Peter Kriss

Some Disneyland fans haven’t felt their usual magic over the past month. To combat overcrowding, the theme park recently raised the prices of its annual passes — with the highest-tier pass now costing over $1000. Predictably, many of the park’s fans are less than pleased. Although Disney is hardly the

Some Disneyland fans haven’t felt their usual magic over the past month. To combat overcrowding, the theme park recently raised the prices of its annual passes — with the highest-tier pass now costing over $1000. Predictably, many of the park’s fans are less than pleased. Although Disney is hardly the

In the business world, the strength of a metric lies in — not only how accurate it is — but also the extent to which it helps drives change and action. The world of customer experience is no exception, where the metrics discussion has become a tried and true pastime.

In the business world, the strength of a metric lies in — not only how accurate it is — but also the extent to which it helps drives change and action. The world of customer experience is no exception, where the metrics discussion has become a tried and true pastime.

This article was originally published in the Harvard Business Review on August 1st, 2014. Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we recommend to

This article was originally published in the Harvard Business Review on August 1st, 2014. Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we recommend to