Analytics to Measure and Improve Customer Experience
- Author
- Joe Supervielle, Brittany Carter
- Published
- Wed 02 Nov 2022
- Episode Link
- https://www.icma.org/podcasts
Specific topics include:
- How to standardize customer data and experiences across unique departments and situations.
- What resources are needed to implement this kind of program. And why it's important to find small and big wins to show the value of the work.
- Forming "CX Core Teams" to keep the framework and process sustainable even without constant support from an analyst.
- Working with IT to figure out software solutions.
- Reconciling how a disproportionate percentage of feedback is extreme positive or negative compared to the silent middle.
- Equity in CX and data analytics.
Customer Experience Measurement Guidebook for a replicatable step by step process about how to implement a measurement framework to get customer feedback.
Resources:
Download the Free EBook: Measure What Matters: Tips for Aligned Strategic Priorities and watch the video on How Minneapolis Prepares for the Future with Strategic Budgeting
