{"id":56842,"date":"2024-02-21T06:30:40","date_gmt":"2024-02-21T06:30:40","guid":{"rendered":"https:\/\/hyken.com\/?p=56842"},"modified":"2024-02-21T13:54:52","modified_gmt":"2024-02-21T13:54:52","slug":"three-customer-service-cx-metrics-employee-needs-understand","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-strategies\/three-customer-service-cx-metrics-employee-needs-understand\/","title":{"rendered":"Three Customer Service and CX Metrics Every Employee Needs to Understand"},"content":{"rendered":"<span data-contrast=\"auto\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-56843 size-full\" title=\"Customer Service and CX Metrics\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/2024\/02\/More-Metrics-Than-5-Star-Ratings-Low-Res.jpg\" alt=\"Customer Service Metrics\" width=\"360\" height=\"432\" srcset=\"https:\/\/hyken.com\/wp-content\/uploads\/2024\/02\/More-Metrics-Than-5-Star-Ratings-Low-Res.jpg 360w, https:\/\/hyken.com\/wp-content\/uploads\/2024\/02\/More-Metrics-Than-5-Star-Ratings-Low-Res-250x300.jpg 250w\" sizes=\"(max-width: 360px) 100vw, 360px\" \/>Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn\u2019t mean you shouldn\u2019t pay attention to what I\u2019m about to share. I recently wrote an article that included <\/span><a href=\"https:\/\/hyken.com\/customer-service-cx-metrics-you-must-consider\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">14 customer service and CX metrics<\/span><\/a><span data-contrast=\"auto\"> that CX leaders should consider, and today, I\u2019m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer\u2019s call, should pay attention to. So, let\u2019s jump into them:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><!--more-->\r\n<ol>\r\n \t<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\">\r\n<h3><b><span data-contrast=\"auto\">Time to Happiness<\/span><\/b><\/h3>\r\n<\/li>\r\n<\/ol>\r\n<span data-contrast=\"auto\">The best way to describe this is how long it takes an upset, unhappy, or angry customer to return to being happy. Here\u2019s why this is important to you, even if you aren\u2019t in a customer-facing role. When customers come to you upset, frustrated, or even angry, they may not be reaching out at the moment the incident that triggered their negative emotions occurred. Maybe it happened two days ago, and they just now have the time to contact you or the company. It\u2019s important to recognize that the moment they start to interact with you is in the middle of their time to happiness. Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer\u2019s journey from experiencing a Moment of Misery\u2122 to experiencing a Moment of Magic\u00ae.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n<ol start=\"2\">\r\n \t<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\">\r\n<h3><b><span data-contrast=\"auto\">Time Well Spent<\/span><\/b><\/h3>\r\n<\/li>\r\n<\/ol>\r\n<span data-contrast=\"auto\">Last year, I interviewed Aransas Savas on <\/span><a href=\"https:\/\/hyken.com\/amazing-business-radio-show\/creating-meaningful-motivation-through-understanding-customer-needs\/\" target=\"_blank\" rel=\"noopener\"><i><span data-contrast=\"none\">Amazing Business Radio<\/span><\/i><\/a><span data-contrast=\"auto\">. She is a customer experience designer at the consulting firm, <\/span><a href=\"https:\/\/www.stonemantel.co\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Stone Mantel<\/span><\/a><span data-contrast=\"auto\">, where the TWS metric was created. Our customers\u2019 time is precious, and we must respect it. Even if you don\u2019t formally ask your customers in a survey, \u201cDo you consider your experience with us to be time well spent?,\u201d ask yourself, \u201cBased on the conversation \u2013 or interaction \u2013 I just had with the customer, do you think they would give me a high <\/span><i><span data-contrast=\"auto\">Time Well Spent <\/span><\/i><span data-contrast=\"auto\">rating?\u201d Yes, this is subjective, and it\u2019s the customer\u2019s opinion that matters, but keeping in mind that you\u2019re creating value in the time your customer spends with you will help you focus on delivering your best customer experience.<\/span>\r\n<ol start=\"3\">\r\n \t<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\">\r\n<h3><b><span data-contrast=\"auto\">Does the Customer Come Back?<\/span><\/b><\/h3>\r\n<\/li>\r\n<\/ol>\r\n<span data-contrast=\"auto\">This one will be familiar to you if you\u2019ve been following my work. It\u2019s right out of my book <\/span><i><span data-contrast=\"auto\">I\u2019ll Be Back:<\/span><\/i> <a href=\"https:\/\/hyken.com\/book\/ill-be-back\/\" target=\"_blank\" rel=\"noopener\"><i><span data-contrast=\"none\">How to Get Customers To Come Back Again and Again<\/span><\/i><\/a><span data-contrast=\"auto\">. Even with high scores on <\/span><i><span data-contrast=\"auto\">Time to Happiness<\/span><\/i><span data-contrast=\"auto\">, <\/span><i><span data-contrast=\"auto\">Time Well Spent,<\/span><\/i><span data-contrast=\"auto\"> or any of the more typical and popular ways companies measure customer satisfaction, such as NPS, CSAT, and others, perhaps what may be the most important metric is if the customer comes back. So, like the <\/span><i><span data-contrast=\"auto\">Time Well Spent <\/span><\/i><span data-contrast=\"auto\">question, ask yourself, \u201cIs what I\u2019m doing right now going to get the customer to come back the next time they need what we sell?\u201d This is my <\/span><i><span data-contrast=\"auto\">Loyalty Question<\/span><\/i><span data-contrast=\"auto\">, a concept I\u2019ve shared many times over the years.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">While all three of these customer service and CX metrics can formally be measured, most likely, you\u2019re not the one doing the measuring. However, you have an important role in the result. So, recognize your part in the customer\u2019s journey to happiness, respect their time, and create the experience that gets your customers to say, \u201cI\u2019ll be back!\u201d<\/span>\r\n\r\n<em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em>","protected":false},"excerpt":{"rendered":"<p>Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn\u2019t mean you shouldn\u2019t pay attention to what I\u2019m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":56843,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6800,6807],"tags":[5586,6916,6917],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.6 (Yoast SEO v22.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Three Customer Service &amp; CX Metrics Every Employee Needs to Understand<\/title>\n<meta name=\"description\" content=\"Shep covers three customer service and CX metrics that anyone who has any interaction with a customer should pay attention to.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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