#14: Why every company should care about CPIs
The Onlinification Pod
Customer performance indicators, or CPIs, are essential metrics you should be tracking if you really care about customer satisfaction. Many companies claim to care, but too often, they're still hindered by inside-out thinking. In this episode, we discussed how to fix this with well-defined CPIs.
Here's a link to the article Alex mentions at 00:40 - https://www.zooma.se/en/learn/customer-satisfaction-what-is-cpis
We've been writing about CPIs for a while, but since this is an important topic, I thought it was worth discussing it on the podcast.
Customer-centricity is spoken about a lot - I don't think any companies openly claim they don't care about their customers' needs or challenges. However, everyone (both in B2B and B2C) has had a poor experience as an existing or prospective customer of a company at one time or another. So what's going on? Clearly, these companies aren't approaching customer satisfaction in the right way.
CPIs are the remedy to this, and as usual, starting off with the basics gives you the best solutions. You can create wide-ranging NPS surveys and super-smart chatbots all you want, but if you don't track (or even know) the average time it takes for a customer to get a satisfactory answer to a question, you're starting at the wrong end.
It's just me and Anders in this episode, and our discussion covered the benefits of tracking CPIs compared to standard key performance indicators (KPIs), how you can link these two metrics, and what CPIs you should start with if you're a company that's serious about actually knowing how it is to be your customers and prospects.
I hope you enjoy this episode! Don't forget to subscribe - you can do so via the podcast service of your choice, or on the blog. That way, you'll get an email alert when we publish new episodes: https://www.zooma.se/en/learn/podcast