Periodic new perspective can help build your company valuation
Most businesses monitor various metrics helping to indicate the type of customer experience they are providing. They monitor on-time-delivery, fulfillment rates and various quality metrics.
Another way to consider viewing your customer experience is by customer. So rather than looking at your metrics in a consolidated view, look at the metrics for specific customers. In my business one time, we had good overall consolidated customer experience metrics but when we took the new perspective and looked at metrics for individual customers, we had interesting findings.
We looked at our top customers and our on-time-delivery specific to them. Our fulfillment rates specific to them. And our quality performance, specific to them. And what we found surprised us.
Despite our overall consolidated customer experience related metrics being good, we in fact had a few top customers where we weren’t treating as well as we should have. They were not getting a great customer experience from us and had we not looked at our metrics in this new way, we might have missed this and lost the customer before we could correct things.
As a business owner or CEO, talk with your team to bring a new perspective to how you look at your customer experience related metrics. This might help you find gaps or opportunities that ultimately lead to building the future value, or worth, of your business.
