Upload
thorleif-astrup-hallund
View
366
Download
0
Tags:
Embed Size (px)
DESCRIPTION
91% of companies claim to be customer focused – only 10% of customers agree. Improving the customer experience doesn’t have to be a guessing game. There are metrics you can use to benchmark and improve the experience for your customers, guide your customer experience strategy and create happier, more loyal customers.
Citation preview
Don’t guess your customers experience Consider these 5 metrics
Improving the customer experience doesn’t have to be a guessing game
)
) ) ) ) ) )
) ) ) ) ) )
= POSITIVE EXPERIENCE NEGATIVE EXPERIENCE
It takes 12 positive experiences to make up for one negative experience
There are metrics you can use to benchmark and improve the experience for your customers
#1 WAITING TIME
WAITING TIME Your customers are living in a busy world where time is a precious asset. If you can respond faster than your customers expects, you’ll go a long way creating an amazing experience that keeps them coming back
Consider three minutes to be reasonable waiting time
53%
Customers expect emails to be answered within 24 hours
24h
#2 FIRST CONTACT RESOLUTION
FIRST CONTACT RESOLUTION An 80% FCR rate sounds pretty good. However, an 80% FCR means your customers call you, on average, 1.2 times to resolve a question or issue
“Customer satisfaction ratings will be 35%-45% lower when a second call is made for the same issue” Greg Levin - TELUS
#3 INCOMING AND OUTGOING CUSTOMERS
“Customers vote with their feet” on whether they want to stay or leave you
Simple customer measurement: Incoming Customers minus Outgoing Customers = Net Growth or Loss
INCOMING AND OUTGOING CUSTOMERS
#4 MEASURE SATISFACTION AFTER EACH INTERACTION
Measuring satisfaction after each interaction lets you quickly know if you have been able to deliver a great customer experience
This information is important because you want to know if someone was unhappy so you can follow up and resolve the situation
15
…is both a specific experience metric and a full promoter measuring system that is very useful and practical to use
BIG think
#5 MEASURE OVERALL SATISFACTION
Don’t just focus on measuring the customer experience based on individual interactions.
A great customer experience is made up of multiple interactions.
That’s why it’s important to think BIG picture and measure overall customer satisfaction as well
Most customers won’t cancel contracts or stop doing business with you based on one poor interaction with your company
They will leave you because, overall, they are unhappy with the service you deliver
Don’t rely on that ‘gut feeling’ when you make customer experience decisions
Use data and these five customer experience metrics to guide your strategy
Thank you Contact information: [email protected]
Chief Customer Officer 2.0 – Jeanne Bliss Client Heartbeat – Ross Beard TELUS InternaEonal ASCENT Group – Achieving First Call ResoluEon 2009 research Forrester Research 2012 The experiences uElity of queuing: Real-‐Time affect and retrospecEve evaluaEons of simulated queues -‐ Ziv Cameron and Daniel Kahneman Bain & Company: Net Promoter System
Thanks to the following great companies for inspiration and providing statistics