Thinking

As the methods of conducting market research become more and more virtual, our consumers—more than ever—are voicing a desire to be valued as more than a source of revenue; but as stakeholders.

For years, CX thought leaders have stressed the impact of the employee experience on customer experience. But what is rarely discussed is the missing link between the two; purpose.

When a customer feels valued, they will in turn provide higher value and deeper insights to an organization; it's that simple.

Many companies claim to be customer-centric, yet too many calculate their business prowess using internally-focused metrics. Learn how leveraging Customer Performance Indicators (CPIs) as success metrics can be transformative for both employee engagement and the ability to cultivate value for customers over the course of their lifetimes.