Choose the primary customer experience metric that your company will use to measure performance. Why? Your primary metric anchors feedback design, internal reporting, goal setting, and employees’ understanding of performance.
- Foster buy-in for the primary metric by developing proof points that link it to financial performance.
- Choose a metric that focuses the organization on excellence and differentiates top performers.
- Ensure that your metric is easy for employees to understand; avoid complex indexes or weighting schemes.
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