In this episode of the podcast, you will learn from Manuela about:

• the various types of customer-related metrics
• what the ‘customer journey’ actually is
• the role of third-party ratings agencies in our decision-making process.

Your action takeaway:

To improve the customer experience, Manuela advises adopting the following five-point approach:

1.       Measure the customer experience.

2.       Measure the outcomes from the customer’s point of view.

3.       Determine how each part of the organisation can improve the customer experience.

4.       Measure progress over time.

5.       Put an action plan together to improve.

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