The final stage is to create a way to measure the impact of your customer experience initiative, ensuring that the outcome is positive and that the experience can be sustained.
Measuring indicators such as profitability and EPS growth is vital to understanding business performance but they are lagging indicators – the RESULT of differentiation, and customer loyalty. Making your customer experience sustainable means establishing measures that relate directly to the key drivers of customer loyalty and advocacy.
Following implementation we help you to identify and measure the leading indicators of customer experience and your performance on the key drivers of customer loyalty and advocacy. Using recognised measurement techniques such as Net Promoter Score and Voice of the Customer we work with you, bringing in our specialist partners as required, to create accurate and timely data that you can use to guide business decisions.
By building an integrated scorecard to align your financial reporting, customer experience and other operational measures we ensure that KPIs are linked to this to make it easier for you to measure and reward people for the right behaviours so that effort is sustained.
Continuous communication of results to all levels of your organisation is recommended to embed the measures and hard wire this as the way you do business.