Service Measures and Metrics are a valuable building block for service improvement. But to build a service culture, the methodology of these metrics must be uplifting for those you query and for the members of your team.
Service Measures and Metrics
Building a strong and sustainable service culture takes time. But leaders often want to know much earlier if their efforts and investments are working.
Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”.
Join me at the Service Council 2018 Smarter Services Symposium in Chicago on September 17, 18, 19, 2018.
This Symposium is a gathering of the world’s leading customer service, customer experience, and customer loyalty professionals. The event is packed with insightful keynote speeches, deep-dive breakout workshops, wide ranging panel discussions.
How do you know if your service improvement efforts are really working?
How can you be sure your service culture development program will achieve the ultimate financial objectives of your business?
Businesses and communities for years have developed countless theories and ‘best practices’ to either Get Employees Who Care (Service Recruitment – Building Block #3) or to Get Employees To Care (Rewards and Recognition – Building Block #5)
Your customer survey must drive new action inside your organization. Don’t allow your survey process to become disconnected from the practical levers of power.
Building a strong and sustainable service culture takes time. But leaders often want to know much earlier if their efforts and investments are working. So what is the first thing you can measure to see if your service culture is getting stronger? Higher profits? No. Those show up only after you have provided better service. …
Customer focused surveys frequently collect data that is customer-specific. This ensures a regular flow of insights that lead to action. Common insights from these frequent surveys can be “rolled up” to provide an aggregate view of a market or a high level view of systemic issues in an organization.
This is in contrast to conducting an occasional (eg: annual) survey that starts at a high level then “drills down” to discover specific problems
The irony of this period of Big Data is that many organizations are becoming even more disconnected from their customers.