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Mapping Customer Perceptions to Internal Metrics

Customer insights become more relevant when employees at all levels of the enterprise understand what it means to their day-to-day jobs. To accomplish this, create a simple framework that maps the customer perception metrics to the operational metrics and internal levers used to drive each business function. From there, use analytical techniques to identify which operational metrics have the strongest relationship with customer perceptions, and reinforce individuals to focus on those with the greatest impact.

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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