#6 Measure your impact with CX-metrics

The things you do for your customers are those valued? Are you doing the right things, and do you do them right? In this workshop we organize your customer metrics and how to measure them. Get insights on how successful you are!

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What are CX-metrics?

The customer experience of your company is a unique set of interactions, products and services that make customers want to deal with you. Your core products and/or services fulfill a job-to-be-done with customers, which makes them wanting to hire those to get the job done. And, it is that hire that people want to pay for. And to be successful as a company you need money, and that money comes from customers, people who want to pay to get their job-to-be-done done.

So to be successful you need a good customer experience. That can be measured with metrics. That provides you, as company, the opportunity the measure the level of success. Customer Experience Metrics measure the success rate of the customer experience your company provides. When we talk about metrics, it is mostly quantitative data that is captured in KPI’s which contribute to the overall strategic KPI’s and goals of the company. The NPS and CES are well known CX metrics. But using these metrics in the right way and in a way you know what they tell you is a whole different story. These kind of metrics are the sum of drivers below it. So we use your Customer Life Cycle to determine when you, as a company, are successful in every phase of the CLC and how to measure that success, with organisational KPI's and CX-metrics.

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 What is the need for CX-metrics?

CX metrics provide an insight on the level of success of your company. Is there a healthy balance between commercial KPI’s, organisational KPI’s and CX metrics? If not, you know what to change when you have all three of these KPI-sets insightful. When you use this KPI-construction right you know where to focus with the valuable improvement capacity your organisation has. It makes it much easier to make the right choices in order to become more successful. CX-metrics are an essential part of your entire KPI-construction.

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What is the result of this workshop?

1.       A KPI-construction on CLC -level that measures the level of success of your company.

2.       One main CX metric including drivers.

3.       An implementation plan of the CX metric.