Redefining Customer Experience Metrics for Better Performance

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Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. What do these metrics have in common? They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. Lagging indicators are important gauges of success, but they’re not actionable. To drive enduring change, redirect focus on metrics you can see before touch-points.

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators. She will describe how to connect business results metrics with employees’ workflow metrics, including:

Early warning signals
Employee engagement
Organizational empowerment

Learn how to monitor the logical flow toward any desirable business result through this growth-building measurement framework.

September 12, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT

Brought to you by:

Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a 24x7 mentor for marketing and CX roles to bridge silos. Lynn’s roles at Applied Materials (semiconductor equipment manufacturer) included Director of Marketing & Business Development, Director of Marketing Communications, Head of Global Quality, Customer Satisfaction Improvement Manager, and Voice of the Customer Manager. After receiving her MBA from Vanderbilt University, Lynn’s role as Strategic Information Manager in Sonoco Products’ strategic planning department led to her renown as a customer experience (CX) expert. She serves on the Board of Directors for CXPA and is a top author on CustomerThink.com where she is one of five Hall of Fame award recipients. She taught advertising, marketing and business at UC Berkeley Extension, Mission College and San Jose State University; she is currently teaching marketing operations at UC Santa Cruz Extension. Lynn is author of four titles on Amazon Kindle, including Metrics You Can Manage for Success.

Customer Contact Central