Harness innovation

- Innovate and align.…This final step in the strategic…development process is both fun and important.…Where are the opportunities to get even better?…How do you keep day-to-day operations…and, really, every decision,…aligned with your customer service vision?…There are two common and effective…lenses to use when approaching this step.…One is to keep an eye on important metrics.…Many successful organizations establish…an overall key performance indicator,…such as Net Promoter Score,…which is based on the survey question,…how likely is it that they'll recommend you to others?…An alternative is Customer Effort Score,…which gauges their perception…of how easy it is to resolve problems.…

And many organizations still use…plain old Customer Satisfaction Scores,…which can be fine if they help you…see improvement opportunities.…You'll also want insight from additional metrics…that cover areas such as customer wait times,…quality, employee engagement, and strategic value.…If you'd like to explore metrics further,…there's a worksheet as part…