In This Chapter
Identifying key objectives and strategizing to achieve them
Developing the right metrics to determine how well you’re achieving your objectives
Evaluating and acting on your customer data
Building and reviewing a customer performance dashboard
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.