YOU may be measuring Customer Experience in the wrong way
Measure CX Right or Risk Business Failure – Videos and Case Studies reveal best/next practices from the worlds leading CX organisations.
ACCESS THE COMPLIMENTARY 4 WEEK PROGRAM INCLUDES THE DECKS (PDF), VIDEOS & TRANSCRIPTS
The PROGRAM includes a dozen Case Studies , a Discussion of the reasons why some organisations fall into the same traps over and over (and how to avoid them).
Here’s an extract:
Here’s just one example from last week of all times where Tesla, let’s put the name out there as a warning to others, has been, over the years, the top in Net Promoter Score performance, if you like, across their particular industry. And yet at the same time, their customers are experiencing increasing issues.
See the Reuters report on Tesla’s failings: “Tesla created a secret team to suppress thousands of driving range complaints”
Poorer customer service has mapped through the number of complaints that they were receiving. So how could it be that they were being so successful with N P S compared with the rest of the industry? While at the same time the number of complaints have been increasing. And last week it was noted that people were gaming the system.
Tesla not measuring up
They were doing this by attaching the NPS and Customer Satisfaction scores to bonus schemes. Hence, not surprisingly, the scores were going up, the scores were improving month on month, quarter on quarter and year on year, right? And as it says, if you pay people for doing dumb stuff, they’ll get really smart at it.
And that’s precisely part of Tesla’s problem. And this goes back, and this isn’t like one incident. This goes back six or seven years, and there are reports that you can get through the links later on. They laid off a whole bunch of staff in finance and marketing for actually gaming the system and being very selective about who they asked and who they surveyed to produce the right results.
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Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.
He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.
With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.