Category Archives: Metrics

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. 

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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?

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Part 1 cont. – Brand, product or service

When I am designing the key metric question (customer satisfaction or loyalty), I take a look at what I want to improve first.  These questions can be asked at multiple levels – each will mean something different to my customers and each will give me different information to drive improvements.

Brand – Product – Service

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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. 

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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.

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Measuring customer retention or you get what you measure

Most companies measure the number of customers who leave them in some form or fashion.  Most call it churn.  This is not a bad thing, not as such.  But think of it like this, if you get what you measure, why do you want to measure the number of customers leaving?  Wouldn’t you prefer a measure that tells you about the number of customers you’re keeping?  Can you see how the focus shifts?  How the goals are different?  I like keeping the attention on how to keep your customers.  I like seeing how well we do at that and studying and listening about how to do it even better. 

Posted in Customer Experience, Customers, Goals, Metrics, Retention | Tagged , , , | 6 Comments