Question
The concept of Customer Performance Indicators (CPIs) challenges traditional company-centric measurements by shifting the focus from what the company values to what the customer values. Traditional measurements often focus on internal company metrics, such as sales or profit margins. However, CPIs prioritize the customer's perspective, measuring aspects like how quickly a customer can get a pricing quote, the effectiveness of a customer service call, or the quality of a grocery delivery. This shift in focus can reveal new insights and drive improvements that directly benefit the customer, challenging the traditional company-centric approach.
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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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