28: You Can't Improve Your Customer Service Until You Know Your Numbers

In this episode, I talk about Key Performance Indicators (KPIs) and how you can use them to grow sales and accountability.

You must know your Customer Satisfaction and Net Promoter Scores - and share them widely Analyzing verbatim comments is the purest voice of the customer you can get Attach KPIs to performance planning and annual evaluations to ensure leaders focus on those results Include employee engagement scores as a leading indicator of customer experience

 

It's time for the great service comeback!

 

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

 

Tony Johnson Customer Service Expert | Author | Trainer | Speaker

 

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