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The podcast series to put the power of success in your hands, and help you expose the myths, master the methods, conquer the challenges, and enjoy the benefits of having happy, loyal, and supportive customers, by getting customer experience right!

Customer experience has become one of the most talked-about, but high-risk and reluctant areas of business investment.  Everyone seems to agree it’s important, but find it hard to justify why it’s important, why it should be improved, how much should be spent on it, and even, on what it should be spent!

Join me in this podcast series where I’ll be tackling some of the big challenges that often block the path to delivering effective customer experiences, and helping you to answer some of the big questions that often stand in the way of progress.

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:

  • How those scores really relate to business outcomes?
  • How can they measure the impact it has on the organisation’s success?
  • How can they identify what actions to take to improve it?
  • Who should be responsible for taking those actions? and
  • How can they measure the effectiveness of the actions they do take?

So, if you’re investing in voice-of-the-customer and measurement programmes, and not yet seeing many improvements – you are NOT ALONE.

What you’ll learn in this episode: 

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:

  • The way organisations measure their customers’ experiences,
  • What they learn from this, and
  • Where accountability rests for taking action to improve it.

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.

Request your copy here 

Also mentioned in this episode