What key performance indicators (KPIs) matter in today's digital world? An MIT Sloan/Google report last year pointed out that our current key performance indicators (KPIs) for customer experience are ...

This article will discuss 6 KPIs that can be used to clearly determine whether a brand is providing an exceptional omnichannel customer experience. Many brands use key performance indicators (KPIs) to ...

KPIs have many different names and can be either a framework for customer service success or a ball and chain which removes an agent and manager’s flexibility and creativity. The most important aspect ...

KPIs focus on strategic business objectives, while metrics provide supporting data. Understanding this distinction is key for successful customer relationships. Create KPIs through collaboration with ...

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...

Why does your company make a profit? It earns profits from your satisfied customers. Can you grow or even survive as a business without satisfied customers? I recently spoke at the CFO Leadership ...

In business, you can’t improve what you’re not measuring—and today’s organizations typically measure progress and success with key performance indicators (KPIs). A successful business is synonymous ...

The challenges of the past two years have required every business to reexamine how it maintains cash flow. Between remote working, postal service delays and, of course, supply chain issues, the ...

Opinions expressed by Entrepreneur contributors are their own. Executives and employees alike now work toward exceeding various Key Performance Indicators and receive quantitative feedback that ...

Many retailers are getting the concept of customer journeys wrong, or, rather, they have great customer journeys mapped out — they just end after the “purchase” moment. For sure, the concept of a ...