Learn about the key reasons effective service metrics are so important, including fast-evolving customer expectations, the publicity impact of customer experiences, the influence of metrics on behavior, and the need to invest time and resources wisely. Gain insight into how your metrics might need to change to better support services and innovation.
- 70% of the Fortune 500 companies…that existed in 1990 were gone by 2015.…In many cases, there were dramatic disruptions in markets,…what some term creative destruction.…But what were some of the other factors?…How many of those companies failed…to see what was happening?…Could the right metrics, the right approach, have helped…provide visibility and where changes…and innovation were so desperately needed?…Having studied many of these cases,…I'm convinced the answer is yes.…
There are five major factors, five realities if you will…that create the need for effective service metrics.…One, and probably no surprise,…is that customer expectations are evolving rapidly.…When customers experience a service innovation…with one organization, they now know what's possible.…They begin to expect the same of others,…even if they're in very different industries.…The late Steve Jobs often observed that most customers…have no idea what they want until they see it.…Our metrics should at least though provide visibility…into how perceptions are changing…
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