Victoria Bough, Ralph Breuer, Harald Fanderl, Kevin Neher
The heart of effective customer-experience measurement is the organizing principle of measuring experience at the journey level, as opposed to looking only at transactional touchpoints or overall satisfaction. […] A more holistic measurement strategy starts with an integrated measurement model in which all customer-experience metrics along touchpoints and journeys flow up to a top-line metric (Exhibit 1). It matters less which top-line metric a business … [ Read more ]
Content: Quotation | Authors: Harald Fanderl, Kevin Neher, Ralph Breuer, Victoria Bough | Source: McKinsey Quarterly | Subjects: Customer Related, Measurement
Four Ways to Shape Customer-Experience Measurement for Impact
Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better investments.
Content: Article | Authors: Harald Fanderl, Kevin Neher, Ralph Breuer, Victoria Bough | Source: McKinsey Quarterly | Subjects: Customer Related, IT / Technology / E-Business
Are You Really Listening to What Your Customers Are Saying?
Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback.
Content: Article | Authors: Alfonso Pulido, Harald Fanderl, Kevin Neher | Source: McKinsey Quarterly | Subjects: Customer Related, Management