How to Measure the Customer Experience

Discussion Topics:

• What gets most commonly measured
• What is most commonly missed
• The role of Net Promoter Score and its alternatives

Almost every organization measures customer satisfaction, most measure retention and advocacy, some measure the quality of core products and services, and few measure employee satisfaction. We look at what gets measured, what gets reported to executives and how leading organizations are improving their approach to measurement of the customer experience.

Hosted by:

Ed Thompson

VP Distinguished Analyst