Leading Indicators for Customer Experience

Many measurement systems in use today track business results that seem to be out of employees' direct control. In fact, business results, by definition, are lagging indicators because they measure what investors and customers have already experienced. To get in front of the curve and allow employees to track controllable process that lead to your desired business results, leading indicator dashboards are essential. Leading indicators focus on actionable process inputs and in-process control points, as well as the resources, skills, stakeholders and culture that support the process.

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