YOU may be measuring Customer Experience in the wrong way
Measure CX Right or Risk Business Failure – 5 Ways to Improve Your CX Metrics
This 18-minute keynote from Africa’s Customer Service Symposium reveals the pitfalls of poor CX measurement and precisely how you can fix the shortfall.
KEYNOTE DOWNLOAD THE DECK (PDF) AND VIDEO RECORDING
The Keynote includes THREE Case Studies (of what not to do), a Discussion of the reasons why organisations fall into the same traps (and how to avoid them.
DOWNLOAD THE ‘HOW TO’ INNOVATIVE AND PRAGMATIC CX6 SYSTEM
James Dodkins aka CX Rockstar walks you through the How To of the Customer Experience Six (CX6) approach that can immediately reframe how you measure CX Metrics forever.
Here’s an extract from the keynote transcript:
Here’s just one example from last week of all times where Tesla, let’s put the name out there as a warning to others, has been, over the years, the top in Net Promoter Score performance, if you like, across their particular industry. And yet at the same time, their customers are experiencing increasing issues.
See the Reuters report on Tesla’s failings: “Tesla created a secret team to suppress thousands of driving range complaints”
Poorer customer service has mapped through the number of complaints that they were receiving. So how could it be that they were being so successful with N P S compared with the rest of the industry? While at the same time the number of complaints have been increasing. And last week it was noted that people were gaming the system.
if you pay people for doing dumb stuff,
Steve Towers
they’ll get really smart at it.
Tesla not measuring up
They were doing this by attaching the N P S and Customer Satisfaction scores to bonus schemes. So hence, not surprisingly, the scores were going up, the scores were improving month on month, quarter on quarter and year on year, right? And as it says, if you pay people for doing dumb stuff, they’ll get really smart at it.
And that’s precisely part of Tesla’s problem. And this goes back, and this isn’t like one incident. This goes back six or seven years, and there are reports that you can get through the links later on. Where they laid off a whole bunch of staff in finance and marketing for actually gaming the system and being very selective about who they asked and who they surveyed actually to produce the right results.
GET THE DECK (PDF) AND VIDEO RECORDING
The Keynote includes THREE Case Studies (of what not to do), a Discussion of the reasons why organisations fall into the same traps (and how to avoid them.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote speeches, and books.
Through the CEMMethod, now in version 15, he and the BPG affiliates help companies win the triple crown—the simultaneous ability to increase revenues, decrease costs, and enhance service.
With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.
Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers
