Toward a Customer Experience Hub

Description: Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow but increasingly executives are asking their teams to achieve qualitative goals such as increasing customer satisfaction, customer retention, and providing a superior customer experience. While these goals may seem a bit nebulous compared to measures of ROI and EBITA, senior management realizes that the quantitative goals cannot be achieved unless the underlying drivers of sales and profits are nurtured and sustained.