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In: Customer Experience

Most customer experience maps exclude one of the most important, most influential indicators related to driving loyalty, which is customer emotion. Bored during Hurrican Irene, I was perusing Twitter updates and stumbled upon a link called “Mapping The Emotional Customer Experience”. I clicked to learn more, because the topic sounded intriguing. The related projects I had been involved in to date were all process or technically oriented and did not consider emotions or feelings. I clicked on the link and spent quite awhile reading an article and then listening to a webinar called, “See What Your Customers See: Mapping Your Real Customer Experience” from BeyondRead More →

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In: Operations Reporting-Analytics

Q4 is approaching and it will soon be time to evaluate and update your technical support organization’s customer focused metrics for 2012.  To get started, I recommend that you consider customer metrics in two categories, “work in process” and “service delivery”. Work in process metrics focus on the cases or tickets that are still open and include measurements such as backlog, backlog ratio, average age and internal service level achievement. Service delivery metrics focus on the end of the support process, at the time or after the service has been delivered. These measurements include SLA (also called average days to close) and customer satisfaction. Today’sRead More →

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In: Improving Results

Just talking to our employees may be one of the most powerful levers to improving business performance. I have been involved in countless process and results improvement projects over the years and have noticed a specific trend. We often make the problems more complex than they need to be and, as a result, overlook one of most obvious solutions – simply discussing the problem with our team members. This is SO important because I have proof that a simple conversation between a leader and a team member happening just one time is enough to drive lasting improvement in results. Why? We often assume that theRead More →