Most service and support executives I know want to know the answer to this question:
Is my organization fulfilling my customers’ needs better than it has before?
That’s a particularly hard question to answer in services and support. Team members constantly face a steady stream of new cases – we get one customer to their goal just to see the next one appear, needing help from the beginning.
The group of industry leaders discussing the new metrics framework for customer support met for the third time on Friday, January 15, to drill down into two of the six high-level metrics: Financial Health and Value. Given the intense focus on these two dimensions by support leaders, we would have assumed that there would be quite a few known and recommended metrics that came out from this discussion. This wasn’t the case, but the discussion identified a wide variety of options and raised several interesting key points:
In our benchmark report last year, we found that 57% of companies said that they were successfully able to integrate knowledge sharing into their support organization’s strategic approach. It sure looks like most organizations have embraced knowledge-sharing practices (like Knowledge-Centered Support or Communities of Practice).
The group of industry leaders discussing the new metrics framework for customer support met for the second time on Friday, January 8, to drill down into two of the six high-level metrics: Customer Engagement and Employee Engagement.
Customer Engagement. Phil Verghis, Klever co-founder and CEO, began the meeting by presenting proposed metrics for the Customer Engagement KPI, with Customer Composite score as the Executive level metric. This could include a relationship component (NPS, Customer Loyalty etc.) and a transactional component (Customer Satisfaction score).
The relationship between measures in services and support organization is very important. Often, we don’t understand the interconnections and drive improvement in one measure, causing another to completely tank (for more info on this challenge, take a look at my blog post The Dangers of Metrics Blinders).
Probably one of the best documented relationships between individual service and support measures is between knowledge sharing and customer satisfaction (and customer experience, these days). Our entire industry relies on the well-proven notion that a large part of the service and support experience is about delivering knowledge we have to our customers in a timely, easy-to-consume way. Knowledge-Centered Support (KCS) provides an excellent roadmap for companies that need to make knowledge sharing part of their service and support DNA.
New Year’s resolutions are a tricky subject. I’m a big believer in them, for one specific reason. They force me to get out of the day-to-day cycles of my life and take a step back. Most of my life looks like a continuous cycle with little time to reflect after pushing through this quarter’s goals. The last two years, I’ve set (and achieved) significant goals that I set as resolutions. What I have learned is that there are two different kind of resolutions – by addition (like exercising 30 minutes a day) or by subtraction (like cutting out chocolate desserts). I have (and am) doing both.