As a customer experience management (CEM) continues to gain importance in the minds of today’s CEOs, more and more companies take on customer experience management projects to improve customer satisfaction, develop better customer insight, nurture loyalty and support, and improve customer lifetime value. The rapid growth of the top echelons of strategic priority has brought an unfortunate side effect, many customer experience management myths have begun to form due to a flood of conflicting definitions, perspectives and over-hyped promises.

For any company wishing to establish or improve customer experience management capabilities, it is important to remove these myths once and for all.

Myth # 1: Net Promoter Score (NPS) is the only Metric You Need

Customer satisfaction experiance can be wide, long run, it can span channels, and is influenced by a combination of internal and external factors. Attempts to measure it effectively with a simple calculation that customer satisfaction or Net Promoter Score is overly simplistic and risky. Effectively managing the customer experience requires effective measurement and management of a portfolio of metrics that provide a true measure of what is – or not – working. Continue reading →