The first two posts focused on how the respondents create Customer Intelligence – the first stage of the Heart of the Customer’s Customer Experience Model. We started with Bringing Your Customers to Life, and continued with Identifying the Metrics that Matter.
Now we move into the Customer-Based Capabilities stage of the model, specifically Isolating What Really Matters. This stage goes beyond the relationship metric that matter to find the drivers that actually impact your customer. Rather than telling your managers to focus on improving your Net Promoter or Satisfaction scores, you discover what factors actually drive those scores. You can see more detail here. Read more