What is the benefit of starting with measures for customer experience?

Starting with measures for customer experience is crucial as it directly informs key customer journeys and performance indicators. This focus allows organizations to understand what matters most to their customers, enabling them to identify critical touchpoints in the customer journey that require attention and improvement. By measuring customer experience, businesses can derive valuable insights into how customers interact with their products or services, leading to the development of performance indicators that truly reflect the customer's perspective.

This approach also helps in tailoring services and experiences to meet customer expectations, ultimately driving greater satisfaction and loyalty. When organizations have a clear understanding of the customer journey and the associated experiences, they can make informed decisions to enhance service delivery, benefiting both the organization and its customers. This foundational knowledge fosters a customer-centric mindset that can enhance overall service quality and value delivered.