Here are three things to consider with customer metrics:
- Find the right customer metric. That will depend on your industry and your business, and might include loyalty, Net Promoter, commitment, and much more. You want to use the most relevant customer information that ties to your business performance.
- Use the metric effectively. Too often the metric alone is a shallow rally cry. Naturally, for it to be engaging you have to understand what is driving it and what actions will make it move.
- Get people engaged. Armed with the right metric and an understanding of what drives it, customer advocates can really engage the users of customer information. If people are aware of it, understand it, and believe in it, they will take action.