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.

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