To Mark the Spot with Benchmarking or Not?
CX Journey
JANUARY 8, 2016
Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? I make the connection vis-à-vis benchmarking your voice of the customer metrics, e.g., NPS, customer effort score, satisfaction, and loyalty. Benchmarking is stupid. How's a benchmarker supposed to keep up?! Why is it stupid?
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