likely and 1 meaning very unlikely.

Groups 48