Are you more focused on finding the best CX metric out there or finding the best CX metric for your organization?
Jon Mell, Chief Customer Officer at Board Intelligence and part time basketball coach, says you need to identify what your company wants to achieve and then zero in on the appropriate metrics to help you accomplish your goals.
“Everyone is looking for the perfect Xs and Os that guarantee a score every single time. They don't exist. Who have you got? What works for you? What's right for your team?”
In this episode, Jon breaks down where to focus your efforts and how to work towards positive results without losing sight of the bigger picture. As you listen, you’ll learn why you should think long-term and separate what you’re doing from how you’re doing it.