Hear this two-minute insight on customer experience measurement
Peter Drucker was right: You can’t manage what you can’t measure. But, as Principal Analyst Maxie Schmidt states, you also can’t measure what you don’t understand — and surprisingly few customer experience pros truly understand customer value. In this video, Schmidt explains why:
- So many CX leaders misunderstand how customers derive value.
- Most efforts to measure customer value miss the mark as a result.
- One key perception shapes your customers’ concept of the value they get from you.