Because you just ‘can’t manage what you don’t measure’. It is an old management adage that is still very accurate and used today. Unless you measure something you don’t know whether it is getting better or worse, you can’t manage for improvement nor can you celebrate success. You need to measure those activities or results that are important to successfully achieving your organisation’s goals. Key Performance Indicators is a measurable value that demonstrates how effectively a company is achieving key business objectives. The KPIs differ depending on the organisation, it maybe:
* A percentage of its income that comes from return customers
* A customer service department may have percentage of customer calls answered in the first minute
* The number of compliments you received this month!
* Net promoter score, ect… you get the idea!
Happy customers means happy employees and vice versa… Measure to manage, measure to celebrate success:
* Measure what’s important
* Publish your metrics and benchmarks
* Reward people for achieving and exceeding their goals
* Identify your gaps and do something about it… And then start over…
Bringing a more caring energy into Measuring your service delivery means that you can really give the support to your team to improve the customer experience, pinpoint how your customers are feeling and how emotionally connected they are to your brand, this is the difference between surviving and thriving.
At the core of customer service is the concept of delivering on a promise. If you promise that you are able to provide the best product or service, or that you can deliver quickly or offer the best price, you must be able to deliver on that promise. Now, could you be treating those around you better?
How can you use the technology to identify customer needs more effectively?
How can you reduce stress and increase Wellbeing in your workplace?
How can you support your team in a more meaningful way?
What would happen if you brought a more caring energy to the way you measure your service delivery?
Share your thoughts with me…
Need some extra help measuring your services? let us inspire your team to deliver exceptional customer experiences: