Regardless of what they buy, humans are motivated by 15 intrinsic goals that help them thrive. We call these Customer Performance Indicators (CPIs). Until now, no one has found the direct link between these functional, emotional, and social customer goals and organizational business goals (KPIs).

Through desk research, survey validation research, and a patent-pending machine learning based model, we’ve discovered how Insights and CX practitioners can bring in a new purview by focusing on CPIs.

Sam Herzing discusses how leading brands from the automotive, pharmacy, luxury, and manufacturing industries fair when it comes to delivering on what matters most to customer. 

Hidden Customer Metrics_1

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