Currently viewing the tag: "Metrics"
Anyone can put together a customer experience.
It really is not that hard to do.
You document a process, look for some imperfections to work out (if you don’t find any that adds to the cache of the experience being “well built”), create documentation as to what should happen at what time.
C’est fini. An [...]
Feelings cannot be measured.
Lighting cannot be caught in a bottle.
Cold Fusion is (for now) a dream.
The only difference between these three statements is that some people will actually believe that the first one is wrong. They are the ones who will try to measure customer satisfaction or customer loyalty. The same way [...]
The most common calls I used to field at Gartner were people looking for average metrics. The conversation would be:
“We are measuring Average Handle Time and we need to know what the average is for our industry” “Why are you measuring AHT?” “Well, that is something we have always done – so we want [...]
Would you like to know why your measurement program will fail before you launch it?
It is not about choosing metrics, designing reports, or training business users on the proper use of DIY reporting tools – none of those would guarantee success. It is not about taking the metrics you are using now in your [...]
When you read the title for this post you thought of the myriad reports your company produces and the metrics used to track performance, with traditional metrics being revenues, costs, profits, customer satisfaction and similar. About 99% of my clients are in the same boat (at least when we start working together). Most people will [...]
