What Metrics Should Leaders Use to Measure Customer Focus?
To gauge the effectiveness of customer-focused strategies, leaders should track key performance indicators (KPIs) such as:
- Net Promoter Score (NPS): Measures customer loyalty and satisfaction. - Customer Satisfaction Score (CSAT): Assesses customers' satisfaction with a specific interaction or purchase. - Customer Retention Rate: Tracks the percentage of customers who continue to do business with the company over a period of time.