#23 - Customer-related metrics in bonuses with Manuela Pifani

"PAYING FOR GOOD"

English - February 11, 2021 16:00 - 29 minutes - 20.6 MB
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Previous Episode: #22 - The Living Wage with Emily Roe, The Living Wage Foundation

Next Episode: #24 - Pay in Private Equity with Delilah Rothenberg, the Predistribution Initiative

In this episode of the podcast, you will learn from Manuela about:

the various types of customer-related metricswhat the ‘customer journey’ actually isthe role of third-party ratings agencies in our decision-making process.

Your action takeaway:

To improve the customer experience, Manuela advises adopting the following five-point approach:

1. Measure the customer experience.

2. Measure the outcomes from the customer’s point of view.

3. Determine how each part of the organisation can improve the customer experience.

4. Measure progress over time.

5. Put an action plan together to improve.

TO CONTINUE THIS CONVERSATION, PLEASE EMAIL ME AT [email protected]

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