Measuring the Customer Experience

Knowing what a customer may do before they do it!

By Dennis J. Chapman Sr., President, CEO

Finally, customers have been identified as the most important foundational pillar for business sustainability, and rightly so! It is the customer who can fire anyone, in any corporation, at any time, by taking their business elsewhere. Successful customer-centric organizations have learned that the primary driver of long term customer / supplier relationships is creating and sustaining extraordinary customer experiences. And the only way to truly understand what customers perceive as “extraordinary” is to ask customers: what constitutes extraordinary and how does the experience your organization provides rank against their “supplier scorecard”?