Total customer experience (TCE) for Fortune 50 technology firm
We worked with the VP of WW Total customer experience for a high technology firm whose CEO wanted to measure and deliver a competitively superior TCE. In order to accomplish this, the VP wanted to review, consolidate and standardize existing customer surveys. Each region, business entity and function had completely different approaches to customer surveys. This resulted in needless duplication, over surveying the customer, and customer metrics which could not be compared against each other nor linked to business success metrics such as revenue growth, profitability and market share. Nor did they have a single big picture view of their TCE relative to competitors.
We standardized the survey approach, created a common set of metrics, and a created a modular, cascading measurement system for brand, marketing and the post-sales customer experience. We eliminated the overlap, duplication, and over-surveying of customers. We created a high-level 'business success scorecard.' Over the following year, the firm saved 1.3M$ in surveying costs. The CEO and Executive Committee were able to achieve their goals of measuring and improving TCE, fostering a 'customer-centric' culture, and linking incentive compensation to key customer metrics.