Customer-centricity is integral to culture, a precursor to strategy and essential for sustained customer growth and retention. However, companies don’t get to decide how customer-centric they are. That’s decided by their customers.
For companies to understand, manage and profit from customer-centricity, they must implement an objective scoring system, create a performance baseline, and report results to know when customer strategies are working or course corrections are needed.
http://customerthink.com/how-to-measure-customer-centricity/
An MIT Sloan/Google report last year pointed out that our current key performance indicators (KPIs) for customer experience are no longer accurate for today’s digital environment.
Most KPIs today focus on compliance, not commitment, the report said, so they are “key in name only, rather than being indicators that companies can use to truly improve performance."
We asked some marketing professionals what they identify as the KPIs making a difference in their organizations.
https://www.cmswire.com/customer-experience/are-your-customer-experience-kpis-fit-for-today/
In today’s work environment, a void of effective feedback mechanisms exists, resulting in lower employee satisfaction and, ultimately, lower productivity. The primary driver behind lackluster performance management lies in the annual performance review. While the performance review has its place, managers miss many opportunities throughout the year to offer practical and meaningful feedback to performers.
While you may not be able to change the current performance management mechanisms in your organization, you can take the matter into your own hands by eliciting feedback from your mentors, colleagues, managers, partners, and even clients. Here’s how.
https://www.business2community.com/communications/how-to-ask-for-feedback-the-ultimate-guide-to-relevant-feedback-02164582/
