Measurement Framework
Take a holistic approach to getting to insights, which help enhance the overall customer experience across all digital touchpoints.
The Measurement Framework is designed to help marketing associates develop a mature digital capability by addressing a number of key questions. By answering the the below questions, you will be able to highlight areas for improvement and come up with solutions on fixing experience drawbacks as well as drive efficiencies.
- How can we improve overall customer experience through digital interactions?
- What is the value of our customers?
- What is the right level of customer engagement frequency, and over what period of time?
- What value is digital driving for our business (revenue)?
- How effectively are we engaging our customers (digital engagement score)?
- How efficient are the digital channels that we are investing in and how can we improve upon that?
- How can we determine if a digital campaign was successful?
