Accountability plays a crucial role in managing the impact of Customer Performance Indicators (CPIs) on Key Performance Indicators (KPIs). Once the relationships between specific CPIs and KPIs are confirmed, teams should be held accountable for the CPIs they can impact. This means that they are responsible for monitoring and improving these CPIs, which in turn will positively affect the KPIs. Accountability ensures that there is a clear understanding of who is responsible for what, which leads to better management and ultimately better performance.
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To master this metric, Cornfield writes, first, separate CPIs from KPIs. Thus, many assume that is a CPI. But actually, only businesses really care about their NPS; customers typically don't, he explains. Next, define your CPIs. Look for ways to uncover "customer frustrations, expectations and target outcomes at specific points of their customer journeys, and then ask the series of open-ended questions to gain insights that surveys wouldn't know to ask, and that customers might not be inclined to answer in a survey," Cornfield writes. Finally, drive business performance by connecting CPIs to KPIs. Once CPIs are determined, measure them and see how they impact one or more of your KPIs. When the relationships between specific CPIs and KPIs are confirmed, start holding teams accountable to CPIs they can impact, Cornfield writes.
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