Quality of Customer Experience (QCE)^SM

Description

Are you measuring what matters to your customers? The companies that thrive in the throes of the Customer Revolution monitor a set of operational customer metrics in near real time and continuously improve operational excellence. Customer satisfaction and loyalty surveys provide a rear view mirror. Customer experience metrics track your performance on customers’ scenarios, customers’ moments of truth, their conditions of satisfaction and their outcomes, by customer segment, in near real time.

Does improving your Quality of Customer Experience (QCE)^SM increase your profitability? You bet! QCE improvements go right to the bottom line. And happy loyal customers increase your stock price. Investor shy away from companies with unhappy customers.

Once you set it up, it’s easy to track improvements in the QCE you deliver to your customers. Then you can correlate QCE improvements directly with your ability to:

• Grow your customer base
• Improve your share of wallet
• Increase customer retention
• Grow referrals
• Increase revenues per customer
• Grow profits per customer.

Use our simplified QCE Scorecard, our comprehensive QCE Scorecard, or our complete Customer Flight Deck^SM performance management framework to monitor and correlate your QCE and customer profitability. You can also add QCE metrics to your existing balanced scorecard.

Featured Research

• Roles and Responsibilities
  Patty’s Dream Team: Roles and Responsibilities
  03/19/2008 - Patricia Seybold with Susan Aldrich
• Human Digital Assistant v2.2
  Lifelike Virtual Agents Deliver Personalized Customer Service
  10/25/2007 - Mitchell Kramer
• Creating Customer Advisory Boards That Your Customers Will Love!
  How to Design a Successful “Outside In” CAB Program for Your Customers and Top Executives
  09/13/2007 - Patricia Seybold
• IBM.com’s New Look: More Than a Face Lift
  Using Service-Oriented Architecture to Provide an Adaptive Web Experience
  06/28/2007 - Patricia Seybold
• Foster Community
  Strengthen Relationships and Help Customers Help Each Other
  03/14/2007 - Patricia Seybold
• Turn Customer Co-Design Insights into Action
  How to Gain Momentum by Turning Customer Scenarios® into Operational Scorecards, Recommendations, and Action Items
  02/08/2007 - Patricia Seybold
• Building Interactive Feedback into Your Products and Surrounding Services
  How Koko Fitness Enables Four Kinds of Interactive Feedback
  Patricia Seybold
• Enabling Customer Co-Design
  Using Customer Co-Design Tools and Innovation Toolkits
  Patricia Seybold
• Customer Self-Service at Verizon
  Excellent Support for Key Self-Service Activities
  Mitchell Kramer
• Customer Self-Service at Verizon Wireless
  Support for a Wide Range of Customer Service Activities; Limited Problem Diagnosis and Search
  Mitchell Kramer
• Let Customers Help Themselves
  Offer Self-Service throughout the Customer Lifecycle
  Ronni Marshak
• Provide a 360-Degree View of the Customer Relationship
  Leading the Way to Customer Loyalty and Profitability
  Patricia Seybold & Ronni Marshak
• Streamline Business Processes that Impact the Customer
  Make Sure the Customer’s Point of View Is the Design Center for Continuous Process Improvement
  Patricia Seybold and Ronni Marshak
• Own the Customer’s Total Experience
  Taking Responsibility Leads to Customer Loyalty
  Ronni Marshak and Patricia Seybold
• Current Concerns of Customer Visionaries
  Visionary Customer-Centric Executives Are Tackling Next-Generation E-Business Challenges
  Ronni Marshak and Patricia Seybold
• How to Approach Customer Experience Management
  An Overview of Patricia Seybold Group’s Recommended Game Plan
  Patricia Seybold
• Meeting the Customer Experience Challenge
  What’s Your Current Situation? What’s Your Vision?
  Patricia Seybold
• Branded Customer Service
  Barlow and Stewart Promote a Strong Linkage between Brand and Customer Service
  Patricia Seybold
• Leading an “Issues and Vision” Discussion with Customers (and Partners)
  Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)
  Patricia Seybold
• Democratizing Innovation
  Von Hippel’s New Book Stresses the Importance of Innovation by Lead Users
  08/18/2005 - Patricia Seybold
• Identifying Operational Customer Experience Metrics
  How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track
  Patricia Seybold
• Are You Handling Content Management as a Customer-Critical Issue?
  Shoddy Content Management Will Adversely Impact the Value of Your Company
  Patricia Seybold

More...

* Customer Scenario and Customers.com are registered trademarks and Customer Flight Deck and Quality of Customer Experience (QCE) are service marks of the Patricia Seybold Group Inc.