focused KPI's are the future Customer 02 CULTIVATE Customer - PDF document

CULTIVATE Customer Experience by Design 01 focused KPI's are the future Customer

02 CULTIVATE Customer Experience by Design What is a KPI and why do we care? Key performance indicators gives us an understanding of how our business truly operates. They measure our success . They measure our failures . They can reflect our business as a whole , or focus on specific departmental areas KPI's are key to driving business success

03 But what if they CULTIVATE Customer Experience by Design are driving you in the wrong direction?

04 TOXIC KPI's There's a contradiction between actual CULTIVATE Customer Experience by Design performance and the numbers You mindlessly chase 'numbers' They stop being indicators and become targets They don't inform decision making They are imbalanced

CULTIVATE Customer Experience by Design Poll time!

05 So how can we CULTIVATE Customer Experience by Design avoid toxic KPI's 1. The Balanced Scorecard approach 2. Think 'Customer'

The Balanced 06 Scorecard CULTIVATE Customer Experience by Design Financial Customer Learning Internal & business growth process

07 CSAT CULTIVATE Customer Experience by Design Cost per contact NPS Revenue per successful call Retention rate Financial Customer Customer acquisition Call per customer Cost per complaint No# short calls % of abandoned calls SLA (No# calls answered in Attrition rates Learning , Internal 20 seconds) Employee NPS growth & business Average call handle time Hours spent on training capacity process Average wrap up time Internal talent progression First call resolution

08 The more your company’s CULTIVATE Customer Experience by Design attention is focused on outcomes important to your customers , the better your Customer company will likely perform on outcomes important to the business (KPIs).

09 The 'magical' widespread positive impact of customer KPI's Org goals Customer outcomes Customer KPI's Take note! CULTIVATE Customer Experience by Design retained customers High CSAT / CES Happy, satisfied, Average call answer time Call answered promptly High retention rates = Increased CLV Customer agent rating/ QA Friendly agent 'friendliness' measure High eNPS (Happier Share personal/account date employees make happier Effective omin Chanel/multi once customers and turnover agent experience reductions) Feel listened to QA agent listening measure High QA scores = Skilled Ease agents = overall efficiency CES Solution provided Less likely to call back / First call resolution Overall reduced customer contact time

10 A simple guide to KPI's that will drive the success you want CULTIVATE Customer Experience by Design Organisational goals Customer BALANCED SCORECARD Efficiency Internal Learning Financial Collaborate Review. Develop. Adapt. Grow

11 Your 'must have' customer KPI's CULTIVATE Customer Experience by Design FTR CES Channel hopping CSAT

The more your company’s 12 attention is focused on outcomes important to your customers, the better your company will likely CULTIVATE Customer Experience by Design perform on outcomes important to the business (KPIs).

13 CULTIVATE Customer Experience by Design Katie@cultivatecustomerexperience.com www.linkedin.com/in/katie-stabler-ccxp/ www.cultivatecustomerexperience.com www.instagram.com/customerexperience_provocateur/ 07957285589 https://twitter.com/custome60522751

G N I N 14 I A EXPERIENCE RECOVERY R T The strategic secret weapon to your operational success CULTIVATE Customer Experience by Design LUNCH TIME VIRTUAL WORKSHOP! Wednesday 7th October, 12-1.30pm Book here: http://tiny.cc/mdhxsz Bring the team!