2. .: 4 steps building an effective customer experience measurement program doesn’t happen overnight. but with some elbow grease and these 4 steps, you’ll be well on your way towards true customer-centricitity. agilitymetrics.com
3. .: step 1: design create a survey instrument that captures customer feedback for all the right business metrics. here are some good ones to start with: satisfaction loyalty service pricing value brand intent advocacy hint: you don’t need to be boring like this with your survey layout. vary the question types and the phrasing to keep respondents interested. agilitymetrics.com
4. .: step 2: capture invite customers to participate as close as possible to the moment of experience to ensure that you’re getting high quality data. make sure that you’re capturing a representative sample of your customer base and not just a biased sample of “squeaky wheels.” hint: let your respondents participate in whichever way makes them comfortable: web, mobile, phone, kiosk, or even pen & paper. agilitymetrics.com
5. .: step 3: alert when the data starts pouring in, make sure that it gets to the right people at lightning speed. customer feedback decays faster than plutonium. if it takes weeks, and not minutes, for feedback to get through, your customer might be gone by the time you react. hint: assign each bit of customer insight, based on context, directly to the person who manages that specific aspect of the customer experience. agilitymetrics.com
6. .: step 4: act if you’re asking your customers for feedback and you’re not taking action, then your wasting your customers’ time. empower your employees to take immediate action. encourage them to do the right thing. passionately responding to pressing customer pain points should take priority over almost everything. hint: once you’ve taken action, track the impact on satisfaction, loyalty, etc. using your survey—create a virtuous cycle of action & measurement. agilitymetrics.com
7. advocacy loyalty trust retention tripled sales value with those 4 steps, all these great things are waiting for you at the end of the rainbow (okay, maybe not tripled sales – legal would have our heads if we said that) www.agilitymetrics.com
