Chapter 8

How to use measures to drive and deliver your experience

This chapter will look at some of the key metrics being used today and will consider the right mix. We will also look at how to repurpose existing measures so that they are seen as customer measures. The real challenge is not to add in new measures to companies that are, very likely, already measured to death. We will look at how to focus on the handful of measures that really count and which drive actions. This is linked to the need to have flexibility and fluidity in the view of key measures over a trading year:

  • What customer measures exist?
  • How do you make customer measures relevant deep into your business?
  • How can you repurpose existing measures?

Customer experience and ...

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