Episode 051: Measuring Your Customer’s Experience

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, about the importance of measuring your customer’s experience. 

You will learn:

  • Why measuring your customer’s experience is critical to improving the customer service your organization delivers.
  • What the best types of measurement tools to get the highest response rate and most accurate information are. 
  • Which KPIs (Key Performance Indicators) are the ones you should be tracking.
  • How to create a ROX (Return on Xperience) dashboard to hold everyone in your organization accountable. 

Resources mentioned:



Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.