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 [...]