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Customer Experience For Dummies by Bob Kelleher, Roy Barnes

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Chapter 15

Measure Up: Measuring Performance

In This Chapter

arrow Identifying key objectives and strategizing to achieve them

arrow Developing the right metrics to determine how well you’re achieving your objectives

arrow Evaluating and acting on your customer data

arrow Building and reviewing a customer performance dashboard

arrow Sharing your customer performance metrics with the organization at large

Unless you can provide hard quantitative data, measurements, and facts about your customer experience, the leaders (and others) in your organization just won’t take your work seriously. That’s why you need to make sure that not only are you measuring the results of your customer service efforts, but that those measures are as noticeable as Donald Trump’s combover.

In this chapter, we look at how to identify the metrics you need to focus on to meet your objectives. You also find out how to create a customer performance dashboard — that is, a means for keeping track of all those key metrics.

Using the Balanced ...

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