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The right metric

Here are three things to consider with customer metrics:

  1. Find the right customer metric. That will depend on your industry and your business, and might include loyalty, Net Promoter, commitment, and much more. You want to use the most relevant customer information that ties to your business performance.
  2. Use the metric effectively. Too often the metric alone is a shallow rally cry. Naturally, for it to be engaging you have to understand what is driving it and what actions will make it move.
  3. Get people engaged. Armed with the right metric and an understanding of what drives it, customer advocates can really engage the users of customer information. If people are aware of it, understand it, and believe in it, they will take action.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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