![]() We know this intuitively, yet many companies have work to do to establish, monitor, and act upon the leading indicators of customer experience most tied to business impact and strategy. The experience any brand creates for their customers affects virtually all elements of business performance. Yet, given the relevancy of CX to directors’ responsibilities overseeing risk, financial performance, and company strategy, CX leading indicators are integral to any 21st-century boardroom to ensure strategy remains vibrant. I've seen that too often, #CX shows up as not much more than a customer satisfaction metric on the results dashboard. How present is the customer in your company’s boardroom?
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