How To Measure Value For Customer

Organizations don’t typically know how customers derive value and which value drivers matter most. Instead, they use flawed proxies to measure value for customers. To make matters worse, they collect data about value for customer in different parts of the organization, at different cadences, and using different tools. This makes it hard to assemble a complete picture of the value that customers derive. This report gives guidance to customer experience (CX) and digital business pros on how to find key drivers across all four dimensions of value, decide how to measure the value drivers, and prioritize and close value gaps.