As an Operations Manager, ‘quality’ might as well be your middle name. You spend your days working to increase the caliber of your brand’s presence, offerings and customer experience. But measuring quality can be subjective, and a bit abstract. So, is there a way to conduct a performance assessment on something like this? The answer is: kind of.
As CEO, you have your hands on every single part of your company. Operations, sales, marketing, finances, HR -- all of these departments ultimately bubble up to you. This can be hard to manage, but you get to take all the strategic insight you gather from each of these teams and then guide your business on the best strategic path to ensure enterprise wide business objectives align and roll down as appropriate to departmental goals, expectations, and ultimately performance .
If you’re like most CEOs, you take a look at the high-level numbers and trends. They either please you, or they don’t. If revenue is down, you might put more pressure on sales, or if product demand is skyrocketing, you might hire someone new in HR to help you with recruiting.
But, what if your numbers can give you even deeper insight than this? What if you can use what your CFO shares with you to improve organizational effectiveness, employee morale, customer service issues - and more? Here’s how to start viewing your financial reports in a nontraditional light, in order to get nontraditional results.
Whether you lead a communications company, technology company or telecom company - odds are good that customer satisfaction has been tricky for you. Don’t take it too personally; these are tough industries and since society is increasingly dependent on instant gratification, the bar for satisfaction is getting higher and higher.
But even though the challenge is understandable, you’re still responsible for the quality of your brand. And, you still have a lot of control over providing the best customer service possible. If you use the Net Promoter Score (NPS) survey as a way to check in with your customers, you’re already on a great path for customer service. But there’s almost always room for improvement.
Did you know that a standard NPS score among telecom companies is +31 currently? This means, then, that a measure of success for you could be this number or anything higher. So think about your score. Can it be improved? Most likely, it can. Here are three tips for doing so.
You can’t be in two places at one time… or so we’ve always heard. But when it comes to your customer service strategy, the reality today is that you can’t afford not to be in two places at one time (actually, more than two). Consumers today are used to having their questions answered quickly and problems resolved immediately, so offering a customer service number as your only method of customer support just won’t cut it anymore. In fact, 72% of adults prefer digital communication with companies rather than speaking to representatives face-to-face or by phone.