Next Generation Customer Experience 2015 (past event)
March 23 - 25, 2015
Omni Hotels & Resorts, San Diego, CA
Contact Us: 1.888.482.6012
Scott Griffith
VP, Executive Strategist
Market Force
Check out the incredible speaker line-up to see who will be joining Scott.
Download The Latest AgendaDay 2: Customer Experience Culture & Engagement
Saturday, December 3rd, 2016
2:25 PM Panel: CSAT, NPS, CES—How To Avoid Chasing The Wrong Metric
With tools available to measure customer satisfaction, emotion and NPS, it’s easy to become caught up end up chasing the wrong metrics. From a KPI perspective, you might see that you are achieving high satisfaction scores based on your metric of choice, but the customer experience is not actually improving.
• Which metrics or combination of metrics are working
• How do you avoid chasing the wrong metric
• Which metrics or combination of metrics are working
• How do you avoid chasing the wrong metric