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Customer Performance Indicators (CPIs) have a significant impact on customer service quality. They are metrics that customers value, rather than the ones that the company values the most. For instance, how quickly a customer can get a pricing quote or a first-time resolution on a customer service call can greatly enhance the customer's experience and perception of the service quality. Therefore, focusing on CPIs can lead to improved customer satisfaction and loyalty.
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First, Cornfield poses a question: "Most leaders say they're customer-centric, but if everything they measure is company-centric, how could that be true?" He then goes on to explain that Customer Performance Indicators (CPIs) is "the new black" in the world of KPIs. In a nutshell, CPIs are the metrics that customers value, rather than the ones that the company values the most. For example, how fast someone can get a pricing quote, a "first-time resolution" on a customer service call or having a grocery delivery with "nothing broken."
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With Part 2 of our KPI Dashboards collection, report even more detailed metrics about your projects, and products. With more in-depth chart and metric...
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