Measuring the Experience

Digital Download of Commandment IX Audio
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What gets measured gets managed.

Use a scientific method to measure your Customer’s experience and satisfaction, providing benchmarks for performance in each location/department.

Your goals must be measurable, tied to a specific metric that let’s you measure: how satisfied your Customers are with you, who is clearly doing it, who is inconsistent, are you keeping your Service Brand Promise to your Customers, how effective your service recovery is, and how do you stack up against your competition.