CX Tip #38: Discuss CX Metrics and Initiatives at Company Meetings

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CX Tip #38: Discuss CX Metrics and Initiatives at Company Meetings
(Purposeful Leadership)

To keep employees aligned, leaders discuss customer experience in every quarterly employee meeting. Citrix executives share initiatives and progress against goals for key customer metrics. Through reporting and dashboards, customer metrics such as NPS and customer retention are shared broadly throughout the business. In addition, the company shares deep-dive analysis of drivers and opportunities for improvement.

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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