I’ve Been Collecting CX Data for Years but my Customers’ Happiness Level Stays the Same

At Pacific Consulting Group (PCG), we hear this often. “We’ve been measuring our customer experience for years, but the numbers aren’t changing! Why not?” This is a frustrating pain point for many of our clients, and there are a number of possible solutions that you can employ to help your company move the needle. While gathering and analyzing data on your customers, metrics or KPIs are a great starting point, but measurement of “what is” alone doesn’t lend [...]