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.
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