Customer Experience Metrics

7,189 views

Published on

How to choose actionable & predictive metrics as leading indicators of your overall objectives. Setup key performance indicators, measurement dashboards, balanced scorecards, and management tools for follow-through and accountability. Applies to ANY use of metrics.

See http://ClearActionCX.com

Published in: Business, Technology
3 Comments
25 Likes
Statistics
Notes
  • Why not Tweet? Post on Facebook? Embed in a blog? StumbleUpon? Reddit? Add to your Delicious or Yahoo!Bookmarks or GoogleBookmarks? Fave it! Introduce me to your boss or customer experience-related colleague?

    Please note that my presentations are protected by Creative Commons License (see http://creativecommons.org/licenses/by-nc-nd/3.0/us/), which lets you know you can share them with others as long as you do not alter it in any way, nor use it for commercial purposes.
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • If you really enjoy this presentation, please mark it as a Favorite, and feel free to Post it, Share it and/or Ask a Question!
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Sign-up for ClearAction newsletter! http://eepurl.com/bf16
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Views
Total views
7,189
On SlideShare
0
From Embeds
0
Number of Embeds
718
Actions
Shares
0
Downloads
153
Comments
3
Likes
25
Embeds 0
No embeds

No notes for slide

Customer Experience Metrics

  1. 1. www.ClearActionCX.com Customer Experience Metrics KPIs: Leading & Lagging Indicators
  2. 2. © Copyright ClearAction LLC. All rights reserved. Which Key Performance Indicators to Monitor?  MPH  $/Gal  MPG Objective: Minimize Costs Symptoms or Root Causes?
  3. 3. Most Objectives Are Like Onions Many Layers Inside Inner Layers = Roots for New Growth! Most Visible Layer of Limited Use © Copyright ClearAction LLC. All rights reserved.
  4. 4. Example: 'Peeling The Onion' Order Accuracy Wrong Item Code Missing Item Code Delegated Coding Ordered Wrong Part Outdated Supply List Allowed by Procedures Lack of Training Frequency: Supply List Distribution Market Results: Customer's Measures Quality Results: Manager's Measures Process Drivers: Team's Measures Root Causes: Leading Measures 1) Why? 2) Why? 3) Why?Root Out Problem © Copyright ClearAction LLC. All rights reserved.
  5. 5. Root Causes of Symptoms Symptom: MPG Machines Management Environment Methods ManpowerMaterials Acceleration Deceleration Spark Plugs Oil Change Tire Pressure MPH Distractions Fuel Boost Hybrid Root Causes Are Leading Indicators © Copyright ClearAction LLC. All rights reserved.
  6. 6. © 2008 ClearAction. All rights reserved. Your Work Process Internal step(s) with EARLY signals Outputs of Your Work Process A step on the customer journey or business result Inputs to Your Work Process Info, materials, skills, culture (source can be internal or external) CHECKPOINT CHECKPOINT #1a ATTENTION ON CRITICAL CONTROL POINT LEADING INDICATOR #2 ATTENTION ON RESULTS LAGGING INDICATOR #1b ATTENTION ON INCOMING CHECKPOINT LEADING INDICATOR SIPOC = Suppliers  Inputs  Process  Outputs  Customer
  7. 7. ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
  8. 8. ClearActionCX.com If You Like These Concepts, Get the Book! 4 Keys Explained 10 Templates Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  9. 9. ClearAction Consulting Clients “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” © Copyright ClearAction LLC. All rights reserved. Partial List Send us a note: OptimizeCX@ClearActionCX.com
  10. 10. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization

×