By
Published: 02 Jul 2009
What are the main job functions of a performance measurement analyst? How is the person in this role responsible for the customer experience?
Customer experience success is highly dependent on measuring what matters the most to customers. From establishing the right measures to linking them to real results, a
performance measurement analyst needs to be fully aware of what the customer experience is about and how to measure it and make the results actionable.
The roles and responsibilities will include:
• Identify key customer measurements for the whole organization
• Identify customer experience measures per touch point
• Determine frequency and scope of measurements
• Link measurement results to actual customer spend to justify investment
• Link customer measurements to operational measurements to enable change
• Track changes and improvements
Dig Deeper on Contact center software and applications
Find out the best way to use a customer segmentation strategy to design a retention model that allows you to hold onto current customers and provide ...
Continue Reading
Learn which key issues your customer experience survey questions should cover at a car dealership and find out if customer survey incentives are a ...
Continue Reading
Learn four steps to take when downgrading customer status and altering the customer tier, including offers that might build customer loyalty again.
Continue Reading