CUSTOMER-CENTRIC KPI ALIGNMENT
Develop framework and linkage of improved experiences to business outcomes (growth, attrition, profitability, etc.).
MEASURE AND REPORT
Ensuring Develop infrastructure and mechanisms to capture CX data (surveys, operational data, customer behavior, word of mouth, financial performance, etc.).
TAKE ACTION
Regularly review CX metrics and feedback at all levels of the organization and take action.
WHAT IS MEASUREMENT AND PERFORMANCE?
Focusing on Measurement and Performance enables an organization to understand how profitable its efforts are, as well as the value it delivers to its customers and other stakeholders. It is important to have a clear picture of how your organization is currently performing, both from an internal/operational perspective, as well as from the customer’s perspective. As we improve the Customer Experience it is important to ensure that your organization and its customers are reaping the benefits of these changes and to ensure that these changes drive business growth.
WHY ARE MEASUREMENT AND PERFORMANCE IMPORTANT?
-Can be used for compensation, stimulating improvement, and decision making relating to employees (such as promotion, transfer, dismissal, or separation from service)
-Staff development
-Identifying the areas that need attention
-Enhancing motivation within employees
-Improving communications and strengthening accountability
-Shows how effectively the organization uses its resources
-Identify opportunities for ongoing improvement
-Identify whether an organization is “winning” or “losing”
-Assists in setting goals and monitoring trends
-Provide the inputs for analyzing the sources of errors or underperformance
Want to learn about the full model?
Head over to our training to get certified in Customer Experience Leadership, Customer Experience Analysis or as a Customer Experience Coach. Interested in the model? Scroll down to browse some of the other dimensions.
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