Customerfocused KPI'sare the future

CULTIVATE Customer Experience by Design

01

What is a KPI and why do we care?Key performance indicators gives us an understanding of how our business truly operates.

They measure our success. They measure our failures.

They can reflect our business as a whole, or focus on specific departmental areas

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KPI's are key to driving business success

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04TOXIC KPI's

There's a contradiction between actualperformance and the numbers

You mindlessly chase 'numbers'

They stop being indicators andbecome targets

They don't inform decision making

They are imbalanced

CULTIVATE Customer Experience by Design

Poll time!

CULTIVATE Customer Experience by Design

05So how can we

avoid toxic KPI's1. The Balanced Scorecard approach

2. Think 'Customer'

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The BalancedScorecard 06

CustomerFinancial

Learning &

growth

Internal business process

CULTIVATE Customer Experience by Design

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CustomerFinancial

Learning , growth &capacity

Internal business process

% of abandoned callsSLA (No# calls answered in20 seconds)Average call handle timeAverage wrap up timeFirst call resolution

CSATNPSRetention rateCall per customerNo# short calls

Cost per contactRevenue per successful callCustomer acquisitionCost per complaint

Attrition ratesEmployee NPSHours spent on trainingInternal talent progression

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Customer

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attention is focused onoutcomes important to yourcustomers, the better yourcompany will likely performon outcomes important to

the business (KPIs).

Average call answer time

Customer agent rating/ QA'friendliness' measure

Effective omin Chanel/multiagent experience

QA agent listening measure

CES

First call resolution

09Customer outcomesOrg goals Customer KPI's Take note!

Call answered promptly

Friendly agent

Share personal/account dateonce

Feel listened to

Ease

Solution providedHap

py, s

atis

fied,

reta

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ers High CSAT / CES

High retention rates =Increased CLV

High eNPS (Happieremployees make happiercustomers and turnover

reductions)

High QA scores = Skilledagents = overall efficiency

Less likely to call back /Overall reduced customer

contact time

The 'magical' widespread positiveimpact of customer KPI's

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A simple guide to KPI's that will drivethe success you want

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Organisational goals

Customer

Internal Learning Financial

Collaborate

Review. Develop. Adapt. Grow

BALANCED SCORECARD

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Your 'must have'customer KPI's

FTR

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CES Channel hopping CSAT

12CULTIVATE Custom

er Experience by DesignThe more your company’sattention is focused on outcomesimportant to your customers, thebetter your company will likelyperform on outcomes important tothe business (KPIs).

www.linkedin.com/in/katie-stabler-ccxp/

www.instagram.com/customerexperience_provocateur/

https://twitter.com/custome60522751

13CULTIVATE Custom

er Experience by Design

Katie@cultivatecustomerexperience.com

www.cultivatecustomerexperience.com

07957285589

LUNCH TIME VIRTUAL WORKSHOP!Wednesday 7th October, 12-1.30pm

Book here: http://tiny.cc/mdhxszBring the team!

14CULTIVATE Custom

er Experience by Design

EXPERIENCE RECOVERYThe strategic secret weapon to your

operational success

TRAININ

G