What is the most important measurement for your business?
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This is the first of several customer service training lessons that I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again.

The way you measure success in business is critical. As business management guru Peter Drucker once said, “You can’t manage what you don’t measure.”

So, what should we be measuring? What’s the best metric?

And, why do our customers come back?

Customer service training often involves looking at NPS (Net Promoter Score) and CSAT (Customer Satisfaction). But these only tell part of the story.

To truly measure success in business, we must go beyond the ratings and look at behavior. This will give us a better idea of how happy our customers are.

After all, the ratings and reviews can be nice, but the opportunity to do more business vanishes if they don’t return.

We should always be looking at the customer experience and finding ways to make it better.

Feedback and ratings will help drive that effort. But in the end, knowing what percentage of customers come back, how often they come back, and how much they buy when they do come back, is the metric to pay close attention to.

This customer service training will answer the following questions and more...

How does your business measure success?

What metrics should you focus on to measure success in business?

Shep Hyken is a customer service & experience expert, award-winning keynote speaker and New York Times bestselling business author. For information go to [ Ссылка ].

For information on The Customer Focus™ customer service training programs go to [ Ссылка ].

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