CX Tip #38: Discuss CX Metrics and Initiatives at Company Meetings

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CX Tip #38: Discuss CX Metrics and Initiatives at Company Meetings
(Purposeful Leadership)

To keep employees aligned, leaders discuss customer experience in every quarterly employee meeting. Citrix executives share initiatives and progress against goals for key customer metrics. Through reporting and dashboards, customer metrics such as NPS and customer retention are shared broadly throughout the business. In addition, the company shares deep-dive analysis of drivers and opportunities for improvement.

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About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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