To get ahead and stay ahead, you have to ensure a consistent, positive customer experience.
You can’t simply hope that all is going well with each customer interaction, nor can you risk the chance of losing customers to poor experiences—even 1% of the time. How do you know what is happening in the field, the call center or at the register? You’ve got to get a read on your customer experience, but how? There are myriad choices of customer experience measurement available and how do you know which one will be the best for your organization, your people and your goals?