Build the ideal CX measurement house |
The CX Measurement House is the place where the voice of the customer and all customer measurements come together. It encompasses a wide variety of measurements, such as a relational measurement that assesses overall customer satisfaction with your organization at the highest level. Additionally, it includes measurements taken after completing a customer journey phase, for example, the 'I become a customer' phase. We also incorporate transactional measurements into the framework, which occur after customer interaction points such as visiting a store or browsing the website. The framework covers everything, including the voice of the employee and process insights, ensuring these perspectives are also considered in improving customer journeys.
However, measurement alone is not sufficient. eCXperience also provides advice on which customer metrics to use (e.g., NPS or CSAT), data analysis, prioritizing improvement initiatives, closing the loop with customers, and distributing and reporting insights. We have extensive experience in all these areas within our team, including specialists who can handle various research aspects such as questionnaire design, data analysis, CX dashboard creation, and insights activation. Together with your organization, we work on building and continually developing the perfect CX Measurement Framework.
Now that the CX Measurement Framework is in place, we learn about pain points and identify areas for improvement to optimize the customer journey. Read more here about how we leverage insights to take action.
However, measurement alone is not sufficient. eCXperience also provides advice on which customer metrics to use (e.g., NPS or CSAT), data analysis, prioritizing improvement initiatives, closing the loop with customers, and distributing and reporting insights. We have extensive experience in all these areas within our team, including specialists who can handle various research aspects such as questionnaire design, data analysis, CX dashboard creation, and insights activation. Together with your organization, we work on building and continually developing the perfect CX Measurement Framework.
Now that the CX Measurement Framework is in place, we learn about pain points and identify areas for improvement to optimize the customer journey. Read more here about how we leverage insights to take action.
