We're facing a funny situation: Company executives are totally excited about customer experience, measuring NPS and promoting its importance everywhere, while employees are frustrated and confused, uncertain what to do and how to take the customer into account in their daily work.
A pulse survey is an excellent but challenging management tool. Many of us are fooled into thinking that it is a simple and insignificant metric – of course that’s just what it is, in principle. In reality, the benefits of a pulse survey only become concrete when it is conducted systematically and conscientiously. Benefitting from the results and making benefits visible are critical areas where many have stumbled. A pulse survey should therefore be considered a strategic level management tool.
Is a lack of common understanding and ecosystem culture undermining customer experience? How to go from managing customer experience to building customer experience ecosystems?
Why aren’t business goals understood as well as they should be? Tommi Ferm gives tips on how you can apply systems thinking in understanding what is important, how value is created and how to measure it. Read how he illustrates this through a customer experience case from a supermarket fish counter.