Join NY Times Bestselling author, Luke Williams, and learn simple tricks about linking customer experience metrics to share of wallet. You'll learn:
5 customer experience metrics you should be tracking: The traditional metrics we track are important, but we have to broaden our metric set to accommodate our new measurements and the financial metrics they predict.
The progress and the problem with customer experience metrics: The customer experience movement has come a long, long way. We understand customers better than ever before, but we still struggle with linking data to predictable outcomes at scale.
The discovery of the Wallet Allocation Rule and what it means: A simple mathematical discovery has unlocked the formulaic connection between traditional customer experience metrics and real financial outcomes with just simple adjustments to how we measure and think about customer experience.