Customer How To Develop Customer Centric Metrics

  1. Home
  2. Customer-success-management
  3. Customer How To Develop Customer Centric Metrics

Tags: Customer Success Management

To inspire good customer service behaviour, we must be able to measure customer experiences meaningfully.

Last updated 2022-01-10 | 3.4

- Define factors to select key metrics
- Understand common metrics that can be used to assess service
- Measure customer experience meaningfully

What you'll learn

Define factors to select key metrics
Understand common metrics that can be used to assess service
Measure customer experience meaningfully
Assess customer experience and plan for improvement
Integrate customer experience metrics into staff KPI’s

* Requirements

* A keen readiness to learn and put it into practice
* Access to a computer
* tablet or iPad
* Headphones or speakers to listen to videos

Description

There is no question about the impact great customer service has on an organisation. How to develop customer metrics will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour.

‘But I’ve told my people how important good customer service is, and they’re still not providing it!’

Have a look at how you’re measuring your people. To inspire good customer service behaviour, we must be able to measure customer experiences meaningfully. This course will give you the tools needed to choose effective customer metrics, measure appropriately and integrate them into staff KPI’s – to drive the behaviours you want.

Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you’re trying to create.

Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We’re excited about education and want to give you the opportunity to be the best you can be.

This BITE SIZED course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to develop good customer metrics. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations.

This BITE SIZED course is also part of our Master Series - The Customer: Service At Its Best.

If you would like to really challenge yourself, join us for the entire journey.

So what are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.

Who this course is for:

  • Anyone looking to improve the experience of their customers
  • Anyone with an interest in driving a strong customer focus within their organisation
  • Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to
  • Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation
  • Anyone from a small, medium or large organisation

Course content

5 sections • 11 lectures

Welcome to How to Develop Customer Centric Metrics 1 lectures

Welcome to How to Develop Customer Centric Metrics Preview 00:43

What's it All About?

Customer Metrics 7 lectures

Planning Customer Metrics Preview 05:38

Metrics are all about tracking performance. Developing customer centric metrics, means focusing your attention on the things that really matter to them. In here we’ll explore some considerations you might want to take on, before selecting your metrics.

Common Customer Experience Metrics Preview 06:40

Let’s take a look at some common customer metrics that can be effective in measuring the experience you’re providing to your customer.

Customer Service Metrics Preview 03:24

Creating meaningful customer metrics is about asking the right questions, so you figure out more about your customers than just their buying habits.

References and Further Reading - Hasan, S n.d, ‘Selecting the Right Customer Experience Metrics’ customerexperiencemagazine.co.uk, viewed 25 May 2015 (see external resources)

Some Common CEM Metrics Preview 4 pages

Finding the right mix of metrics can be difficult, here are some common, well-established metrics.

Explore More Preview 1 page

Check out this TED Talk on applying metrics via the link under external resources.

How Zappos uses Net Promoter Scores Preview 1 page

Take a look at external resources to see Tony Heish, CEO of of Zappos, explaining how Net Promoter Score for zappos.com is not just a metric, but an outcome of management action.

Amazon’s Metrics Obsession Preview 1 page

Check out external resources to take a look at the full article about how Amazon makes a real difference for their customer with a focus on metrics.

Customer Journey 1 lectures

Assessing Your Customer Journey Preview 04:58

Let’s take a look at a simple tool you can use to help you to assess the effectiveness of your customer journey.

What's Your Game Plan? 1 lectures

What’s Your Game Plan? Preview 4 pages

Using the information throughout this course, take a look at these scenarios and think about what metric (or metrics) you would apply.

Congratulations! You now know how to Develop Customer Centric Metrics 1 lectures

How to Develop Customer Centric Metrics Preview 00:45

Where to from here?