My Twitter Feed- TabithaDunn: @MKCallConsult Awwwww... thank you for the #ff! January 27, 2012
- TabithaDunn: @Turntablez We will - we are going to just chill at home (games, movies, family time) the best January 27, 2012
- TabithaDunn: @Turntablez Thank you for the kind #ff. I hope your week was a good one :) January 27, 2012
- TabithaDunn: I'm so happy it's #ff @MKCallConsult @maldyj @jeanniecw @Turntablez @bobehayes @Natasha_D_G @KateNasser Have a great weekend, all of you :) January 27, 2012
- TabithaDunn: @Turntablez I hope you have a good weekend as well - no more packing :) January 20, 2012
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Category Archives: KPI
Customer focused dashboards
I’ve been hearing a lot of questions about metrics and dashboards these days, especially the desire to have them be customer focused or customer centric. One of the things I have been working on is how to build a more customer focused dashboard.
Posted in Customer Experience, KPI, Loyalty, Metrics, Retention
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Metrics Part 2 – Customer Retention
I was at a conference earlier this year when the discussion came up around improving customer churn and a couple of points I am always curious about came up – (1) Why do you measure customer churn? and (2) Who does the measuring and analyzing of that metric in your organization?
Posted in Customer Experience, Customers, KPI, Metrics, Retention
Tagged attrition, churn, customer attriction, customer churn, customer rention, measures, Metrics
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Side Note: Stuff going through my head
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.
Posted in Authenticity, Balance, Change, Excercise, Goals, Health, KPI, Self-Clarity, Spirit, Wholeness
Tagged Change, Clarity, Health, Journey, Progress, Scale, Weight Loss
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Part 1 – Metrics: Customer Satisfaction and/or Customer Loyalty
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.
Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Loyalty, Metrics
Tagged Change, Customer Experience, customer loyalty, customer satisfaction, Metrics, Program design
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The core of a customer experience program
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.
Customer based executive compensation
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.
Posted in Customers, Executive compensation, KPI, Metrics
Tagged executive incentives, KPI, NPS
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