This was the theme from many of the questions in a discussion around customer experience measures and metrics that I was involved in at the end of 2014.
It’s a good question to debate and discuss, and I’ll outline some of the points below, but it also goes to highlight a potential human weakness. That of the constant search for a ‘silver bullet’ solution to our problems and challenges and I’m certainly not exempt from that temptation either.
The Harvard Business Review recently published an interesting article following research carried out by Peter Kriss of Medallia, exploring, and quantifying the value of customer experience. You can read this article here: http://blogs.hbr.org/2014/08/the-value-of-customer-experience-quantified/ This is a helpful study. Any reliable data that quantifies the impact on a business of positive or negative customer experiences has … Continue reading →
