What you measure is what you get. Stop measuring dumb stuff!


What you measure is what you get. 

If you’ve got call centres you will measure and reward on calls. If on the other hand you have Customer Experience centres, yes you will now be measuring and rewarding based on the customer experience. 

Which do you think is the most effective? Which approach will deliver better results for the customer?


Certified Process Professional Masters (CPP-Master) Program
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An internationally recognised program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
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