CX Strategic Knowledge · CX Methods
Measuring Customer-Centricity (Chapter 8)
A metric is only as good as what you measure, how you collect it, and whether you act on it.
Measuring customer-centricity starts with a hard truth: metrics are only as good as what we choose to measure, how we collect the data, how honest we are with it, and whether we act on the feedback. Weakness at any of those four points corrupts the whole measurement.
Metrics do not fail at the dashboard. They fail earlier — in what was chosen for measurement, in how the data was collected, in how honestly it was read, and in whether anyone acted on it.
- What we choose to measure
- How we collect the data
- How honest we are with it
- Whether we act on the feedback
Audit those four points before trusting any customer-centricity number. A precise measurement of the wrong thing, or an ignored measurement of the right thing, is worse than no metric at all.
Apply this
Reading about measuring customer-centricity (chapter 8) is one thing. Seeing where it applies in your journey is the useful part.