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.

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.

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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.

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

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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.

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.

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.

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.

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.

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?

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.

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.

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?

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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.

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.

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.

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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.

What the Tech? Top L&D Technology Trends in 2016

ATD Learning Technologies

However, providing skin in the gamification will eventually be considered a part of doing business. For example, let’s say you create a training course to help improve customer service scores.

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.

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.

3 biggest flaws with the LMS and why it doesn’t make your employees better on-the-job performers

Axonify

But the reality is that corporate learning management systems remain slow, hard to use, and fall short when it comes to improving employee capability and on-the-job behaviours that impact business objectives. The LMS was built for higher education, not business.

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,

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.

The Learning Side of Sears

CLO Magazine

which includes the storied retailer Sears — working with business leaders to transform a company that many business analysts have said is skirting the edge of failure. Morris got her start at Sears as an apparel associate and worked and learned her way through the business.

CIOs, Here Are 3 Innovative Information Tools You Need to Watch

Inkling

Yet, as most business leaders can attest, facilitating an efficient flow of knowledge through different departments and teams is easier said than done. By deploying the best information tools and strategies for your company, you can facilitate a higher level of customer engagement, create a dynamic work environment, and exceed business goals. Analytics has been identified as a top investment priority and as the IT investment that will deliver the greatest business impact.

E-Learning 24/7 Superhero Reader Edition: LRS Pros/Cons, Course design – what works

eLearning 24-7

This section will contain the latest data on the Top 50 including Y2Y (year to year) percentage growth in sales, Y2Y for clients, their rating of the state of the industry today, customer service, 2015 total sales – via range and so much more.

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

Will at 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).

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.

Top Learning Trends for 2017 (according to the experts)

Axonify

Almost every profession is advancing faster than ever, and even employees in sales, service, and operational roles need regular updates on programs, processes, and core skills to stay productive and grow. The outstanding attributes of this service are efficiency and speed.

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Beyond Cost-Savings: Advantages of MOOCs for Corporate Training

Your Training Edge

Customization and Adaptive Learning. MOOCs are easily customized. The advantage of MOOCs is that they can provide massive amounts of data, which can help organizations understand how their employees learn and interact with the content so the businesses can improve their training programs. Standard training metrics, such as increased retention, increased sales, increased efficiency, and improved customer service, are independent of the training platform.

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Voya: We Can Always Do Better

CLO Magazine

The company now serves more than 13 million customers and has been named one of the World’s Most Ethical Companies by the Ethisphere Institute for three consecutive years, and been listed as a Best Place to Work by Pensions & Investments.

Kirkpatrick Revisited | Social Learning Blog

Dashe & Thomson

Then we need to identify specific metrics to demonstrate and deliver on those expectations. Kirkpatrick says new knowledge and skills don’t translate to actual business value unless they are transferred to new on-the-job behavior.

FEAR OF BRANDING – 10.1 Reasons to Move On

Wonderful Brain

So if your outfit claims it backs its products with outstanding customer service, any encounter that is less than 110% remarkable means the customer has lost faith in the product and all your branding goes out the window. Remember that branding carries the emotional promise of taking care of the customer at all stages of the life cycle of the product. An interesting business challenge arises when an existing company desires to change its brand.

3 biggest flaws with the LMS and why it doesn’t make your employees better on-the-job performers

Axonify

But the reality is that corporate learning management systems remain slow, hard to use, and fall short when it comes to improving employee capability and on-the-job behaviours that impact business objectives. But we know that modern employees are busy, distracted and struggle to fit learning into their workflow. Flaw #2: The LMS doesn’t measure the things that business leaders find valuable.