What if there was a better way to measure the financial impact of your customer’s experience? We are very excited to announce a new development in the CX measurement and strategy industry.
Most organizations use metrics such as NPS to measure, manage and invest in the customer experience. The challenge is that most legacy CX performance indicators lack the diagnostic acuity required to consistently drive financial performance, resulting in questions regarding the efficacy of the data as often customer measurement scores move in the opposite direction of financial performance.
Verde Group launched an initiative in 2020 to create an improved metric for measuring and managing the customer experience. The goal was to create a metric that was highly correlated to revenue outcomes and that was easy to understand and simple to deploy. Today, we are announcing that a new CX beacon metric has been built using that data and knowledge ascertained from Verde Group’s work with global brands and Fortune 500 companies for over 20 years, and insights resulting from over 15,000 customer interviews.