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

FEBRUARY 16, 2017

The company saw these findings as further evidence that continuing to invest in improving employee engagement would have a positive ROI for the business above and beyond simply having happier employees. Working with two Fortune 100 companies, we looked to test the assumption that highly engaged employees are more productive.

Productivity 52

Productivity Metrics Culture Data 52

1 to 1

DECEMBER 13, 2021

Meanwhile quantitative research methods—including surveys, website analytics and CRM data—can provide broader stroke insights that inform a deeper understanding of customer preferences and receive feedback on your current CX. 3 questions to ask during this step: What metrics will you use to benchmark and improve the customer experience?

Metrics 26

Metrics Tools Case Interview Strategy 26

Harvard Business

DECEMBER 28, 2016

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. Going slowly when you don’t intend to is clear evidence that the program has slipped into neutral in the leadership camp.

Metrics 35

Metrics Data ROI Benchmarking 35