PODCAST
Customer Service Metrics: Rip up What You Think You Know
Feb 20, 2023 | 16m
Are your customer service metrics stuck in the 80s? In this podcast, Brett shares his insights on why traditional customer service metrics may not be enough in today's rapidly changing world. He shares the first steps to get started and how to align customer service metrics with your company's objectives and your customers' needs. Challenge your current approach to customer service metrics and gain a fresh perspective on what truly matters in providing a great customer experience!
Gain Actionable Insights Into:
- Determining the outcomes you're looking to achieve for the company and the customer, and choosing KPIs to drive those goals
- Tailoring metrics from the organizational to individual level to ensure customer service is aligned with the company objectives
- Understanding what truly matters to your customers and making sure your organizational metrics are tied to their motivations
Hosted by Pippa Woodhead
Thinkfluencers
Brett Frazer
Principal Customer Engagement and Experience Consultant | Former VP, Customer Service
Arise Virtual Solutions | Sunbasket