Customer-obsessed companies 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. In this episode, Analyst Maxie Schmidt highlights how this perspective changes the way that firms measure, analyze, and optimize interactions across touchpoints.
Click the title below to read more:
Podcast: Play in new window | Download
Subscribe: Google Podcasts | Email | RSS | Subscribe