Jennifer Kirby writes:
The most important measure in corporate performance management is the value customers put on your company – their connection score. For this measure increases or decreases company profitability. Today’s profits are the direct result of customer valuations – the sum total of all their interaction experiences. Tomorrow’s profits will be the result of the customer value you create today. The company’s lifetime value to the customer is a crucial part of the customer lifetime value calculation. Yet less than 15% of all companies measure this key performance indicator in any way.
I liked the word "interaction experiences". The question is how do we measure this and drive it as a KRA within any organization – is it an aggregate score or an individual score? But, I think it is a good starting point.