How can you develop effective customer experience measurement frameworks using creative problem solving?

1 Identify the CX problem

The first step of CPS is to identify the problem you want to solve with CX measurement. This could be a specific issue, such as low customer satisfaction, high churn rate, or poor feedback. Or it could be a general goal, such as increasing customer loyalty, enhancing customer value, or creating customer advocates. To identify the problem, you need to ask yourself questions such as: What is the current state of CX in your organization? What are the gaps and challenges? What are the desired outcomes and benefits? How will you know if you have achieved them?

3 Evaluate CX measurement ideas

The third step of CPS is to evaluate the ideas you have generated and select the best ones for CX measurement. This is where you need to be critical and convergent, using criteria such as feasibility, validity, reliability, relevance, and impact. You can use tools such as SWOT analysis, pros and cons, or ranking matrix to compare and contrast the ideas. The goal is to find the most suitable and effective ways of measuring CX for your problem and context.

4 Develop CX measurement plan

The fourth step of CPS is to develop a detailed plan for implementing the selected CX measurement ideas. This is where you need to define the scope, objectives, methods, data sources, data collection, data analysis, and data reporting of your CX measurement framework. You also need to consider the resources, time, budget, and stakeholders involved in the process. The goal is to create a clear and realistic plan that covers all the aspects and steps of CX measurement.

5 Execute CX measurement plan

The fifth step of CPS is to execute the plan and collect the data for CX measurement. This is where you need to follow the methods and procedures you have defined in your plan and ensure the quality and consistency of your data. You also need to monitor the progress and performance of your CX measurement framework and make adjustments if needed. The goal is to gather reliable and relevant data that reflects the actual CX of your customers.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?