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What’s the Best Measure of Success?

Have you heard of Conscious Capitalism? It’s a global movement that inspires business leaders to define success beyond profits. Conscious businesses subscribe to a win-win-win model. They aim to provide positive value in profit, people and the planet.

One of the challenges that customer experience professionals face is demonstrating the impact or success of the customer experience initiative. We often see business leaders jump to the financial return, but is that how success is defined? It’s not how most people measure their personal success. Why should companies define success solely in financial terms?

Perhaps we need to consider a broader definition of success – one that encompasses profits but also considers the contribution that the company is making to the lives of its employees, customers and community. It could include things such as, “How many times did we proactively reach out to customers?” or, “How many employees participated in our journey mapping workshop or customer empathy training?”

For other ideas on broadening the definition of impact, check out this blog from friend and colleague Lauri Jones.

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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