For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-metrics-125750366 How to choose actionable & predictive metrics as leading indicators of your overall objectives. Setup key performance indicators, measurement dashboards, balanced scorecards, and management tools for follow-through and accountability. Applies to ANY use of metrics. See https://ClearAction.com

1. www.ClearActionCX.com
Customer Experience Metrics
KPIs: Leading & Lagging Indicators

2. © Copyright ClearAction LLC. All rights reserved.
Which Key Performance Indicators to Monitor?
 MPH
 $/Gal
 MPG
Objective: Minimize Costs
Symptoms or Root Causes?

3. Most Objectives Are Like Onions
Many Layers Inside
Inner Layers = Roots
for New Growth!
Most Visible Layer
of Limited Use
© Copyright ClearAction LLC. All rights reserved.

4. Example: 'Peeling The Onion'
Order
Accuracy
Wrong
Item Code
Missing
Item Code
Delegated
Coding
Ordered
Wrong Part
Outdated
Supply List
Allowed by
Procedures
Lack of
Training
Frequency:
Supply List
Distribution
Market Results:
Customer's
Measures
Quality Results:
Manager's
Measures
Process Drivers:
Team's
Measures
Root Causes:
Leading
Measures
1) Why?
2) Why?
3) Why?Root Out Problem
© Copyright ClearAction LLC. All rights reserved.

5. Root Causes of Symptoms
Symptom:
MPG
Machines Management Environment
Methods ManpowerMaterials
Acceleration
Deceleration
Spark Plugs
Oil Change
Tire Pressure
MPH
Distractions
Fuel Boost
Hybrid
Root Causes Are Leading Indicators
© Copyright ClearAction LLC. All rights reserved.

6. © 2008 ClearAction. All rights reserved.
Your Work
Process
Internal step(s)
with EARLY
signals
Outputs of Your
Work Process
A step on the
customer journey
or business result
Inputs to Your
Work Process
Info, materials,
skills, culture
(source can be
internal or
external)
CHECKPOINT
CHECKPOINT
#1a ATTENTION ON
CRITICAL
CONTROL
POINT
LEADING
INDICATOR
#2 ATTENTION ON
RESULTS
LAGGING
INDICATOR
#1b ATTENTION ON
INCOMING
CHECKPOINT
LEADING
INDICATOR
SIPOC = Suppliers  Inputs  Process
 Outputs  Customer

7. ClearActionCX.com
See the whole presentation in ClearAction Insiders!
© Copyright ClearAction LLC. All rights reserved.

8. ClearActionCX.com
If You Like These Concepts, Get the Book!
4 Keys Explained
10 Templates
Step-by-Step
Guidelines
© Copyright ClearAction LLC. All rights reserved.

9. ClearAction Consulting Clients
“ClearAction taught us things
that wouldn’t readily cross our
minds and has increased our
efficiency & accuracy in many
areas. We highly recommend
ClearAction as a business
consultant.”
© Copyright ClearAction LLC. All rights reserved.
Partial List
Send us a note:
OptimizeCX@ClearActionCX.com

10. OptimizeCX@ClearActionCX.com
tel +1 408 687 9700
Lynn Hunsaker
ClearAction
company/clearaction-llc
+ClearActionCXO
CustomerExperienceOptimization