What an accounting firm can teach you about CX metrics


Share on LinkedIn

Recently I heard Aimee Lucas of Crowe Horwath (public accountants: http://www.crowehorwath.com/) speak about the right kinds of metrics and measures they use to measure their operations and the customer experience (including voice of the customer).

I really liked their 3 prong approach to measurement:

  1. Metrics about the company (examples: employee retention, operational metrics, etc)
  2. Metrics about the employees (example: how many are mentioned in client surveys for providing “above and beyond” service; and metrics/feedback from employee opinion surveys)
  3. Metrics about the clients/ customers (examples: retention rates, business growth, engagement levels, NPS, number of customers lost and gained, etc)

I like this because it makes sure they are taking into account all the factors that lead to customer engagement. They measure not just happy customers, but the “upstream” of well-performing engaged employees and a company that supports the success of everyone.

I encourage you to think about how these 3 categories can apply to your business and what metrics you watch on a regular basis.

Republished with author's permission from original post.

Kim Proctor
Kim has a passion for improving the customer experience and loves the online space. Having spent most of her career on the web, Kim is a consultant that knows how to grow web traffic, leverage social media and grow deeper customer relationships. She has consulted for a wide range of companies from small business to the Fortune 500. For more info, see www.CustomersThatClick.com.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here