What Gets Measured Gets Managed: CX Metrics Insights from Petco’s Chief Customer Officer

Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success.  The challenge, like many other companies, is knowing which metrics to prioritize and measure. Chief Customer Officer Darren MacDonald believes that what gets measured gets managed. It’s impossible to track and analyze every piece of data, so the company has to be strategic in its CX metrics.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.