This is what falling at the first hurdle looks like:

“1. Set a common customer experience metric and target for the organization.”

Common sense dictates that:

Step one should be to understand the strategic objectives, opportunities and challenges facing your organization. 

Step two should then be to figure out how customer experience initiatives might help the business address them.

Step three should be to identify the relevant metrics that demonstrate progress towards that goal.

Using a single metric to guide your decision-making will leave you fumbling in the dark when there are so many factors affecting business success. 

Choosing this metric first, without considering the strategic imperatives governing the business means you could end up measuring the wrong thing!

If you want to know why so many CX programs fail to deliver a ROI, look no further!

#customerexperience #bullshit

See this post on LinkedIn