Hopefully you have a customer experience index that you use to give you insight. We get wed to them and defend them as the best.
Now might be a good time to step back and assess is it giving you the best insight. Here is a great summary of some of the top ones to look at.
Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing.
One size does not fit all. There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more groups in your company. Each index conveys value as seen by your company or by your customers.
These differences among customer experience indexes are pivotal to shaping mindsets and driving behaviors and business results. You should never use indexes and metrics blindly. Like any business decision, it’s always best to step back and consider what makes the most sense (a) for your customers and (b) for your managers.
The picture painted by customer experience indexes you use should be an accurate representation of reality. Secondly, it should generate appropriate behaviors and outcomes.
Old-fashioned thinking for customer experience indexes is to jump on the bandwagon of what everyone is doing.
Modern thinking is to use a combination of indexes in harmony with their strengths and limitations, to craft the full picture needed to achieve your goals.
Entering the 2020s decade, it’s time to re-think the picture you’re painting with customer experience indexes: