Recently I heard Aimee Lucas of Crowe Horwath (public accountants: http://www.crowehorwath.com/) speak about the right kinds of metrics and measures they use to measure their operations and the customer experience (including voice of the customer).
I really liked their 3 prong approach to measurement:
- Metrics about the company (examples: employee retention, operational metrics, etc)
- Metrics about the employees (example: how many are mentioned in client surveys for providing “above and beyond” service; and metrics/feedback from employee opinion surveys)
- Metrics about the clients/ customers (examples: retention rates, business growth, engagement levels, NPS, number of customers lost and gained, etc)
I like this because it makes sure they are taking into account all the factors that lead to customer engagement. They measure not just happy customers, but the “upstream” of well-performing engaged employees and a company that supports the success of everyone.
I encourage you to think about how these 3 categories can apply to your business and what metrics you watch on a regular basis.
