by Jagged Peak
Mar 24, 2009
Download How does an executive know that the firm delivers exceptional customer experiences? And if experiences are falling short, how do you recognize and address the problems? Understanding the complete customer experience requires monitoring the customer experience from the customer�s viewpoint--not from an internal one--through the entire order lifecycle. How easy is it to order and how long it takes to receive the product? It�s equally important to analyze how the technology foundation either enables or hampers the achievement of a perfect customer experience. Jagged Peak has developed an advanced set of metrics called ACES to measure customer experiences and the factors contributing to them. ACES makes it possible to see performance from the customer point of view and provides a tangible set of metrics for business accountability.