Essentially every job in our economy has changed overnight. Each of our situations is different. But from talking with clients and extrapolating from current state, here are some common themes.
Measures
Dashboards: Save Red, Yellow, and Green for Traffic Lights
We were at an industry conference a couple of weeks ago where we saw a lot of dashboards. Dashboards were in every presentation. Every vendor demo featured at least one. […]
Customer Effort Score (CES): The One Best Question for Transactional Surveys
We recommend replacing your CSAT question with a Customer Effort Score (CES) question. Unlike CSAT, CES measures things that are largely in your control.
How to Measure Social Media for Support
It’s great that we can communicate through social. But it raises a question: how do we measure the effectiveness of social media for support?
Lowering the Cost of Failure
Yesterday, as I was driving near DB Kay & Associates “World Headquarters” in Santa Cruz, I noticed a home-painted smart car. I wasn’t quick enough with my camera to take […]
Feedback: Style Matters! Allscripts Does It Right
Reports are boring. Can we all agree on this? Sure, reports may contain interesting information. But there’s something deeply stultifying about the actual presentation of the data in commercial reporting […]
What Do We Do About All Of These Myths?
Goodness me, listen to me go on about these metric myths. If you’ve made it this far, you can be forgiven for asking, “That’s all fine, but what do I […]
Metrics Myth 11: Any Initiative for Which You Can’t Define Clear Outcomes Isn’t Worth Doing
This is another inference from “you get what you measure.” If you don’t know how to measure an initiative, you don’t know what you’re trying to achieve. And if you […]
Metrics Myth 10: Contact Deflection = Clickthroughs Times the X-Factor
Industry surveys ask. Colleagues ask. IT asks. Executives ask, incessantly. “What’s your contact deflection rate?” Let’s leave aside for the moment that contact deflection isn’t the primary reason to expose […]
Metrics Myth Nine: NPS is Whatever I Say It Is
I’ll just say it right now: I love the Net Promoter Score. It may not be perfect, but in my experience, it’s the most powerful tool that Service and Support […]
