Strong performance management is essential for customer experience improvement. All too often, best intentions can get derailed over time. Here are 4 basic principles that apply to any initiative, program, dashboard, or stretch goal:
 
Connected - make sure you're focusing on things with strong connections to overall objectives.
 
Actionable - select strongly connected success measures that allow you to control outcomes.
 
Predictive - emphasize actionable, connected metrics with strong cause-and-effect to objectives.
 
Sustained - setup the right environment for predictive measures to keep producing strong results.
 
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