Harvard Business

DECEMBER 28, 2016

Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. They have “soft” metrics rather than real business goals. Mistake #2: Linking metrics to business outcomes. So where does it all go wrong?

Metrics 29

Metrics Data ROI Benchmarking 29

Harvard Business

APRIL 19, 2018

With online technologies and targeted lists, this should be a cost-effective tool for separating the suspects from the prospects, accelerating customer conversion through the sales funnel, and, equally important, optimizing “data-driven marketing” by tying each piece of content to metrics like opens, reads, downloads, and so on.

Marketing 32

Marketing Case Study Case Studies Sales 32

Harvard Business

FEBRUARY 16, 2017

While many studies suggest that increased employee engagement leads to improved business results in aggregate, a deeper look at the data suggests that this may not always be true at an individual level. Working with two Fortune 100 companies, we looked to test the assumption that highly engaged employees are more productive.

Productivity 43

Productivity Metrics Culture Data 43