Beyond NPS and CSAT: A custom CX beacon metric measures how well you deliver on your CX vision
Dr. Maxie Schmidt ????????????????
![Dr. Maxie Schmidt ????????????????]()
Dr. Maxie Schmidt ????????????????
Vice President, Principal Analyst | Helping Customer Experience Leaders Be More Effective | Author | Speaker | CX Measurement Queen | Bill Bluestein Award Winner
Custom CX beacon metrics are valuable because they measure whether customer experiences live up to a firm's CX vision.
Recently, Ken Ramoutar, from Avanade shared how Avanade moved from NPS to a custom CX beacon metric: CXI.
- Avanade is a B2B professional IT services and consulting firm with over 36,000 experts operating in 24 countries.
- Avanade’s CXI is the average of three "Factors:" Inspiration, Confidence, Cared For. Each factor is calculated based on how clients perceive Avanade’s performance on nine “CXI influencers.”
- Avanade uses the CXI to understand the experience of individual accounts as well as segments of clients.
Are you creating your own custom CX metrics? Why? Why not?
Read more here (paywall): https://www.forrester.com/fn/1GLpfSaR50CKGkUSOaPYnS
Harnessing the power of Predictive AI and Behavioural Science to reduce Churn and Debt
4 年Thanks Maxie, Great question: what comes after #NPS? I read an APAC CX report today where they were saying their research found it would only take 2 or 3 negative brand interactions for 92% of customers to abandon doing business with a company! If that doesn't scare us into thinking about how we to transition off the some of these old methodologies and onto something new, well I don't know what else will. Tagging my Avanade AU friends Effie Metaxas, Jay Liebowitz