Customer | How to Develop Customer Centric Metrics
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Customer | How to Develop Customer Centric Metrics

To inspire good customer service behaviour, we must be able to measure customer experiences meaningfully.
3.1 (14 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
52 students enrolled
Created by Learoy Tonight
Last updated 3/2016
English
Current price: $10 Original price: $30 Discount: 67% off
1 day left at this price!
30-Day Money-Back Guarantee
Includes:
  • 22 mins on-demand video
  • 5 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What Will I Learn?
Define factors to select key metrics
Understand common metrics that can be used to assess service
Measure customer experience meaningfully
Assess customer experience and plan for improvement
Integrate customer experience metrics into staff KPI’s
View Curriculum
Requirements
  • A keen readiness to learn and put it into practice
  • Access to a computer, tablet or iPad
  • Headphones or speakers to listen to videos
Description

There is no question about the impact great customer service has on an organisation. How to develop customer metrics will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour.

‘But I’ve told my people how important good customer service is, and they’re still not providing it!’ Have a look at how you’re measuring your people. To inspire good customer service behaviour, we must be able to measure customer experiences meaningfully. This course will give you the tools needed to choose effective customer metrics, measure appropriately and integrate them into staff KPI’s – to drive the behaviours you want.

Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you’re trying to create.

Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We’re excited about education and want to give you the opportunity to be the best you can be.

Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to develop good customer metrics. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations.

This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey.

What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.
Who is the target audience?
  • Anyone looking to improve the experience of their customers
  • Anyone with an interest in driving a strong customer focus within their organisation
  • Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to
  • Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation
  • Anyone from a small, medium or large organisation
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Curriculum For This Course
Expand All 11 Lectures Collapse All 11 Lectures 33:08
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Welcome to How to Develop Customer Centric Metrics
1 Lecture 00:43
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Customer Metrics
7 Lectures 15:42

Metrics are all about tracking performance. Developing customer centric metrics, means focusing your attention on the things that really matter to them. In here we’ll explore some considerations you might want to take on, before selecting your metrics.

Preview 05:38

Let’s take a look at some common customer metrics that can be effective in measuring the experience you’re providing to your customer.

Preview 06:40

Creating meaningful customer metrics is about asking the right questions, so you figure out more about your customers than just their buying habits.

References and Further Reading - Hasan, S n.d, ‘Selecting the Right Customer Experience Metrics’ customerexperiencemagazine.co.uk, viewed 25 May 2015 (see external resources)

Customer Service Metrics
03:24

Finding the right mix of metrics can be difficult, here are some common, well-established metrics.

Some Common CEM Metrics
4 pages

Check out this TED Talk on applying metrics via the link under external resources.

Explore More
1 page

Take a look at external resources to see Tony Heish, CEO of of Zappos, explaining how Net Promoter Score for zappos.com is not just a metric, but an outcome of management action.

How Zappos uses Net Promoter Scores
1 page

Check out external resources to take a look at the full article about how Amazon makes a real difference for their customer with a focus on metrics.

Amazon’s Metrics Obsession
1 page
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Customer Journey
1 Lecture 04:58

Let’s take a look at a simple tool you can use to help you to assess the effectiveness of your customer journey.

Assessing Your Customer Journey
04:58
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What's Your Game Plan?
1 Lecture 00:00

Using the information throughout this course, take a look at these scenarios and think about what metric (or metrics) you would apply.

What’s Your Game Plan?
4 pages
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Congratulations! You now know how to Develop Customer Centric Metrics
1 Lecture 00:45

Where to from here?

How to Develop Customer Centric Metrics
00:45
About the Instructor
Learoy Tonight
4.3 Average rating
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13,085 Students
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Learoy Tonight is essentially bite size learning, it's all about learning that little bit now and implementing those new skills and knowledge in the workplace tomorrow.

Learoy isn't your typical education company. It's a forward-thinking, digital business that's leading the way. We've done the research and we're driving results through education. You'll see.