It’s an everyday charge up the hill to be there for customers in ways that are important to them. You need to unite the silos and ensure the delivery of a reliable experience.
Customer Accountability Targets (CATS):
- Customers gained and lost as a result of your actions – guerilla metrics (Start Managing Customers as an Asset)
- Ability to serve customers and rescue customers at risk – service and frontline performance (Can Your Frontline Rescue Customers?)
- Targeting and resolving issues that drive customers away – customer listening metrics (Have You Implemented Customer Listening Accountability?)
- Silo connectivity and metrics for optimum experience delivery – operational metrics (Why a CCO? Untangle Disjointed Customer Metrics)