Customer Experience

How to Argue Customer Experience Data is Worth the Expense

Bring your customer experience data to life to improve adoption of your customer experience strategy.

PeopleMetrics

PeopleMetrics

Trusted Experience Management Partners

Blog-Images-08

I've Got Customer Experience Data. What Now?

So you are getting ready to update the C-Suite on your customer experience metrics. You’ve collected lots of customer experience data, you have a bunch of insights, perhaps you have a deck of beautiful slides, filled with graphs and tables and statistically significant differences. But your biggest challenge is in being able to influence this team of execs to take action on what you tell them. You need your CEO to walk out of your presentation remembering the key facts on the customer experience and be motivated to do something with them. How do you ensure you are successful? The easy answer is also the hardest to execute: make it simple, make it easy to understand, and make it personal. In short, tell your audience a story.

 

How We Share Our Customer Experience Data

A well-designed Voice of the Customer feedback system will generate innumerable stories of service successes and failures – customer delight and frustration. To make your presentation powerful and long-remembered, find an individual customer’s story that exemplifies the point you wish to make. Doing so turns data into understanding – it becomes about real people and their real experiences with your business. Show their face. Show their words.

An Example of Using Customer Experience Data in Reporting

Bring the data to life with a human connection that will leave the audience with a lasting memory. By doing this, your executives will move from your presentation into a discussion about helping customers. The ideal scenario is to finish your storytelling and listen to a dialogue that shows awareness, understanding and commitment to act. The CEO doesn’t end your presentation with a cursory ‘thank you for your time’ but rather launches into a discussion along the lines of: “Our client Tom with the tire business in Ithaca is struggling with this issue and we heard that 14% of all of our clients are facing the same challenge. What are we going to do to help them?”

–Kate Feather

Voice of the Customer Buyer's Guide

Latest Articles

How to Get Started with Customer Experience Research Now

How to Get Started with Customer Experience Research Now

Customer experience research ensures your CX program stays up-to-date with your customers’ needs. Learn how to start a customer research pr...

The Melior Group Joins PeopleMetrics!

The Melior Group Joins PeopleMetrics!

I am thrilled to announce that PeopleMetrics has acquired The Melior Group. The Melior Group provides market research services, both qualit...

Improving Customer Experience in Banking: 7 Promising Trends

Improving Customer Experience in Banking: 7 Promising Trends

Creating experience in banking is constantly evolving. Stay up to date with competitors by exploring these seven promising CX trends in the...