What Common Mistakes Are Made When Choosing Customer Service Metrics? There’s a wide range of metrics of factors that can be measured to determine customer service quality. Unfortunately, many companies actually choose the wrong ones to measure, or make some logical errors, rendering the data…
Keep It Simple, Actionable For Small Businesses The Key To Using Customer Metrics How Should Small Businesses Collect And Use Customer Related Metrics? Small business rarely have the technology, resources or money to use complex methods for evaluating their customer service. That’s not a problem,…
Share data and metrics with customer facing staff if you want a customer focused organization. Should managers and executives share customer service metrics with customer service staff? The simple answer here is YES. The complex answer is YES, too. There is a very strong tendency…
No Customer Service Metric Is Perfect Net Promoter Score: Flawed? Useful? What Is It? In the quest for finding a simple and affordable method of determining how good companies are at creating loyal customers, the Net Promoter Score was developed by Fred Reichfield around 1983….
Where companies go wrong when trying to measure the quality of customer service What Common Mistakes Are Made When Choosing Customer Service Metrics? There’s a wide range of metrics of factors that can be measured to determine customer service quality. Unfortunately, many companies actually choose…
Customer service metrics can be incredibly misleading and lead to poor business decisions Is It Possible To Measure or Assess Excellent Customer Service? Excellent customer service (or its opposite, poor customer service) is so important to companies in today’s competitive world that it’s important to…
Three different metrics approaches to customer experience measurement Measuring The Customer Experience – 3 Ways If the goal is to improve customer experience, then it makes sense to measure it, but it’s not immediately clear how to go about it. In fact there is no…
Choosing the wrong customer service metrics can destroy a customer centric culture or prevent it from developing Can measuring the wrong things guarantee a broken customer service culture? One way companies send a message about the value of customer service to employees is through what…
