Customer experience Quote by McKinsey Chief Marketing & Sales Officer Forum
““Set hard and measurable goals. Lots of folks talk about improving customer experience, a worthy goal. But how do you measure it? Goals like revenue growth, increased profitability, or increased customer use are good because they’re measurable. But don’t stop there. Write out how the improvement you’re shooting for will impact the P&L. For””
About This Quote
Goals should be specific, measurable, and linked to financial impact, not just vague aspirations.
In simple terms: Set clear, measurable goals tied to profit.
Key Takeaway
Tie goals to measurable financial outcomes.
Themes
goal setting
measurement
business strategy
Mood
strategic
pragmatic
Type
business
operational
When to use this quote
- marketing planning
- product development
- executive strategy
Key Concepts
KPIs
P&L impact
customer experience
revenue growth
Questions to Reflect On
- How will you quantify customer experience?
- What metrics best reflect success?
A Different Perspective
Measuring intangible outcomes like experience can be challenging.
