Rob Markey, Bain & Co partner, author of "The Ultimate Question 2.0," and co-creator of the Net Promoter System (NPS) has a new Harvard Business Review article out. It’s called, “Are you undervaluing your customers?” I think this is the right question to ask. After all, the purpose of a business is to create and keep customers, says Peter Drucker. Yet, too often we get caught up in other pursuits…bookings, billings, revenue, earnings per share, churn, health scores, comp plans, reorgs, endless arguments over who owns the customer experience.
175 Rob Markey The New Customer Metrics
175 Rob Markey The New Customer Metrics
175 Rob Markey The New Customer Metrics
Rob Markey, Bain & Co partner, author of "The Ultimate Question 2.0," and co-creator of the Net Promoter System (NPS) has a new Harvard Business Review article out. It’s called, “Are you undervaluing your customers?” I think this is the right question to ask. After all, the purpose of a business is to create and keep customers, says Peter Drucker. Yet, too often we get caught up in other pursuits…bookings, billings, revenue, earnings per share, churn, health scores, comp plans, reorgs, endless arguments over who owns the customer experience.