29 min listen
What Gets Measured Gets Managed: CX Metrics Insights from Petco’s Chief Customer Officer
What Gets Measured Gets Managed: CX Metrics Insights from Petco’s Chief Customer Officer
ratings:
Length:
33 minutes
Released:
Feb 21, 2023
Format:
Podcast episode
Description
Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success. The challenge, like many other companies, is knowing which metrics to prioritize and measure. Chief Customer Officer Darren MacDonald believes that what gets measured gets managed. It’s impossible to track and analyze every piece of data, so the company has to be strategic in its CX metrics. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Released:
Feb 21, 2023
Format:
Podcast episode
Titles in the series (100)
The Chief Customer Officer: Driving Customer Engagement At The Highest Levels: It's counter-intuitive to most business practices to bring your customer in at the highest levels of the company to improve the company. However the members of the Chief Customer Officer Council are familiar with not only how to do this, but the many... by The Modern Customer Podcast