Question

How can CPIs enhance the customer-centric approach of a business?

Customer Performance Indicators (CPIs) can enhance the customer-centric approach of a business by focusing on the metrics that customers value, rather than the ones that the company values the most. For example, how fast someone can get a pricing quote, a "first-time resolution" on a customer service call or having a grocery delivery with nothing broken." By focusing on these customer-centric metrics, businesses can better align their operations and strategies with the needs and expectations of their customers, thereby improving customer satisfaction and loyalty.

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First, Cornfield poses a question: "Most leaders say they're customer-centric, but if everything they measure is company-centric, how could that be true?" He then goes on to explain that Customer Performance Indicators (CPIs) is "the new black" in the world of KPIs. In a nutshell, CPIs are the metrics that customers value, rather than the ones that the company values the most. For example, how fast someone can get a pricing quote, a "first-time resolution" on a customer service call or having a grocery delivery with "nothing broken."

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