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Are You Overlooking This Signal of Business Growth and Customer Service Success?

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You get what you measure…so what are you measuring? 👇

If you’re like most organizations, you’re measuring things like customer satisfaction, customer effort score, and net promoter score.

And while all of these metrics matter, they aren’t the ones that matter most. That’s because they measure the results of what your organization has already done.

That’s useful, but you also need to know what you should be doing right now to meet your goals.

So what SHOULD you be measuring? Watch the video to find out!

#VideoPosts #ServiceMetrics

#BestPractices

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Below is an Autogenerated Transcript

My favorite customer experience metric is number of new ideas implemented and nature of customer experience respond, response to that latest or that newest idea implementation. All of the other metrics are fine. Customer efforts score customer satisfaction score, net promoter score, wallet allocation score. I mean, there’s so many different ways that you can measure customer experience, different metrics that can be used. It could be speed, it could be quality indicator, it could be service level agreements. But the one that I love most is if you’re tracking the number of new ideas that your team is generating. Are they just coming to work to follow the process, follow the procedure, or are they coming to work with a curiosity about what are we not yet doing, that we might try doing? It could be a good idea, might not be a good idea, but let’s generate enough new ideas then we can evaluate those ideas. And some of them you could do right away. Some of them will take time. Some of them you could do on your own. Some require collaboration with other people. Some of them you can do at no cost. Some of them require resources or a budget. Now, if you got a new idea that you can do right away on your own and it doesn’t cost anything, it’s called a quick win. And what’s keeping you from doing it? Get on with the implementation. On the other hand, if you have new ideas that actually require cooperation with other people will take more time and do need some resources. Those could be good ideas too. And the question is, is your team generating enough ideas? Are you evaluating those ideas, prioritizing those the ideas, implementing the ideas, and then checking with your customers to see what is their experience with the new ideas that you’ve implemented?

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Ron Kaufman
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Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.