The Customer Confidential Podcast
Bain's Jeff Melton discusses the importance of choosing the right metrics to gauge a customer episode and what happens when companies choose the wrong ones.
“What gets measured gets managed.” This classic Peter Drucker quote never gets old.
This bit of wisdom continues to resonate because it’s critically true. A company can’t begin to improve its customer experience if it doesn’t understand its current state.
I recently had the pleasure of chatting with Bain Partner Jeff Melton, co-leader of Bain Simple & Digital, an approach that helps companies apply digital technology where it matters. We discussed the importance of choosing the right metrics to gauge a customer episode and what happens when companies choose the wrong ones.
You can listen to our conversation on iTunes, Stitcher or through the player above.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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