Deliver a Reliable Experience, Not an Organization Chart

It’s an everyday charge up the hill to be there for customers in ways that are important to them.  You need to unite the silos and ensure the delivery of a reliable experience.

Customer Accountability Targets (CATS):

• Customers gained and lost as a result of your actions – guerilla metrics (Start Managing Customers as an Asset)
• Ability to serve customers and rescue customers at risk – service and frontline performance (Can Your Frontline Rescue Customers?)
• Targeting and resolving issues that drive customers away – customer listening metrics (Have You Implemented Customer Listening Accountability?)
• Silo connectivity and metrics for optimum experience delivery – operational metrics (Why a CCO? Untangle Disjointed Customer Metrics)