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Rallying around the right metric – 3 key ingredients

Choosing right customer metrics, using them effectively and getting people engaged around them. That was the topic of my most recent blog.

I got to thinking about the importance of having all three ingredients in a voice-of-the-customer strategy and considered what happens when just one of the three is missing. This chart is what emerged:

In each of the first three scenarios, only one of the ingredients is missing, but it makes a big difference in a how an organization puts customer insights to use. The outcomes are clearly not ideal.

However, when all the ingredients are in place, there is focus on the right strategies, decisions, and initiatives. The organization is improving the right customer experiences that drive business performance.

Patrick Gibbons

About the Author

Patrick Gibbons

Patrick Gibbons

As Principal and Senior Vice President of Marketing for Walker, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. Gibbons has published and/or contributed to a number of articles, papers, and blogs on customer intelligence topics and has a regular column in CRM Magazine. He has been a featured speaker at a wide range of conferences, and has produced a series of educational events for customer experience leaders.

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