From the course: Service Metrics for Customer Service
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The case for effective service metrics
From the course: Service Metrics for Customer Service
The case for effective service metrics
- 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…
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