ClearAction

8 Customer Experience Metric Silos Mask Momentum

" Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s why customer experience metric silos mask momentum as either an understatement or an [...]

  • Metrics for Customer Experience Management

    " Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded. The gravity of upside and downside to customer experience [...]

  • Employee Engagement in Balanced Scorecards

    " Key performance indicators are important gages of progress in customer experience management or any other endeavor. Balanced scorecards encourage 360-degree views of progress for a corporation or initiative. The scorecard typically covers several categories, for example: customer, financial, productivity, and competitive metrics. By linking these categories in a single view, managers may see linkages between [...]

  • Measure Customer Value the Customer's Way

    " Customers automatically use 50 or more metrics for any customer experience, according to author Anthony Ulwick, in his book What Customers Want. We may be re-inventing the wheel as we strive to come up with customer metrics that spell success. Looking at things from the customer viewpoint we've got to admit that customers really do know what outcomes they [...]

  • 4 Tips for Keeping Goals & Initiatives on Track: Part 2

    " To build momentum in reaching goals, best intentions need to be bolstered with 4 basic principles that apply to any resolution, initiative, program, dashboard, or incentive: 1. Connected — make sure you’re focusing on things with strong connections to overall objectives. 2. Actionable — select strongly connected success measures that allow you to control outcomes. [...]

  • Accelerate Customer Experience Improvement via Recognition 2.0

    " 2-way conversations are now the norm! Social media, reality TV show voting, and smart phones make high interaction and accessibility (also known as Web 2.0) a way of life. This is a trend that’s here to stay. And business processes that invite interaction at all employee levels are also proving more effective. So I’m wondering [...]

  • 4 Tips for Keeping Goals & Initiatives on Track: Part 1

    " Goals are essential for taking your personal life and business prosperity to higher levels of performance, satisfaction and success. All too often, best intentions can get derailed over time. Here are 4 basic principles that apply to any resolution, initiative, program, dashboard, or MBO (management by objectives; incentives or stretch goals): 1. Connected — make [...]

  • Metrics for Customer Experience Management

    " Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded. The gravity of upside and downside to customer experience [...]

  • Accelerate Customer Experience Improvement via Recognition 2.0

    " 2-way conversations are now the norm! Social media, reality TV show voting, and smart phones make high interaction and accessibility (also known as Web 2.0) a way of life. This is a trend that’s here to stay. And business processes that invite interaction at all employee levels are also proving more effective. So I’m wondering [...]

  • 4 Tips for Keeping Goals & Initiatives on Track: Part 2

    " To build momentum in reaching goals, best intentions need to be bolstered with 4 basic principles that apply to any resolution, initiative, program, dashboard, or incentive: 1. Connected — make sure you’re focusing on things with strong connections to overall objectives. 2. Actionable — select strongly connected success measures that allow you to control outcomes. [...]

  • Measure Customer Value the Customer's Way

    " Customers automatically use 50 or more metrics for any customer experience, according to author Anthony Ulwick, in his book What Customers Want. We may be re-inventing the wheel as we strive to come up with customer metrics that spell success. Looking at things from the customer viewpoint we've got to admit that customers really do know what outcomes they [...]

  • Employee Engagement in Balanced Scorecards

    " Key performance indicators are important gages of progress in customer experience management or any other endeavor. Balanced scorecards encourage 360-degree views of progress for a corporation or initiative. The scorecard typically covers several categories, for example: customer, financial, productivity, and competitive metrics. By linking these categories in a single view, managers may see linkages between [...]

  • 4 Tips for Keeping Goals & Initiatives on Track: Part 1

    " Goals are essential for taking your personal life and business prosperity to higher levels of performance, satisfaction and success. All too often, best intentions can get derailed over time. Here are 4 basic principles that apply to any resolution, initiative, program, dashboard, or MBO (management by objectives; incentives or stretch goals): 1. Connected — make [...]

  • Performance Management Tools Increase ROI

    " Return on investment (ROI) is now top-of-mind for individuals and businesses alike. A new handbook explains how to focus on the best key performance indicators (KPI) for any type of performance management. Sunnyvale, CA (PRWEB) December 11, 2008 — Return on investment (ROI), whether financial or non-monetary, is now top-of-mind for individuals and businesses alike. [...]