Align Operational Metrics With Customer Experiences Now
Summary
Most organizations face contradictions between customer feedback and operational metrics, which hurts their decision-making and prevents them from improving the customer experience (CX). CX leaders must take charge of identifying these contradictions and cultivate “customer-correct” metrics — operational performance metrics that reflect the customer experience. CX leaders should escalate their approach from collaborative to unilateral as necessary. This report helps CX leaders ensure alignment between their customer feedback and operational metrics.
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