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The Metric-Centric Trap

Avoiding the Metric-Centric Trap on the Journey Towards Becoming Customer-Centric

by Peter Leppik and Raj Sivasubramanian

Customer Experience professionals often find a gap between the perception companies have of how Customer-Centric they are, and how their customers feel the company is treating them. Most companies today are now investing in being more Customer-Centric but very few are actually seeing this translate into a better customer experience. Why does this disconnect exist?

In this whitepaper we will:

  • Explore the dynamics of how companies get caught in the Metric-Centric Trap
  • Show how to determine if you have fallen into the trap
  • Provide some tips on how to break out of the trap and become more Customer-Centric