From the course: Service Metrics for Customer Service
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Continuous improvement
From the course: Service Metrics for Customer Service
Continuous improvement
- Metrics are more than just numbers on a page and they don't exist in a vacuum. The performance indicators you use are interrelated pieces of a greater narrative. A well regarded bicycle retailer was struggling with unsustainable profitability, even as the number of units sold was increasing. The primary metrics shared with the sales team, up to that point, had been gross revenue. The management team decided to begin candidly sharing and discussing the importance of margin. As a result, their sales and service associates came up with all kinds of great ideas for adding value that mitigated the pressure to compete on price, things like memberships, extended service and others. It was inspiring. The change in focus, with a support of more balanced metrics was a great success. Whether your organizations small or large, your colleagues are inundated with demands on their time and talent. Your reports need to grab their attention and the content has to be relevant. Don't waste their time,…
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