Build Your CX Scorecard

Experience Action

Content provided by Jeannie Walters, CCXP, Jeannie Walters, and CCXP. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Jeannie Walters, CCXP, Jeannie Walters, and CCXP or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

7M ago 18:37

MP3•Episode home

Customer support leaders are often trapped in a cycle of "number narration" - reporting metrics without connecting them to organizational value. In this insightful episode addressing a listener's question about reporting as a new support leader, Jeannie dives into how to transform your customer support metrics into meaningful business impact stories.

The key isn't just tracking first response time, resolution rates, or customer satisfaction scores - it's understanding why these metrics matter and how they directly contribute to retention, revenue, and organizational success. When leadership doesn't see this connection, customer experience initiatives become vulnerable to cost-cutting measures despite their crucial role in protecting brand reputation and driving business growth.

Whether you're new to leading a support team or looking to more effectively communicate your department's value, this episode provides actionable guidance for building meaningful scorecards that balance performance tracking with strategic business alignment. Ready to stop being a number narrator and start showing real business impact? This episode will show you how.

Resources Mentioned:
CX Success Statement Workbook -- https://bit.ly/cx-success-workbook
Take the CXI Compass™ assessment -- http://cxicompass.com
Register for our webinar: What The C-Suite Needs to Know -- https://bit.ly/CXNeedToKnow
Experience Investigators Website -- https://experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Chapters

1. Introduction to Experience Action (00:00:00)

2. Listener Question on Support Reporting (00:00:42)

3. Why Data Matters in Customer Support (00:01:38)

4. Key Metrics for Support Teams (00:05:27)

5. Connecting Support to Organizational Goals (00:09:19)

6. Creating Effective Success Statements (00:12:55)

7. Tools and Final Recommendations (00:16:22)

8. Upcoming Resources and Closing (00:18:07)

138 episodes

#Business #Marketing #Jeannie Walters, CCXP #CCXP #Jeannie Walters #Customer Experience #Customer Service #Customer Support #Company Culture #Employee Experience #Cx Leader #Leadership #Sales #MBA #B2B #B2C