Nov 22, 2021
There seems to be something very wrong with the way many businesses, and public services, measure their customers’ experience. Their customer experience metrics seem to mask potential failure, mystify effective management, absolve accountability, and do nothing to drive actions to improve.
There’s no shortage of metrics used to measure customer experience, but decades of measuring it has left the boardroom, and entire businesses, spending more time debating “what NUMBERS to use” to MEASURE it, than “what ACTIONS to take” to IMPROVE it.
Many organisations seem to suffer from this same frustration. They say they get regular scores from their measurement programmes, but they’re still left wondering:
So, if you’re investing in voice-of-the-customer and measurement programmes, and not yet seeing many improvements – you are NOT ALONE.
In this episode I want to focus on the second of our “Six Key Reasons why Customer Experience Improvement Programmes Underperform, Get Stuck or Fail to Start”.
It’s the one I refer to as: “The Measurement and Accountability Challenge”
Specifically, it’s about:
I’ll be looking at how so many organisations waste a great deal of time and money doing no more than chasing trends and scores, whereas a few manage to achieve a very positive return on their investment by using good measurement wisely, and by assigning accountability for customer experience to drive continuous improvement, innovation and value creation.
We’ve prepared a Practice Guide called: “Exploring the Measurement and Accountability Challenge”. It lists some of the typical symptoms an organisation may be experiencing, the risks it may suffer, and the three action points I discuss in this episode to help you devise a plan to master it.