Okay, so this is going to be controversial. Scandalous, even. But I’m going to come right out and say it:
Please stop with the KPIs. Just quit it already.
Whether you’re using NPS, C-SAT, CES…whatever it is, you’re only hurting your own CX efforts.
And I’ll tell you why: Because you’re not getting anything out of it. Not out of your top-line metrics, at least. If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years. That’s awesome, and I’m sure the entire leadership team is intrigued. You may have even validated those academics with evidence from your own organization. (more…)