By Donna Peeples Great companies are like beautiful clocks; they’ve got a lot of moving parts that all have to work together in order for the whole to be successful. Again and again I’ve found, however, that they can be distilled into three key categories: people, process, and technology. Getting these to align and synergize requires a clear roadmap centered around the customer experience. Why Customer Experience is Critical You can measure customer experience with a variety of perception, channel, and business performance metrics, such as satisfaction, net promoter score, and profitability by customer and segment. Depending on the industry, some metrics might be more important to hone in on than others, but the customer experience influences virtually every aspect of a business, from product development to risk management to inventory. Analyzing your experience data effectively means that you can differentiate customers based on value (current and potential), allocate resources …