Our objective in developing this report on feedback and measurement, testing its findings, and presenting a set of recommendations is to:
Establish a set of metrics that will support the continuous conversion of all targeted customers, including detractors, into brand advocates.
Use these metrics to continuously improve the efficacy of critical capabilities and programs that enable execution of the Customer Strategy.
This will, in turn, clearly link the elements of that strategy, including the metrics, to those used in operating the rest of the business.

Customer experience is about driving revenue growth. We need to tie our results to it.

Leading Indicators; Objectives; Metrics; Customer Health; Journey/Team Metrics.