Post by account_disabled on Mar 7, 2024 3:45:21 GMT
How do we improve metrics?” and not with "How do we improve the experience?" Focusing on what is needed to move the metric can be detrimental and lead to inappropriate behaviors, gaming, and other undesirables that derail the purpose of listening to customers. And it does nothing to improve the experience, either for the customer or for the employees. When you focus on metrics, you do things differently and differently than when you focus on improving the experience. A metric is just that, a metric, a way to measure your progress. And while it's good to measure your performance, the movement of the metric is a result down the line; The first area of focus should be: What is happening with the customer experience and how do we improve it? If you make metrics the end point, you will fail the journey. So here's how you should use satisfaction metrics: to improve the experience – continually! Focus on experience and the numbers will come.
Act on feedback to improve the experience The satisfaction metrics you're tracking come with a lot of other data. (They do, right? You're not just asking a question, are you?) Here are five steps to move from data to insights to action. Analyze the data. Analysis takes many forms because there will be many different types of data Buy Bulk SMS Service to make sense of. You'll need a way to cross-reference, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review and prioritize inputs from social media and influencers. You will conduct linkage analysis to relate customer and employee data, customer feedback to operational metrics, and all data to financial measures. And you will need to carry out a root cause analysis to understand why this is happening.
Synthesize the analysis. Once data has been broken down and analyzed, it is most useful to the recipient when it has been transformed into insights. Put all the pieces of analysis together to tell a story, to put it in context for those who need to act on it, a story that can be easily understood and translated into a better customer experience. Socialize the information. That knowledge and its corresponding stories must be shared throughout the organization and in a way that people know what to do with it. The resulting insights and recommendations need to get into the hands of the right people who will do something with them. Develop a strategy. The right people who will do something with the knowledge must define the strategy or action plan. This involves both tactical measures (how each customer will be responded to) and strategic measures (how the company will respond, including operational, product and process changes).