Business consultant Steve Billingham lists the key questions to ask your clients to measure their experience of your company.
How can you truly measure your customer experience? Is it even possible to measure something so intangible and "touchy-feely"? I believe it is. You can, for example, monitor the real world interactions your customers have with your firm (eg call recording/reviewing or observed meetings) and ask for the client's perceptions of those interactions. You can also track what your customers do as a result of those interactions, such as by giving you more of their money to invest or recommending you to friends, family and peers. Few advisers in the UK seem to actively solicit formal feedba...
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