The Customer Experience Center has formalized the way it tracks how well we’re doing at delighting our 1 million-plus customers.
A new online dashboard helps team leaders understand a variety of metrics that measure customer engagement.
The goal is to set a baseline of our performance and continue measuring ourselves against it.
Aria Turner and Abijah Scott are leaders on the CEC team and are leading this initiative. They explain in the video below the rationale and how it might be helpful elsewhere around the company. You can access the video here.