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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.
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|Section 1: Welcome to How to Develop Customer Centric Metrics|
What's it All About?
|Section 2: Customer Metrics|
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.
Let’s take a look at some common customer metrics that can be effective in measuring the experience you’re providing to your customer.
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)
|Lecture 5||4 pages|
Finding the right mix of metrics can be difficult, here are some common, well-established metrics.
|Lecture 6||1 page|
Check out this TED Talk on applying metrics via the link under external resources.
|Lecture 7||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.
|Lecture 8||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.
|Section 3: Customer Journey|
Let’s take a look at a simple tool you can use to help you to assess the effectiveness of your customer journey.
|Section 4: What's Your Game Plan?|
|Lecture 10||4 pages|
Using the information throughout this course, take a look at these scenarios and think about what metric (or metrics) you would apply.
|Section 5: Congratulations! You now know how to Develop Customer Centric Metrics|
Where to from here?
Learoy believes that an investment in education is an investment in your future business. Learoy has a driving passion for outcomes, business return and creating engaging learning experiences.
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.