CX Tip #28: Share Comparative CX Metrics Across Locations

50CXTips6b_65

CX Tip #28: Share Comparative CX Metrics Across Locations
(Customer Connectedness, Employee engagement)

Each of Sam’s Club’s 600+ stores gets a monthly score they call the “Member Experience Track” (MET) which covers three areas: In-club operations, Merchandising, and Membership. Underneath those three areas are more than 150 individual attributes that the company tracks. Each store has an overall rating of red (bad), yellow (“okay”), or green (“good”) based on surveys completed by members. At monthly meetings, the executive team reviews a dashboard that highlights the number of stores in each category (red, yellow, green), looks at key issues driving problems across stores, and also looks at the top 20 and bottom 20 stores. This is a powerful tool for motivating store managers, as Bala Subramanian, VP of Global Customer Insights points out: “You don’t want to be called out on the bottom as a member of the ‘Red Club.’” Click for more info

See full list of CX Tips

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.