Focusing on customers and employees leads to the delivery of winning customer experiences.

MIT Sloan Management Review’s recent strategic measurement research investigates the role of key performance indicators (KPIs) in driving business growth. In this continuation of a related video series, Marty St. George, executive vice president of commercial and planning at JetBlue Airways, speaks about the customer-focused KPIs that help the airline remain true to its core values.

Our study found that organizations are increasingly likely to prioritize customer-focused KPIs over other performance measures, as they strive to remain relevant to consumers at all stages of their nonlinear touch points with a brand.

Founded with the mission of bringing humanity back to air travel, JetBlue has espoused five corporate values since its inception: safety, caring, integrity, passion, and fun. St. George explains how the organization recruits and hires talent with these attributes, and how they result in the delivery of winning customer experiences, measured through various analyses of Net Promoter Scores (NPS).

5 Comments On: Use Customer KPIs to Reinforce Core Values

  • Roberto Guajardo Vizcaya | July 17, 2018

    Poor video and content.

    Roberto Guajardo.

  • Brendon Jones | July 21, 2018

    I am a paid-up subscriber. When I am logged in, I am prompted to signup for email newsletters by entering my email address. Why is there not an option in button instead, or a link to a newsletters management page? You have my email address already. I don’t want to type it in again.

  • Marcelo Cabeda | July 21, 2018

    I agree with Roberto’s comment about the video. At the same time that I’ve considered the purpose of this video’s title very creative, I also concluding being poor in content. I think there are much more on it. Thanks for the idea.

  • Allison Ryder | October 2, 2018

    Hi Marcelo, I’m sorry you didn’t find this content useful. I’ve sent you a private response, including more detail on our research, which I hope will prove interesting for you.

  • Allison Ryder | October 2, 2018

    Hi Roberto, I’m sorry you didn’t find this content useful. I’ve sent you a private response, including more detail on our research, which I hope will prove interesting for you.

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