TAKE CUSTOMER EXPERIENCE
SERIOUSLY
TAKE CUSTOMER EXPERIENCE
SERIOUSLY Learn more at InteractionMetrics.com
The unspoken truth:
customer experience measurement
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Most CX measurement is
broken.
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For example, Net Promoter Score
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NPS 49%
only provides 1 summary number.
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NPS 49%
NPS 49%
You don’t know: ⨉How to increase sales
⨉How to boost advocacy
⨉How to support your brand
The problem?
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NPS 49%
NPS 49%
It’s too simplistic.
Simplistic doesn’t work because:
CUSTOMER EXPERIENCE IS
COMPLEX
VARIED Customer Experience is
by touchpoint
DIFFERENT for different types of customers
encompassing a range of sensations and hundreds of cues
SUBCONSCIOUS
Actionable Customer Experience Audits
EVER-SHIFTING because customer expectations are shaped by evolving marketplaces
A serious approach accounts for all this COMPLEXITY
A serious approach accounts for all this COMPLEXITY
Company Objectives
Sub-conscious Cues
Unstructured Data
Emotional States
Specific Situations
1 It measures multiple nuanced inputs.
2 3
It provides clear
metrics and actionable next steps.
4 brings the data to life.
Most importantly, a serious approach always
With excerpts from real customer conversations.
And compelling presentations that motivate action.
We take a serious approach.
Mystery Shopping
Customer Interviews
Satisfaction Surveys
See more techniques at InteractionMetrics.com
We take a serious approach.
Experience Planning
Satisfaction Surveys, Customer Interviews, Mystery Shops, Customer Service Monitoring, Customer Experience Planning