Customer Service is the new currency. Using KPI Metrics to increase your ROI

©2020 James Feldman All rights reserved.
In the beginning,
there was the Customer;
at the end is a sale.©2020 James Feldman All rights reserved.

When it matter;
Where it matters.

Using Metrics to Improve
Operations and the
Customer Experience

It’s about how to connect the dots
between Customer interactions
and quantitative business goals

Use metrics to
explain your
business story

“Everything should contribute to
Successful Customer Outcomes.
Therefore, crafting the CX
involves the total business.
A measure of this success is
winning the Triple Crown –
simultaneously
reducing costs,
improving service &
growing revenue
at the same time.”

“No matter how good you are, if
the customer’s experience
(perception) is poor, they will find
a place where they are happier”
---
“We are focused on ensuring a
positive customer experience.
If customers are satisfied, it
means we are doing something in
our processes that keep them
coming back. Customers are the
reason our company exists.”

Everyone is a salesperson in some way.

Truly great
Customer
service
affects every
individual,
every
process,
every level,
of every
organization.

You don't want satisfied Customers.
You want to exceed their expectations
You want Loyal Customers.
Satisfaction
is the minimum requirement
to stay in business.

It’s all about relationships.

Some of the companies we worked for…

01
Changes
in Culture
02
Lack
of/need for
Resources
Keeping up’
with
technology
03
Leadership
understanding
/ investment
04
Management
of Change
“How do you balance Innovation with doing things well for the customer?”

If you don’t ask
the right questions
the answers don’t
matter.

• “What steps are you taking to make your organization
truly Customer-centric?”
• “What will the Customer look like in the future?”
• “How do you utilize Customer Expectation Management
principles when implementing new technology?”
• “How do you successfully engage external customers
in the change?”
• “What brand attributes optimize your Customer
Experience?”
• “How to deal with customers that demand control they do
not support”
• “If you have transitioned from Lead Six Sigma
methodology to Customer Expectation Management
method what results have you realized?”
• “How is Customer Experience being measured?”
• “How do you involve Customers in your process
improvement efforts?”

Customer
Request Volume
• Workload
• People
• Questions

First Contact Resolution= # of resolved incidents on first contact
Total number of incidents

Resolution Rate
Total Requests
Total Resolutions

Replies
Per Request
73% of most
Customers want 1st
contact resolution

Customers want speed,
convenience, fair resolution
with very little effort.

Response
Time

Your Customer has limited time.
Make the measurement process short.
Ask for feedback through the Customer’s Optimal time

Reply Time

Average Resolution Time= Sum of all times to resolution in a timeframe
Total number of cases solved in that time frame

Customer Satisfaction
Average time to
resolution=
Total resolution
time/Total number of
requests

1
2
3
Question 1
How will we WOW them?
And be different?
Question 2
What do our
Customers need?
Question 3
Why should our
Customers from
us and continue?
Metric could answer >
Are we over-charging and under-servicing?©2020 James Feldman All rights reserved.

Healthcare patients are
often considered the
primary external
customer.
Frontline staff and
Physicians are Internal
customers whose
satisfaction is necessary
to well delivered
healthcare.
All business have both
External and Internal
Customers.

Use your CX Metrics to Develop a Resolution
Rate

Use CX for
your ‘internal’
Customer and
NURTURE your
employees so
they take care
of your
Customers.

Henry Ford said …
"If we are not Customer driven, our
cars, won't be either.”

Trouble spells opportunity

Satisfaction
is about
INNOVATIVE
solutions that
solve your
Customer’s
Problems.

Customer metrics has one objective…
to learn how to
GUARANTEE you continue to have
Customers in the future.

A recent Forrester study showed that
“CX leaders grow revenue faster than CX laggards.”
Most companies are still struggling
to improve customer experience
and measure it in a meaningful way.

What get’s measured-gets done.
Net Promoter Score (NPS),
Customer Satisfaction (CSAT)
How and When also impacts scores
[Source: Forrester Report - Why CX? Why Now?]

Nearly half of all companies
identified tying Customer
experiences to business
outcomes as difficult or
challenging.
Harvard Business Review Analytic Services

Businesses are losing Customers every day
because they aren't treating Customers
the way they say they will and ignore CX metrics.

Customers can get angry.
Hear them roar

Real Time
Over Time

CX
Analytics
can be used
to prioritize
which metrics
you monitor,
and report to
ensure that
Shift Happens!®

Monitor Your Results-Act on them.
•

experts have their knowledge in order

One Size Does Not
Fit All.
Calculate
individual behavior
segments to
discover
Customer
experience
metrics.
©2020 James Feldman All

Listen
the Customer may be talking.
Don’t talk,
the Customer may be listening.

Focus on your most
most valuable
Customers

Principles of
Good Customer
Service

Accuracy

Clarity

Accessibility

Empowerment

Friendliness

Efficiency

You PROVIDE
solutions…
not deliver products.

You PROVIDE
solutions…
You CREATE value…
not provide services.

You PROVIDE solutions…
You CREATE value…
You ENGAGE our Customers
not sell to them.

You PROVIDE solutions…
You CREATE value…
You ENGAGE your Customers
not sell to them.
You are PROBLEM SOLVERS…
who charge for our WISDOM.

stop ‘shoulding’ all over yourself

Create a short term
Execution Revolution

312 527•9111 Text 312 909•9700
jfeldman@shifthappens.com
www.shifthappens.com
Contact Information
The NOWIST™

Customer Service is the new currency. Using KPI Metrics to increase your ROI

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