Customer-Centricity and Metrics: Moving from KPIs to CPIs
Are you tracking the critical metrics that underlie your customer's experience? Customer-centric practices are not new—companies across industries continue to see the value in holding the customer at the center of everything that they do. Customer-centricity impacts processes, procedures, and service efforts. Companies are all too often very vocal in showing off the moves that they are making to be a more customer-centric organization. However, customer-centricity does not st