Voice of the Customer: what metrics matter – an update

I’ve recently been thinking a lot about what a fully fledged, effective Voice of the Customer infrastructure should look like.  In previous posts, I’ve highlighted the importance of having a Voice of the Customer (VoC) within any customer or client facing business (let me know if you’d like links), but in essence, my top 5… Continue reading Voice of the Customer: what metrics matter – an update

Do your SLAs & KPIs drive desired customer outcomes?

In another “back to basics” post, I’ve recently been doing some work on building a reporting dashboard for one of my clients.  The challenge they faced was that whilst they are data-rich, the ability to achieve their business goals was being clouded by the amount of data available.  The solution to this was to create… Continue reading Do your SLAs & KPIs drive desired customer outcomes?