Meta Customer Flight Deck(SM)

What Metrics You Should be Tracking to Correlate Customer Experience with ROI ?

August 23, 2001

The best practice in customer experience is to monitor and measure what matters most to customers and to ensure that there's a line of sight between improvements in customer experience and actual customer revenues and loyalty. In Patricia Seybold's seminal book, The Customer Revolution (originally published in 2001), she describes the metrics used by 13 different companies in many different industries. For each company, she summarizes what they measure in a "Customer Flight Deck." This 2-page summary pulls all of these metrics together into one easy-to-scan Meta Customer Flight Deck that you can use to compare with the customer experience and value metrics that your organization is currently using.


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