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

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Return on Ideas (ROI) is how we should measure our efforts to attract, enhance, and retain our Customers. Whether it's your external customer or your internal customer (employees) every organization faces increased challenges to provide an exceptional experience.

Telling a story is the goal of collecting relevant data and useful information. For many, they don't ask the right questions, so the answers are not applicable. This presentation is a broad discussion of how to leverage the response to the targeted issues.

There is no shortage of data. The focus should be on the relevant data that has the greatest positive impact. This presentation offers some insights into a more effective way to monetize those results.

Published in: Business
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Customer Service is the new currency. Using KPI Metrics to increase your ROI

  1. 1. ©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.
  2. 2. ©2020 James Feldman All rights reserved. When it matter; Where it matters. ©2020 James Feldman All rights reserved.
  3. 3. Using Metrics to Improve Operations and the Customer Experience ©2020 James Feldman All rights reserved.
  4. 4. ©2020 James Feldman All rights reserved. It’s about how to connect the dots between Customer interactions and quantitative business goals ©2020 James Feldman All rights reserved.
  5. 5. Use metrics to explain your business story ©2020 James Feldman All rights reserved.
  6. 6. ©2020 James Feldman All rights reserved. “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.”
  7. 7. ©2020 James Feldman All rights reserved. “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.”
  8. 8. ©2020 James Feldman All rights reserved. Everyone is a salesperson in some way.
  9. 9. Truly great Customer service affects every individual, every process, every level, of every organization. ©2020 James Feldman All rights reserved.
  10. 10. 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. ©2020 James Feldman All rights reserved.
  11. 11. It’s all about relationships. ©2020 James Feldman All rights reserved.
  12. 12. Some of the companies we worked for… ©2020 James Feldman All rights reserved.
  13. 13. 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?” ©2020 James Feldman All rights reserved.
  14. 14. ©2020 James Feldman All rights reserved.
  15. 15. ©2020 James Feldman All rights reserved.
  16. 16. ©2020 James Feldman All rights reserved.
  17. 17. If you don’t ask the right questions the answers don’t matter. ©2020 James Feldman All rights reserved.
  18. 18. • “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?” ©2020 James Feldman All rights reserved.
  19. 19. Customer Request Volume • Workload • People • Questions
  20. 20. First Contact Resolution= # of resolved incidents on first contact Total number of incidents ©2020 James Feldman All rights reserved.
  21. 21. Resolution Rate Total Requests Total Resolutions ©2020 James Feldman All rights reserved.
  22. 22. Replies Per Request 73% of most Customers want 1st contact resolution ©2020 James Feldman All rights reserved.
  23. 23. ©2020 James Feldman All rights reserved. Customers want speed, convenience, fair resolution with very little effort.
  24. 24. Response Time ©2020 James Feldman All rights reserved.
  25. 25. ©2020 James Feldman All rights reserved. Your Customer has limited time. Make the measurement process short. Ask for feedback through the Customer’s Optimal time
  26. 26. Reply Time ©2020 James Feldman All rights reserved.
  27. 27. Average Resolution Time= Sum of all times to resolution in a timeframe Total number of cases solved in that time frame ©2020 James Feldman All rights reserved.
  28. 28. Customer Satisfaction Average time to resolution= Total resolution time/Total number of requests ©2020 James Feldman All rights reserved.
  29. 29. 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.
  30. 30. 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. ©2020 James Feldman All rights reserved. ©2020 James Feldman All rights reserved.
  31. 31. ©2020 James Feldman All rights reserved. Use your CX Metrics to Develop a Resolution Rate
  32. 32. Use CX for your ‘internal’ Customer and NURTURE your employees so they take care of your Customers. ©2020 James Feldman All rights reserved.
  33. 33. Henry Ford said … "If we are not Customer driven, our cars, won't be either.” ©2020 James Feldman All rights reserved.
  34. 34. ©2020 James Feldman All rights reserved. Trouble spells opportunity
  35. 35. ©2020 James Feldman All rights reserved. Satisfaction is about INNOVATIVE solutions that solve your Customer’s Problems.
  36. 36. ©2020 James Feldman All rights reserved
  37. 37. Customer metrics has one objective… to learn how to GUARANTEE you continue to have Customers in the future. ©2020 James Feldman All rights reserved.
  38. 38. 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. ©2020 James Feldman All rights reserved.
  39. 39. What get’s measured-gets done. Net Promoter Score (NPS), Customer Satisfaction (CSAT) How and When also impacts scores ©2020 James Feldman All rights reserved. [Source: Forrester Report - Why CX? Why Now?]
  40. 40. Nearly half of all companies identified tying Customer experiences to business outcomes as difficult or challenging. ©2020 James Feldman All rights reserved. Harvard Business Review Analytic Services
  41. 41. ©2020 James Feldman All rights reserved.
  42. 42. Businesses are losing Customers every day because they aren't treating Customers the way they say they will and ignore CX metrics. ©2020 James Feldman All rights reserved.
  43. 43. Customers can get angry. ©2020 James Feldman All rights reserved. Hear them roar
  44. 44. Real Time Over Time ©2020 James Feldman All rights reserved.
  45. 45. ©2020 James Feldman All rights reserved.
  46. 46. ©2020 James Feldman All rights reserved. CX Analytics can be used to prioritize which metrics you monitor, and report to ensure that Shift Happens!®
  47. 47. Monitor Your Results-Act on them. • ©2020 James Feldman All rights reserved.
  48. 48. experts have their knowledge in order ©2020 James Feldman All rights reserved.
  49. 49. One Size Does Not Fit All. Calculate individual behavior segments to discover Customer experience metrics. ©2020 James Feldman All
  50. 50. Listen the Customer may be talking. Don’t talk, the Customer may be listening. ©2020 James Feldman All rights reserved.
  51. 51. Focus on your most most valuable Customers ©2020 James Feldman All rights reserved.
  52. 52. ©2020 James Feldman All rights reserved.
  53. 53. Principles of Good Customer Service ©2020 James Feldman All rights reserved.
  54. 54. Accuracy ©2020 James Feldman All rights reserved.
  55. 55. Clarity ©2020 James Feldman All rights reserved.
  56. 56. Accessibility ©2020 James Feldman All rights reserved.
  57. 57. Empowerment ©2020 James Feldman All rights reserved.
  58. 58. Friendliness ©2020 James Feldman All rights reserved.
  59. 59. Efficiency ©2020 James Feldman All rights reserved.
  60. 60. ©2020 James Feldman All rights reserved. You PROVIDE solutions… not deliver products.
  61. 61. ©2020 James Feldman All rights reserved. You PROVIDE solutions… not deliver products. You CREATE value… not provide services.
  62. 62. ©2020 James Feldman All rights reserved. You PROVIDE solutions… not deliver products. You CREATE value… not provide services. You ENGAGE our Customers not sell to them.
  63. 63. ©2020 James Feldman All rights reserved. You PROVIDE solutions… not deliver products. You CREATE value… not provide services. You ENGAGE your Customers not sell to them. You are PROBLEM SOLVERS… who charge for our WISDOM.
  64. 64. stop ‘shoulding’ all over yourself ©2020 James Feldman All rights reserved.
  65. 65. ©2020 James Feldman All rights reserved. Create a short term Execution Revolution
  66. 66. Leveraged Metrics Exceed Expectations©2020 James Feldman All rights reserved.
  67. 67. 312 527•9111 Text 312 909•9700 jfeldman@shifthappens.com www.shifthappens.com Contact Information The NOWIST™ ©2020 James Feldman All rights reserved.

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