With all the talk these days about customer experience and increasing customer focus etc… it always amazes me that there is no internal measure of customer focus.
The only way for businesses to thrive in the turbulence and increasing complexity of today’s marketplace is to have deep ongoing customer insight.
What gets measures gets done and without good metrics there is no way to track progress or really understand what success will look like.
This was the major driving force behind the creation of the Market Responsiveness Index (MRI).
If you are a leader that really wants to drive customer focused change in your organization there is no other leadership tool available!