How can companies effectively measure the success of their customer experience innovations in terms of both customer satisfaction and brand alignment?

Companies can measure the success of their customer experience innovations by tracking key metrics such as Net Promoter Score, customer satisfaction scores, and customer retention rates. They can also conduct surveys, focus groups, and customer feedback sessions to gather qualitative data on customer satisfaction. To ensure brand alignment, companies should regularly assess brand perception among customers and compare it to their desired brand image to identify any gaps or inconsistencies. Additionally, monitoring social media mentions and online reviews can provide insights into how customers perceive the brand in relation to their customer experience innovations.