Alcuni KPI migliori dell’NPS

numbers CX KPIs

AICEX: Negli ultimi tempi l’NPS sta subendo diverse critiche, ma si tratta di uno strumento e tutto dipende dal suo utilizzo. Avere consapevolezza dei suoi punti di forza e dei suoi limiti aiuta certamente a valorizzarne l’utilizzo. In questo articolo ci sono diversi KPI molto validi da affiancare alla misurazione dell’NPS.

Measuring customer experience’s (CX) business impact is hard. It’s one of the biggest challenges in passing the CCXP exam. One reason is that CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. Unfortunately, our business partners aren’t always so confident.

Heart of the Customer has identified ten metrics and measurements you need to focus on to show the strategic value of your customer experience. You may already track some of these, and if so, you’re ahead of your peers.

We’ve broken them into three categories: business KPIs, employee-rated items, and survey scores. Not all will make sense for every company, but most will provide much better information on your current customer experience than just an NPS number. First we’ll focus on business KPIs, then we’ll analyse the others.

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Il legame tra Big data e Voice of Customer è una questione di fiducia

Tutti parlano di Big Data, cerchiamo di capire cosa ne pensa Gartner e soprattutto il legame con la Voice of Customer.

Talk of Big Data is everywhere, but it is increasingly moving beyond the hype cycle to deliver real results to businesses. To start with, let’s define what Big Data actually is, given there are multiple descriptions in the market. According to Gartner, Big Data is “high volume, high velocity, and/or high variety information assets that require new forms of processing to enable enhanced decision making, insight discovery and process optimisation”.

Top-down versus bottom-upeptica_big_data
For those in the information management profession, the advent of Big Data means that the traditional, top-down view of the job is being turned on its head. For the best part of the last 20 years information managers have known what business information they’ve been looking for and have built the data models to try and find it. So they’ve consolidated relevant information, built the data warehouses and worked toward the all elusive single version of the truth.

But this all changes in a Big Data world. Very often information professionals don’t necessarily know what they’re looking for. Instead, as Gartner puts it, they ask the question “What would the data tell us if it could talk?”. It’s a fundamentally different, bottom-up way of looking at data and one which more traditional information managers can fear and view as a threat. They might for instance worry that the new breed of data scientist will lead to added costs and complexity through data fragmentation, or they may just fear that new technology and methods will replace the more traditional way of doing things.

The same worries also apply to customer experience professionals who have focused on Voice of the Customer’ (VoC) exercises to better understand consumers. Again, these tend to be top-down methodologies, but now Big Data techniques can be applied potentially to vast data sets to uncover different customer insights that potentially go beyond VoC.

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