Let’s explore metrics and methods to advance your CX program. We’ll cover a few different customer experience metrics—from popular outcome measures like Net Promoter Score, to more actionable ones like QCI™ (Quality of Customer Interaction), Customer Effort, Lived Experience, and Persuasion Scores.
It’s 25 minutes, no strings attached. This is a presentation, not a pitch. When’s good for you? Agenda:
- Your goals for the customer experience
- The newest CX methods and metrics
- Ideas for customer experience metrics relevant for you
Companies often get tunnel vision, assuming they just need a customer satisfaction survey with generic customer experience metrics—but in most cases, this is not the best approach. Whether you’re B2B or B2C, the MetricsLAB™ will get you thinking about alternative—actionable—options.
Don’t have 25 minutes? Say hello and ask us a CX question!
The MetricsLAB™ is presented by Martha Brooke, Interaction Metrics Founder: Martha oversees client programs and leads top-rated sessions on actionable customer experience metrics to improve customer experience. Martha comes to you with a lengthy career in customer service evaluation, customer satisfaction surveys, and actionable metrics. She has a passion for the social sciences and is certified in Black Belt Six Sigma.