In my past 2 articles we have discussed How to Identify and Catalog Customer Journeys and The Importance of Connecting the Business Architecture. Now that we have a catalog of customer experiences and a set of journeys defined, having specific measurements will provide visibility of pain points in the customer journey.
Key Performance Indicators (KPIs) connected to the customer journey and the supporting processes helps to establishes a baseline for tracking improvements and proving results and ROI later. To do this, we will need to identify what you currently measure and what may be useful. Now ask – does my customer agree that those are the important metrics?
Create key performance indicators (KPIs) for these measurements and begin capturing data to establish your baseline metric.
These KPIs will also help identify process deficiencies that may be impacting overall customer experience, which brings us to the next step. Focusing on Process Improvement.