Businesses are always on the hunt for customer feedback. They e-mail us surveys. They ask us to stay on the phone after a service call to rate the interaction. Many rely on metrics such as the Net Promoter Score to track how customers feel about them. The most disciplined firms not only exploit the data to identify problems with their products and services but also get everyone on staff involved in fixing them.
Track Customer Experience, but Don’t Forget the Financials
Strike a balance between delighting customers and managing costs.
October 27, 2014
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Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.
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New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.