Lately, at Interaction Metrics, we’ve been discussing the difference between striving to optimize and striving to improve. Specifically, should you optimize your customer experience or improve it? I’ve come down on the side of customer experience optimization because improvement is just too vague. For instance, many of us equate service and Read more…
For years, Gallup Research has reported on the impact of employee engagement on profits. Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more engaged employees have Read more…
Customer Experience Helps ROI Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as Read more…
Another Customer Service Improvement Plan? In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another plan to improve customer service? I think, decidedly, yes, for the simple reason that most customer service Read more…
Jerry Sokol writes for Biz Meets Tech and he recently wrote about something that’s always top of mind at Interaction Metrics—good customer experience metrics. Numbers are only useful insofar as they help you improve—simply tracking outcome metrics or just collecting data is never the answer. The right customer experience metrics don’t Read more…
Goals If you’re not achieving your goals for the customer experience, you’re probably not measuring at the correct level; learn what that level is. Companies want to give and get value through the customer experience—what are your goals? To deliver proactive customer service? Reduce customer support calls? Increase customer loyalty? Read more…
What Happened? It was the typical noon-time rush at my local Starbucks—certainly not my favorite time to stop, but I was hungry and wanted a snack. I ordered a drink and a bagel, and moved out of line to wait. My drink came out quickly, but five minutes later there Read more…
Invest in Customer Feedback Often, companies don’t sufficiently invest in customer feedback evaluations because they believe hiring smart, friendly staff will produce adequate customer service. And yet, many of these same companies claim that customer service is one of their core strengths. But why settle for adequate? If you want Read more…