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Lean portfolio management12/31/2023 We can only measure the total cycle time once we’ve experienced it. This makes sense because if there is a large line ahead of you, the time it will take to get through security and out the other side will be longer. lagging indicators: the size of an airport security line is a leading indicator for the lagging indicator of the time it takes to pass through security screening. ![]() I often tell clients that if these leading indicators are positive, we have reason to believe that CX, when measured, will also be positive.ĭon Reinertsen shares a common example of leading vs. Online retailers looking for leading indicators of CX might look instead at page load time, successful customer journeys, or the number of transactions that failed and ended up with customer service. In days gone by you might have worked on a new product and spent many millions, only to discover the market didn’t want it and your ROI was poor. ROI is another example of a lagging indicator: you have to invest in a project ahead of time but cannot calculate its returns until it’s completed. While it’s great to understand how your customers perceive your service, by the time you discover it sucks it might be too late to do anything about it. This is a lagging indicator for your business because the customer has to have the experience before you can measure it. ![]() Take the example of customer experience (CX).
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