Customer Experience
Companies continue to focus on improving customer experience with the goal of increasing customer loyalty and lifetime value. Unfortunately for many operations, customer experience is as hard to define and measure as it is to improve, and operational impediments interfere with real progress.
Key Challenges
In large, customer-focused enterprises, organizations face several critical challenges to improving customer experience:
- Difficulty balancing customer experience with other mission-critical goals
- Poorly trained and under-motivated employees interacting with customers
- Inconsistent management response to customer experience challenges
- Different definitions for customer experience within the same organization
- Difficulty aggregating customer experience data across different groups and data sources.
- Limited agent and supervisor visibility into customer experience metrics
- Hard to define customer experience both qualitatively and quantitatively
Overcoming these Customer Experience Challenges with
Performance Management
Sales and Service Performance Management delivers the tools to enable organizations to overcome their customer experience challenges:
- One version of the truth for customer experience
- Ability to balance customer experience with other operational objectives
- Organizational alignment through timely frontline access to customer experience data
- Better incentives aligning sales representatives with strategic objectives
- Coaching tools to execute on customer experience improvement plans
- Dashboard views into supervisor performance to identify and reward coaching excellence
Case Study
Company: Leading Insurance Provider
Objective: Improve customer experience within service contact centers
Solution: Leverage Merced Performance Suite to:
- Provide timely reporting to front line call center agents
- Automate coaching best practices
Results: Improvement in key customer experience metrics
- 7.2% Increase in Customers Reporting Service Level "Exceeds" Expectations
- 5.4% Decrease in Customers Reporting Service Level "Does Not Meet" Expectations
- 63% Increase in "Perfect 10" Customer Experience
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