A multitude of customer-centric metrics can be helpful data points for CX leaders, but there’s a problem with these numbers when it comes to making future decisions. These metrics are a history lesson, not a prediction of the future. Sometimes, they’re not even an accurate picture of the past! CX Speaker and Author Shep Hyken of Shepard Presentations shares a better way to understand how customers feel about your product or service: their actions. That’s right - the best way to gauge customers’ experience with you is to simply observe what they do. Actions speak louder than words. Shep also recommends best practices for providing seamless self-service, emphasizes the cost of failing a customer, and reminds us of customers’ high expectations in our convenience-driven world. Listen in to learn how to build an experience that keeps your customers coming back.