Category Archives: KPI

Side Note: Stuff going through my head

Posted on August 27, 2010 by Tabitha

I’m starting a new element on my blog that I think I am going to call Side Note.  Here’s where I am at with this – I love what I do and as a key part of that, I really like engaging with others in the field (picking your brain is lots of fun for me) and the chance to share my learnings and mistakes along the journey of customer experience is part of the that fun.  But (you knew that was coming, right?) there is a person in The Corporate Woman and I think there’s stuff I’d like to share on that front on occasion as we go.  You let me know if it gets too tangled or your not interested.  I can always split the path.  Read more...
(421 words, estimated 1:41 mins reading time)

Posted in Authenticity, Balance, Change, Excercise, Goals, Health, KPI, Self-Clarity, Spirit, Wholeness | Tagged , , , , , , | 2 Comments

Part 1 – Metrics: Customer Satisfaction and/or Customer Loyalty

Posted on August 24, 2010 by Tabitha

I thought I would begin this discussion with the same place most people start thinking about a customer experience based program – what do I measure?  Some version of this question is the most frequent one that I get from people and companies starting out on their journey.  And I’d like to offer a straight forward, easy answer but really the answer is… it depends.   Read more...
(367 words, estimated 1:28 mins reading time)

Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Loyalty, Metrics | Tagged , , , , , | Leave a comment

The core of a customer experience program

Posted on July 29, 2010 by Tabitha

With so many customer experience programs beginning, many people are asking, “Where do I start?”  It’s a question that I have heard often enough that I thought I might do a blog series on what you want to focus on in the first year of your customer experience program.  And it might be interesting for those of you who are already well under way in your program.   Read more...
(114 words, estimated 27 secs reading time)

Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Leadership, Listening, Loyalty, Retention | Tagged , , , , , | 2 Comments

Customer based executive compensation

Posted on May 25, 2010 by Tabitha

Before you say anything, I recognize I’ve been somewhat absent.  My fault completely, no excuses, just an attempt to do better and be more present.  To kick things off – I was fortunate to be at the Engage Summit http://engagesummit.com/ last week (as a speaker no less).  It was quite interesting, some fascinating speakers and topics, lots of good grist for blogging as well, so you should see me back here more often as a result.  Read more...
(292 words, estimated 1:10 mins reading time)

Posted in Customers, Executive compensation, KPI, Metrics | Tagged , , | 2 Comments