Trends Report

How Metrics Drive Your Customer Obsession

Hint: Customer-Obsessed Companies Embrace Metrics Differently

July 14th, 2016
JN
Jim Nail
With contributors:
Sharyn Leaver , Michelle Moorehead , Harley Manning , Kara Hartig , Anna Berman

Summary

Customer-obsessed companies put customers and their experiences at the center of their business. And they need metrics to quantify the business result of customer obsession and to incent customer-focused decisions. But there is no magic metric. Instead, firms must embrace an approach that looks at all financial, customer, operational, and employee metrics from the customer's perspective. This report highlights how this perspective changes the way that firms measure, analyze, and optimize interactions across touchpoints.

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