Published February 18, 2022 on Newsweek
By AlignOrg Solutions’ Principal Reed Deshler
When measuring customer experience, what leaders consider important may not be what customers say they want. Individualized perceptions make measuring customer satisfaction tricky. But focusing on the promise your organization is trying to deliver clarifies what you should measure.
In his recent Newsweek article, Reed Deshler explains how adopting a 360-degree measurement perspective helps effectively evaluate the customer experience. Start with surveying employees, organization leaders and customers. Then combine and triangulate the feedback to assess whether your organization is providing the desired customer value and experience.
Reed Deshler is a member of Newsweek’s Expert Forum and Forbes Coaches Council. Find more of Reed’s Newsweek articles here.