Companies have long known that service quality is important to customer loyalty and that a single service interaction can have a lasting impression. More recently, organizations across industries have attempted to redefine the "metrics that matter most" in driving positive customer experiences including survey-based metrics such as Net Promoter Score (NPS). Since these metrics typically are built into the care strategy, as well as executive-level compensation plans, the criticality of using the correct metric is heightened. So which metric is best at driving frontline agent behaviors?
Convergys research shows that in today's cross-channel service environment, customer effort - defined as how hard customers must work to purchase, understand and use a product or service - is the single best indicator of service quality and its impact on customer loyalty. Effort is effective at capturing both within - contact and enterprise-level insights.
Watch Convergys' John Georgesen, Ph.D., Senior Director, Customer Experience Applied Analytics practice to discover:
Date Aired: Thursday, October 6, 2011
Speaker: John Georgesen, Ph.D., Convergys Senior Director, Customer Experience Applied Analytics
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John Georgesen, Ph.D., Convergys Senior Director, Customer Experience Applied Analytics
John leads a team of Ph.D. and M.A. accredited statisticians and data management professionals in providing statistical services, including marketing science, data mining and predictive modeling, and support for customer management programs. Additionally he has responsibility for developing and furthering analytic methodologies to support emerging needs in customer experience management. John has published research in a variety of professional journals and is an active conference speaker and writer. John received his M.A. in Experimental Psychology from Wake Forest University and his Ph.D. in Social Psychology at the University of Kentucky.