NPS, CSAT, CES… we are obsessed with measuring outcomes. Therefore it’s no surprise that most CX programs and investments require a customer performance assessment for their organization.
Why? These days it’s all about justifying the spend and ensuring that the customer receives the highest possible value.
With communities rapidly becoming the central location for self-service, support, and connection, these programs are under as much scrutiny as any other investment. However, often it can be a struggle to fit CX scoring systems onto a living, organic community and as such the value of community is often under-reported and subsequently under-resourced.
Nichole will share the following: