Define Customer Experience Investigation® through hands-on training Dear students, It’s time to dig into our hands-on Customer Experience Education coursework with a class trip! To help us really define Customer Experience Investigation® for ourselves, we have the opportunity to spend the day with Jeannie Walters, a real Customer Experience Investigator™. It’s going to be lots of fun, but I hope you ate a […]
The almighty dollar. It’s difficult to compete with the metrics surrounding it. But the only dollar we’ve ever earned is from a customer. And if the customer isn’t happy, then that dollar stays put. Determining what customer-centric performance metrics you track for your organization, especially as you grow, can determine if you will improve your […]
Guest post by Ashley Furness of Software Advice Zappos is renowned worldwide as a standout in customer service success, partially for their unique approach to customer performance and productivity management. The e-retailer uses metrics that incentive creating a personal emotional connection over measures such as speed to resolution or call quantities. While the company still […]
If every KPI is focused on acquisition, you can bet you do not have a customer-centric culture.
One story could tell a company SO much about their customer experience.
When you try to look at your own project, business, or even employees without a sharply tuned critical eye, you end up with a viewpoint that inevitably provides some data, but not necessarily the right kind.