The Most Common Reasons Customer Experience Programs Fail
Harvard Business
DECEMBER 28, 2016
They own the customer, they’re the advocate, and they have the analysis. There is place in the world for performance benchmarking survey metrics like net promoter score (NPS). There are many obstacles and detours that can prevent full ROI from your CX program. Mistake #2: Linking metrics to business outcomes.
Let's personalize your content