To accurately assess a company's performance, metrics are necessary. Many of them are known for providing important data, such as return on investment, growth and acquisition cost, among others. However, if in the new digital era organizations tend to be customer-centric , the old indicators should, at the very least, gain new companions in the results reports.
In a recent article , the American magazine Harvard Business Review spoke about the topic, and how consumers bring important data from their point of view, such as purpose, need, intention and desire, as well as expectations of solving their problems quickly and easily. These items can be measured in metrics known as CPIs (acronym for Customer Performance Indicator ).
CPIs suggest actions that really make a difference in the customer's life, such as in marketing, payment flexibility, or, in the operations area of an e-commerce, whether the person received their ghana whatsapp data purchase intact or not. Thus, it is different from NPS ( Net Promoter Score ), which assesses customer loyalty, since, this time, the information is of interest to the company, not the customer.
How do I set my CPIs?
Whether it’s to understand whether your service is being delivered as promised, on time, with quality and meeting your customer’s expectations, CPIs can be added to daily dashboards in a variety of ways. According to the article, an important tip is not to copy those of other companies, since, obviously, they show variables that are valuable to their consumers, not yours.
Avoid reaching conclusions based on surveys (which may be biased in some way) or by leaders who claim to "know exactly what our customers want." Here, data analysis becomes relevant, as does the search for experts to deeply understand consumer behavior across their various environments and interests.
Aligning CPI with KPI
After determining the CPIs for your area or company, you need to align them with the already known KPIs ( Key Performance Indicators), mentioned at the beginning of this text. Creating a relationship between them and understanding how one affects the other can be extremely valuable data.
And, of course, understand whether CPIs and KPIs work together harmoniously to satisfy customers and serve the overall goals of the organization. Customer-focused companies have their greatest potential for growth. Therefore, indicators that measure how happy you are making them could be the trick that was right under your nose - and will make all the difference.