How can companies differentiate between short-term gains and long-term benefits when evaluating the success of their customer experience competency programs?

Companies can differentiate between short-term gains and long-term benefits by looking at metrics that measure immediate outcomes, such as customer satisfaction scores, versus metrics that reflect sustained growth and loyalty, like customer retention rates. They can also analyze the impact of their customer experience programs on overall business objectives, such as revenue growth and market share, to determine their long-term effectiveness. Additionally, companies can gather feedback from customers at various touchpoints to understand how their experiences are evolving over time and whether the program is creating lasting positive impressions.