This video summarizes the attributes shared by organizations that effectively use metrics. Get advice on how to retire outdated metrics and keep your dashboard focused on what's truly important.
- Metrics are more than just numbers on a page…and they don't exist in a vacuum.…The performance indicators you use…are interrelated pieces of a greater narrative.…A well regarded bicycle retailer was struggling with…unsustainable profitability,…even as the number of units sold was increasing.…The primary metrics shared with the sales team,…up to that point, had been gross revenue.…The management team decided to begin candidly sharing…and discussing the importance of margin.…As a result, their sales and service associates came up with…all kinds of great ideas for adding value…that mitigated the pressure to compete on price,…things like memberships, extended service and others.…
It was inspiring.…The change in focus, with a support of more balanced metrics…was a great success.…Whether your organizations small or large,…your colleagues are inundated with demands…on their time and talent.…Your reports need to grab their attention…and the content has to be relevant.…Don't waste their time, don't leave them guessing…
This course covers, in a step-by-step fashion, why metrics are important, which metrics matter the most, how to interpret results, and examples of how successful organizations leverage metrics to improve decisions and performance. Whether your service operation includes face-to-face services, contact centers, social media, self-service, or any combination, this course provides practical know-how, real-life examples, and guidance for implementing and using the right metrics and establishing meaningful goals.
- Identifying customer expectations
- Avoiding pitfalls
- Essential metrics for the service operation
- Identifying alternatives for measuring engagement
- Engaging support that drives the right behaviors
- Key areas of focus for individuals
- Assessing service interactions
- Calibration and coaching
- Clarifying responsibilities