April 3, 2015 - By Customer experience doesn’t happen by chance. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization.
In a recent conference call I asked a senior leader of an organization we consulted with if they had a report of their key performance metrics related to service and customer experience in their contact center, their answer surprised me.
The individuals on the call responded that they didn’t keep track of any metrics since they were able to look at the system at any given time and account for the current customer load.
Among numerous challenges in the current time frame and future possible challenges, I was mostly left wondering how future experience and customer impacting decisions could be evaluated without the ability to review historical data about customer service and customer experience management. It’s critical that contact center leaders be forward thinking in their approach to service and account for the current and future possible challenges their organization faces.
Delivering winning customer experience requires identifying the key metrics, touchpoints, and supporting data to take positive, customer-impacting action. Customer experience management gives ownership to these critical tasks and ensures that key stakeholders in an organization are responsible for ensuring that positive results are being generated from service efforts.
In a recent infographic, the team at Kampyle shared a customer experience management cheat sheet with the key performance metrics that organizations should account for as they look to build out their contact center teams. Organizations like Kampyle, can deliver to their customers simple, powerful, actionable data on customer feedback to improve service experience in today’s digital enterprises.
The Customer Experience Management Cheat Sheet
I strongly recommend that service leaders head over to Kampyle and request a copy of the free CX Cheat Sheet for their own records. This can be a critical component of your CX Management framework and a fantastic resource for ensuring that your customer experience is on the right track.
The Critical Nature of Feedback in Customer Experience Management
The potential for integrating feedback management into contact center operations is tremendous. Even the most rudimentary programs for managing and acting on customer feedback can generate effective results in key call center metrics like:
- Improving your customer satisfaction scores (CSATs)
- Lowering your dis-engagement by acting on data (hold-time, churn, online drop-offs, abandonment, etc.)
- Increasing customer retention and customer advocacy (NPS, Advocacy, WoM, ACSI, Loyalty)
I especially loved what one organization, Swisscom, shared about the bottom-line impacting results from integrating feedback management services into their organization.
We were able to effectively optimize our online support pages…dramatically increased the number of support requests solved online by 15%. This has led to savings of up to CHF3 million (around $3.2 million) in just 12 months.
-Markus Eberhard, Head of Online,
The potential for experience breakdowns resulting in bad customer service experiences alone is reason enough for call center managers to take this seriously and make customer feedback data one of their critical management initiatives.
It’s critical that contact center leaders be forward thinking in their approach to service and account for the current and future possible challenges their organization faces.
Integrating the right customer feedback data into strategic organizational decisions is key in ensuring a positive growth of customer experience interactions resulting in long-term customer loyalty and relationship development.
