These are the main tips how to build an effective CX measurement system
REGULARITY
Check the
real picture by measuring CX quality regularly.
Otherwise, you can never truly discover what matters the most to Customers and
where to improve the CX that you deliver.
BIGGEST
IMPORTANCE
Don’t be
too self-assured about fixing everything at once.
Reveal
what is most important to the Customers and do it first.
WHAT TO
MEASURE
Choose
which experience is to be measured.
Define
the most important interactions to measure – relationships, journeys or
individual interactions.
WAY TO
GO
Specify
CX metrics for each interaction.
Design
the way you will track each metric.
GOALS TO
REACH
Define
goals for each CX metric.
Specify
how you will measure the success for each area you improve.
GATHERING
DATA
Elaborate
your strategy of data collection.
Find the
best option how to get the information
you need.
STORAGE
Find the
best way how to keep the information you
got.
Organize
your storage of data so you can analyze easily.
CX
ISSUES
Choose clear criteria how to detect issues from
measured data.
Design
how to act when issues are revealed, and how to resolve them.
CX
MEASUREMENTS VS. BUSINESS RESULTS
Link
your CX measurements with your business activities results.
Otherwise, it will be difficult to prove the value of the CX measurements for your
business.
SHARING
Share
your CX measurements with your staff, be open and transparent.
Your
employees must know where the CX is excellent and where it can be improved.
#10SimpleTips
#Howto #CustomerCentricity #CXBestPractices #CustomerExperience
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