Many organizations are now refining the ways in which they identify and monitor the customer-critical issues that will dissatisfy and/or delight customers. These companies are establishing and/or refining operational customer experience metrics.

This report provides an overview of operational customer experience metrics: What are they? Why do they matter? How do other companies identify and monitor them? How might you discover your customers’ metrics?

We also provide a “how to.” We describe how your customers can help you identify the moments of truth and customer metrics they care about. We’ll show you how to turn customers’ metrics into operational performance goals you can use to monitor and improve your ability to meet customers’ moments of truth.

Other Recommended Items:

Turn Customer Co-Design Insights into Action How to Gain Momentum by Turning Customer Scenarios® into Operational Scorecards, Recommendations, and Action Items 2/8/2007 - By:Patricia Seybold Price: $995 Leading an “Issues and Vision” Discussion with Customers (and Partners) Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session) 9/15/2005 - By:Patricia Seybold Price: $995 Identifying Operational Customer Experience Metrics How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track 8/4/2005 - By:Patricia Seybold Price: $995