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DECEMBER 13, 2021

Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. Data is at the core of any customer experience strategy. Renewing your CX vows begins with the basics.

Metrics 26

Metrics Tools Case Interview Strategy 26

Harvard Business

SEPTEMBER 11, 2014

There’s a similar assumption underlying much of the discussion around how to measure the return on marketing investment, where it seems to be tacitly accepted that attitudinal insights are insufficient at senior decision-making levels, and behavioral insights represent today’s benchmarks.

Survey 28

Survey Pharmaceuticals ROI Benchmarking 28

Harvard Business

DECEMBER 28, 2016

There is place in the world for performance benchmarking survey metrics like net promoter score (NPS). The leader doesn’t have to know everything about the business, research methods and analytics, or strategy to be effective. There are many obstacles and detours that can prevent full ROI from your CX program.

Metrics 35

Metrics Data ROI Benchmarking 35