Columbus Network: CX Measurements with Jonathon McKay

The expectations of our customers are constantly changing, and our measurements of their perceptions can become outdated quickly, causing your measurement and listening programs to not deliver on expectations. This requires businesses to constantly evaluate these programs and customer expectations to ensure they are measuring what matters.

Therefore, if we want to improve our CX, what should we measure and why?

In order to improve your CX through better measurement, you must:

1. Understand what’s important to your customers
2. Understand how best you can deliver that
3. Identify the best ways to listen to customers

Improving CX is a process, and the best CX process are externally focused, but internally driven. Use feedback to take action and improve your organizations CX.