Customer Strategist Orkun Oguz: Finding Your Place on the Customer Measurement Grid
As the adage goes, you can't manage what you don't measure. So, it's important for companies to apply customer experience metrics such as customer satisfaction and Net Promoter Score (NPS) to help determine how and whether customer programs are making a business impact. But just as some companies don't go far enough in applying customer metrics to gauge their progress, some companies tend to go overboard with these measurements.