Value – Dasteel Consulting, LLC

Measuring CX: Why You’re Doing It All Wrong

Jeb Dasteel November 1, 2022

NPS. CLI. CSAT. CES. CLV. And on and on and on. Most of us have tried it all — and often with such ardor that we tend to categorize CX professionals by which camp they’re in. I’ve spent at least a bit of time in all of these camps, I have to admit. The unfortunate truth is that each of these metrics can serve a purpose but are off the mark if we are truly trying to use metrics to run the business and effect change.

The value of experience: How the C-suite values customer experience in the digital age

Jeb Dasteel June 21, 2022

If done well, CX initiatives can reduce costs, increase profitability and revenues, and improve customer satisfaction. To learn how global companies manage their CX programs, the EIU conducted a survey of 516 senior-level executives in April 2015 from 21 countries. The vast majority of these (464) were C-suite executives—of whom 165 were CEOs—while the remaining 52 respondents were heads of a business unit.

How to Help Your Customers Realize Value

Jeb Dasteel April 1, 2022

Most industries are now engaged in the subscription economy. For B2B organizations especially, this means that the acquisition process has been turned upside down: with customers demanding to spread their purchase out over years in the form of a subscription rather than paying for a product upfront or paying as they go through financing.