Wim Rampen's Blog
Performance Metrics
We Don’t Need An NPS-[fill in the blanks]
You have probably heard this before: “People in [fill in any country name] do not rate your service with a 9 or higher. That’s not our culture”. Do you buy into this ‘culture’-effect? I don’t, and here’s why: Continue reading
Sorry NPS, I’m not buying (it)..
I know a lot has been said about Net Promoter Score (NPS), and I’m not in this world to judge anyone who’s working with it, or developing it into a Net Promoter System. I do like to share my experiences with it though. Unfortunately the Net Promoter Score is not working for me right now. And here’s why: Continue reading
Measuring Customer Performance – The Value Co-Creation Way
I found a new Dutch initiative to measure a Company’s Customer Performance: The Dutch Customer Performance Index (DCPI) (Dutch only) – a new objective and validated index for measurement of Customer performance – . I thought it worthwhile sharing with you. The Dutch Customer Performance Index is an initiative of the Customer Insights Center of … Continue reading
Are your service metrics aligned with Customer needs?
After some posts on Social CRM I feel it is time to write about one of my favorite topics. I wrote about metrics in the Customer world before. Most of them can be considered “rants” against current measurement practice in Call Center / Customer Services today. Desired Outcomes Metrics – A design thinking approach – … Continue reading
Metrics – to fool or be fooled – that’s the question!
KPI’s should be about understanding what you need to improve to be better at meeting your Customer’s needs and desires. Designing a measurement framework, the metrics that go with that, and the cross-functional dashboards to ensure cross-silo understanding how improvement in one area effects another, should not be regarded lightly. At the same time putting … Continue reading
NPS & The Customer Experience
Some months ago I wrote about how The Killer Customer Services or Loyalty Metric does not exist. In that post I provided an example of my own experience that it is not the metric that will improve the performance of the company, but how it is applied and how it is fully embraced in the … Continue reading
