metrics

Making Useless Nails vs. Achieving Your Desired Outcome

Which metrics have you selected to track your customer experience improvement efforts?

I've got a lot of questions about the metric(s) you've chosen to measure customer sentiment about the experience with your company and to track your progress toward improving that experience.

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16 Metrics for Tracking Collaborative Innovation Performance

In a recent PwC survey, 61% of CEOs said innovation was a key priority for their company (pdf). The only surprising result there is that it wasn’t 100%. Innovation efforts come in a variety of forms: innovation and design labs, jobs-to-be-done analysis, corporate venturing, distributed employee experiments, open innovation, TRIZ, etc.

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A #CX Topic to Avoid at the Dinner Table

The rules of etiquette state: never discuss certain topics at the dinner table.

You know your mom warned you about this one: never discuss money, politics, or religion at the dinner table.

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It's Not About the Metric

I originally wrote today's post for Confirmit in November 2014. I've made some modifications.

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A Matter Of Who And What To Value

Last week I stumbled into a post from Don Peppers about the Real Implications of the 80/20 Rule. Peppers uses a football-stadium of 50.000 people (Customers and prospects to be exact) as an example to explain that the 80/20 rule not only implies that 80 % of your business is done by just 10.000 people in the stadium, but that the same rule also implies that 80% of the business of those 10.000 is done by just 2.000, and 80 % of the business of these 2.000 is done by just 400 etc etc.. In the end Don concludes that it is just 80 people who do as much as 2/3 of the business the other 49.920 are doing.
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Baseball Stats and CX Metrics (No, It's Not a Moneyball Story!)

The other night, I was reading my local version of the Auto Club's Westways magazine. One of the articles was an interview with the Angels' new player, Albert Pujols. What could Albert Pujols possibly say that would drive me to write this post? Oh, you know me by now. I can find a good CX story in pretty much anything! Well, his comments really struck a chord and are a great reminder of what all too many who measure employee and customer satisfaction end up doing: focusing on the score.

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Social Media Shares Indicate a High Google Ranking

When explaining the importance of combining a social media and an SEO strategy, I tend to refer back to a Comscore study that is now three years old:  Consumers exposed to both social media and paid search are 2.8x more likely to search for that brand’s products than those exposed to paid search alone.

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Clicks Don’t Count!

As long as banner ads have been on websites, the number of clicks they garner has been the most important performance metric for an ad. Ads that get fewer clicks are canned in favor of those that get more.

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Ten Ways To Take Your Net Promoter® Programme To the Next Level

Ever since I've first learned to work with it in 2007, I had a thing for NPS.  There are many who tell me it isn't the most scientific of measures, but in our 80/20 world it is still the most effective and actionable customer system I've ever seen. 

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Social Media Dashboard: Dec. 2011 Version and Analysis

A few months ago, towards the end of 2011, as I delivered a pitch on social media ROI/ROE at the iStrategy conference in Amsterdam, I asked my team at Orange to put a social media dashboard together, one that would be monthly, more appealing to managers than the weekly slapdash XL fires were produce for ourselves, and yet would be a useful tool for decision-making. Here is – below – its December 2011 version.

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