16 Metrics of Healthy Customer Service-Oriented Businesses: Part Two

Inkling

Last week, we published a blog that highlighted five metrics that leaders in QSR operations should reference when evaluating their business operations and employee performance. We continue with the series this week to help empower business owners and managers to more accurately assess the success of their businesses. In today’s blog, we describe six metrics that can be used to evaluate the health of a business, specifically those in the hotel and hospitality segment.

16 Metrics of Healthy Customer Service-Oriented Businesses: Part One

Inkling

At Inkling, enabling operational excellence for enterprise companies is what we’re all about, and helping them deliver first-rate customer experiences is key. So when we came across Forbes’ blog post identifying five crucial customer-centric employee traits , we were intrigued. Duly inspired, we have compiled our own list of metrics that define a healthy customer service-oriented business.

16 Metrics of Healthy Customer Service-Oriented Businesses: Part Three

Inkling

Over the past two weeks, we have posted Part One and Part Two in the series that identify which key metrics you should track to assess operational and employee performance in the QSR and hospitality industries. Today, we’ll focus on the retail industry and conclude our series by reviewing six retail store metrics to evaluate a business’ health. Use this metric to track which categories do well. Use this metric to track upsell success for sales associates.

Top 10 Training Metrics

Your Training Edge

If you’re not sure where to start, these Top Ten Training Metrics can help. If you are a training manager or company stakeholder looking for ways to measure the effectiveness of your programs, these ten metrics are a great place to start. If training is heavily geared toward a sales or customer service force, an effective program will eventually increase sales numbers. Four: Customer service results.

4 Ways to Close the Learning-Doing Gap for Front-Line Managers [GUIDE]

FRONT-LINE MANAGERS 4FOREWORD We’re in business to help organizations. leader and business manager, they feel good about the quality. know the business impact of. OF FORTUNE 500 CEOS WANT TO KNOW THE BUSINESS IMPACT OF THEIR LEARNING. business today.

Is Your eLearning Training Successful? The Top 5 Metrics Your Business Must Track

KnowledgeAnywhere

Rolling out a virtual training program makes your company look more innovative and sensitive to the needs of your workforce, but those LMS benefits are short-lived if you don’t see tangible business results from it. As you start to evaluate if an LMS is worth the investment for your organization, it’s important to evaluate the right metrics that will help you gauge whether or not your learning management software is a success. 4- What Is Your Customer Service Satisfaction Level?

Cultivate a Culture of Customer Service

CLO Magazine

When FMC Technologies experienced rapid growth in a business sector, its customer service performance suffered. Quinn contacted Linkage, a global leadership development firm, to help the western region’s customer-facing employees become better strategic thinkers.

CEO Series: Customer Success – The Most Powerful Factor in Building a Sustainable Software Business

Mindflash

The most powerful force in software businesses is revenue retention. High revenue retention rates create extremely valuable businesses, given that in a business with 100% revenue retention, each new sale provides pure incremental growth. A company with a highly stable customer base and a strong sales engine offers reliable, predictable, and growing cash flows over time - the hallmark of a great business. customer service customer training SaaS

Why is Training Important?

Your Training Edge

” If you have been in any type of business for any length of time you have probably heard this old gem a thousands times. Sure enough, in that old-boys-club, good buddy era if you could name-drop a few important or familiar people; you got the business.

New MOOC Research: What the Findings Mean for Corporate Training

Your Training Edge

Measurement has also been a long-standing problem in corporate training, where too often training effectiveness has been measured by attitudes toward training or by time-on-task, rather than by metrics that reflect actual learning. Read more about the Top 10 Training Metrics.

What Gets Measured Gets Done.Revisited

The Peformance Improvement

An organization has to do something with those metrics in order to “get done” what needs to get done, i.e., organizational learning, performance improvement, and change. He writes : The thing is, I am a proud member of the “if you can’t measure it, you can’t manage it“ school of business.

Contact Center: You Get What You Measure

PDG

Most contact centers are awash in operational information and starving for strategic insights that drive a great customer experience. Start with your business imperatives. Begin with Customer Retention and Growth. Call Center Contact Center Customer Service Customer Experience

Score 52

What Do You Mean?

The Peformance Improvement

Dan Pallotta, president of Advertising for Humanity and HBR blogger, in a post titled “I Don't Understand What Anyone Is Saying Anymore”, writes about business jargon and how it affects communication in organizations.

Podcast Episode 8: The Business Benefits of xAPI – With Mike Rustici

Talented Learning

And what kind of real-world business benefits come from using xAPI? KEY TAKEAWAYS: For extended enterprise professionals, measuring the business impact of learning programs is essential. The xAPI data standard adds value to this process by making it possible to link all types of learning activities with business performance metrics. Starting small is a legitimate way to discover how xAPI can help you improve learning programs and related business results. .

xapi 43

Top 25 Training Topics for Small Business Employees

Pract.us

Customer care. Everyone in your company, from sales to sanitation should know about and practice good customer care. Good people management skills improve customer loyalty and decrease complaints. CEO Rupesh Patel shares 5 good customer service habits here.

10 Things Vendors Can Teach You About Building an Internal Learning Business

CLO Magazine

Understand industry dynamics: First and foremost, successful vendors fully understand how the industry goes to market, its drivers, the competitive landscape, and the past and recent trends impacting their business growth. Create a business plan and structure. Serve their customers.

How to Replace Top-Down Training with Collaborative Learning (4)

Jay Cross

My team talks about the trends that drive our business. ? We learn something from every interaction with a customer. ? As one pundit put it, “The ROI of social networking is being in business a few years from now.”. Learning would become everyone’s business.

Extended Enterprise Learning: Can You Get There From Here?

Talented Learning

Are you an HR or L&D professional trying to figure out how to expand your training programs to customers, channel partners or others outside of your organization’s walls? 3) A measurable business case that justifies this business investment.

Top Three Questions to Ask Before Setting up Your L&D Program

OpenSesame

For instance, Zappos has a strong inherent culture of providing excellent customer service; their mantra is even “Powered by Service.”. To meet this goal, all employees undergo an intense customer service training program that includes shadowing experienced customer service representatives and learning best practices. In order to achieve this goal, relevant teams should have customer service training and communication skills.

MTA: Why the Kirkpatrick Model Works for Us

CLO Magazine

The book provided a blueprint to build a chain of evidence so he could link the training team’s efforts to business results. Evaluating at only Levels 1 and 2 is not associated with higher on-the-job performance or business effectiveness.

Continuing Education Providers: What’s Your Recipe for LMS Success?

Talented Learning

It must also be tightly integrated with a full stack of robust, reliable, complementary technologies that facilitate end-to-end business operations — such as AMS, CRM, email marketing, advertising, ecommerce, social, accounting, analytics and customer service applications.

A Strong L&D Strategy is Based on Setting Goals and Measuring Success

Inkling

To make your L&D strategy the best that it can be, develop your content with specific goals in mind, and set metrics to measure progress toward those goals. Consider what your content strategy should look like in order to keep your reps well-informed, with easy access to sales enablement information that allows them to close deals and keep valued customers coming back. Increased customer satisfaction. Measure the metrics that you need. Business impact.

Useless vs. Useful Learning Data

Axonify

An Interview with Learning & Performance Consultant JD Dillon on metrics L&D should value to prove learning success in business. Here’s what JD had to say about learning metrics and how to tie learning to bottom-line business results.

Sales Analytics

Your Training Edge

In addition, you can use a combination of metrics to determine how to set goals – and how to coach salespeople in the meantime. Another ratio used as an analytic is new accounts to return customers.

Podcast Episode 4: Achieving Franchise Learning ROI – With Mark Anderson

Talented Learning

On a regular basis, I’m interviewing some of the most knowledgeable professionals in the field of extended enterprise learning – including vendor executives, consultants, customers and others. What else can franchises teach us about business-minded learning?

ROI 52

Five Ways to Buy an LMS You Will Hate!

Talented Learning

Some people even think customer dissatisfaction is the reason there are 700 LMS vendors. LMS customer satisfaction is actually more of a bell curve, ranging from extreme hate to true love. The customer?

RFP 83

How to Measure Your Customer Training ROI

LearnUpon

The return on investment that customer training can have for your business is substantial. When implemented, great customer training doesn’t just impact one area of your business. Today we’re sharing 6 powerful ways customer training can impact your business.

ROI 62

The Only Person Who Behaves Sensibly Is My Tailor

Performance Learning Productivity

Effective Metrics for Learning and Development I wonder what Shaw would think if he saw the way learning and development is predominantly measured in organisations today. Did global financial services companies carry out regulatory and compliance training prior to 2008?

Useless vs. Useful Learning Data

Axonify

An Interview with Learning & Performance Consultant JD Dillon on metrics L&D should value to prove learning success in business. Here’s what JD had to say about learning metrics and how to tie learning to bottom-line business results.

Thinking Beyond a Seat at the Table

CLO Magazine

It’s reserved for individuals in key functional roles that add business value. CLOs have earned a seat because more learning leaders are adding and measuring business value. Talent is important, and its importance is increasing in the global business environment.

CLO 58

A Year of “The Performance Improvement Blog” in Review

The Peformance Improvement

In an article for The Business Thinker , my colleague Jim Stilwell and I describe 13 ways in which leaders affect employee engagement. . . . It’s time to do a little year-end reflecting on my blog posts from 2012.

Designing a Learning Budget You Can Defend

CLO Magazine

And learning leaders must design budgets that deliver performance gains while being defensible and justifiable from a business standpoint. If the request involves an outside vendor firm, get ahead of the master services agreements approval process to avoid getting tripped up by red tape.

Don’t Frustrate Users With Gaps in Your Product Experience

General Assembly

Product teams risk losing customers when they lack insight into breakdowns across the user experience. Ever called customer service by phone to learn they have no record of the two detailed chats you had with online agents about your issue? versus the resolution metrics (e.g.,

How Fortune 1000 Company, Discover Financial Services, Innovates with eLearning

KZO Innovations

There is a fundamental shift taking place in the customer service industry as technology increasingly allows customers to self-service. And, successful brands like Discover Financial Services, a 2015 Fortune 1000 company, are working to prepare for the future with innovative training programs. Discover has been recognized for its flagship skills assessment program started in 2013 called Customer Service 2.0,

Useless vs. Useful Learning Data

Axonify

An Interview with Learning & Performance Consultant JD Dillon on metrics L&D should value to prove learning success in business. Here’s what JD had to say about learning metrics and how to tie learning to bottom-line business results. What are the top ten learning metrics you can pull from a typical LMS? Finally, we limit ourselves by separating “training data” from “business data.”

Will at Work Learning: Myths the Business Side Has About Learning: Result of Data Gathering

Work Learning

About Search This Blog Web Notable Books Sponsoring Ads (vT1) Tracker Sponsoring Ads (vG2) « Performance Support for High-Stress Situations | Main | Famous Measuring-Training Story from Neil Rackham » Friday, 23 January 2009 Myths the Business Side Has About Learning: Result of Data Gathering I've been gathering a list of Myths that the Business Side Has about Learning. We can't demonize the Business Side. It's easy to do customer service).

How To Get The Most From Your Employees

Your Training Edge

Production is at the center of all business. Sometimes it could be the structure of the business where, in some cases, it isn’t as uniformed as it should be. Knowing exactly how much you’re getting from your managerial staff and the employees working under is imperative.

Proving the Value of Employee Training Programs

ePath Learning

Although these can be great achievements for a training department, they don’t accurately represent business value. Business value is realized when your training program objectives can be tied to strategic business goals and business outcomes.

Learning The Language of Customer Education: A Pocket Guide

Talented Learning

We’re living in an increasingly customer-centered world. But what I don’t always get is how to distinguish one customer-centered business term from another. And where exactly does customer education fit in? Customer-focused strategies are in.