Customer experience practitioners can choose from a wide variety of key performance indicators to determine the success (or lack thereof) of their efforts. So how can they determine which of these measurements are the most useful for their business?
Define Objectives First
“Too often we see organizations define their objectives and KPIs related to CX and marketing through the wrong lens,” said Jeremy Korst, president of GBH Insights. “Before you can set KPIs, you first need to make sure you have a singular, cohesive and articulated brand position and a specific set of target customers that is embraced throughout the organization — not just in marketing! A successful brand can’t be everything to everyone.”
