Sat.Nov 18, 2017

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8 Customer Experience Metric Silos Mask Momentum

ClearAction

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s why customer experience metric silos mask momentum as either an understatement or an overstatement of reality.

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Time to Hit Refresh on Customer and Employee Experience Design Efforts?

Maz Iqbal

What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience? I’ve worked with folks working on improving/transforming the Customer Experience. I’ve also worked with folks working on improving/transforming the Employee Experience. In the process, I have come across personas, customer journeys, voice of the customer surveys, design thinking, service design, … Continue reading "Time to Hit Refresh on Customer and Employee Experience Design E