Everyone’s talking about better insights into business performance, right?
We all know that an NPS (Net Promoter Score) isn’t a decent enough measure of customer success (it doesn’t tell us WHY).
But what almost no one understands about better insights into business performance is the concept of end-to-end success metrics. It’s not better business-unit metrics that helps you gain new insight in how you perform for your customers, it’s looking end to end to understand performance.
And that can happen even if you are currently treating customers like numbers one giant pool of data, as long as you’re also understanding how an individual customer traverses your organisation to get what they want.
This week I explain how to do it!