Be explicit about the customer experience you want and measure it — if you can’t measure it, you can’t manage it effectively. Define a few key touchpoints and the desired outcome at each, then track them. Customer experience metrics turn abstract promises into manageable improvements.
Capacity Building
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Daily Leadership Thought
Be explicit about the customer ex
Talk to Ed about your business.
Bring the decision you've been circling. The problem you haven't said out loud. The one you've been carrying alone.