Best Practice Report

Prioritizing Customer Experience Improvements: Operationalizing the Scorecard

January 1st, 2018
Lisa Nakano, null
Lisa Nakano


Many B2B organizations focus their customer experience improvement opportunities on a few limited and often subjective variables. Our customer experience scorecard provides criteria in four categories with which to assess improvement opportunities. Customer experience leaders should customize the scorecard by adjusting pick lists and weightings, then score each opportunity to determine which to focus on.

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