Why you probably don’t measure customer value, and how to fix that

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.

Read This Next

There’s good news for you and other CX leaders in our US CX Index 2021

Last year, CX leaders saw improvement across many industries. Was yours one?