Help Scout Leadership

AUGUST 22, 2023

Discover and compare four customer satisfaction metrics you can use to measure customer satisfaction in a meaningful way. Read the full article

Metrics 189

Metrics 189

David Grossman

SEPTEMBER 26, 2022

Although it may feel overwhelming or even impossible to measure the value of something as intangible as communication, the fact is there are definitive metrics by which you can measure success. It’s often said that what gets measured gets done.

Metrics 184

Metrics 184

Chief Outsiders

JANUARY 9, 2025

Part 2 of A CEO's Guide to Marketing Performance Metrics matter now more than ever. As a six-time CMO over a 16-year career, Ive tracked dozens (actually hundreds) of metrics and found that many measures are ultimately meaningless or only matter to marketers.

Metrics 162

Metrics Marketing KPI Revenue 162

Help Scout Leadership

AUGUST 22, 2023

Discover 7 basic, next-level, and intriguing customer experience metrics that will help you measure and improve CX at your company. Read the full article

Metrics 189

Metrics 189

Help Scout Leadership

AUGUST 22, 2023

Measure and improve your customers' ability to be successful with your product by tracking these 8 key SaaS customer success metrics. Read the full article

SaaS 189

SaaS Metrics 189

AIHR

JANUARY 17, 2023

What are some organizational health metrics HR should know and keep track of? 12 organizational health metrics to measure. Given the gray area around organizational health and the need for more consensus about what it means within an organization, business leaders often fail to set targets and track metrics to measure and improve it.

Metrics 144

Metrics Benchmarking Compensation Employee Engagement 144

Help Scout Leadership

SEPTEMBER 9, 2024

Maximize ROI and boost support efficiency with our guide to AI support metrics. Read the full article

Metrics 113

Metrics ROI 113

AIHR

JULY 2, 2024

Analysis phase HR creates and sends out an employee survey and analyzes performance metrics , both of which reveal a company-wide lack of customer service skills. HR monitors customer satisfaction surveys and performance metrics after training to gauge the overall effectiveness of improving customer service. compliance).

Metrics 116

Metrics Implementation ROI Compliance 116

Vantage Circle

AUGUST 23, 2024

This blog explores the key metrics and strategies for measuring employee recognition, turning appreciation into a powerful tool for driving performance and engagement. These tools can measure metrics such as the frequency, types, and impact of recognition on employee engagement and performance.

Metrics 109

Metrics Employee Engagement Retention Performance Review 109

Help Scout Leadership

MARCH 12, 2024

Discover how customer engagement metrics can transform your business strategy for better, more personalized customer experiences. Read the full article

Metrics 133

Metrics 133

AIHR

FEBRUARY 19, 2024

HR metrics provide a data-driven approach to managing human capital, offer insights into the effectiveness of HR practices, and ultimately predict the future. Let’s take a look at the commonly used HR metrics and how you can track and utilize them in your organization. Contents What are HR metrics?

Metrics 105

Metrics Recruitment Human Resources Revenue 105

AIHR

OCTOBER 8, 2024

Culture metrics provide crucial information into the ‘pulse’ and overall health of a company’s culture and work environment. Positive company culture has many business advantages, so you should know how to measure it and which relevant metrics to track. This article discusses 19 important culture metrics to track and why they matter.

Metrics 98

Metrics Employee Engagement Retention Onboarding 98

AIHR

AUGUST 20, 2024

There are four key stages of performance management: Planning: This stage involves setting performance expectations and goals and defining individual success metrics. These include updating performance review sheets, tracking performance metrics, and prompting managers to set up meetings with employees.

Performance Management 126

Performance Management Implementation Manager Metrics 126

AIHR

AUGUST 19, 2024

Establish and track employee experience metrics: Data provides tangible evidence of what works well and which issues to address to enhance the employee experience. This metric helps you gauge the employee experience levels in your organization. This will give you additional sights into how well your strategy is working.

Onboarding 119

Onboarding Employee Engagement Metrics Diversity 119

Vantage Circle

JULY 11, 2024

The Impact on Performance Metrics Leadership-driven recognition can influence various performance metrics, ultimately contributing to organizational success. Let's explore some key metrics that can be impacted: Productivity: Recognized employees are motivated to maintain or improve their performance.

Metrics 93

Metrics Employee Engagement Performance Review Retention 93

Lolly Daskal

MAY 3, 2024

Are your goals equipped with clear and measurable metrics? – Specific metrics can provide direction and motivation. What external influences might affect your team’s ability to meet its goals? – Anticipate challenges that may arise from outside your team. – Effective communication is a two-way street.

Metrics 328

Metrics Accounts Employee Engagement Leadership Development 328

Help Scout Leadership

OCTOBER 26, 2021

SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well. Read the full article

SaaS 290

SaaS Metrics 290

Vantage Circle

JULY 30, 2024

Redefining Success Metrics: The Triple Bottom Line Recognition (TBLR) Model To solve the imbalance between sustainability and recognition, we need to change the way we measure and reward achievement. For instance, HR success could be tied to diversity and inclusion metrics and traditional hiring and retention rates.

Metrics 98

Metrics Implementation Inclusion Retention 98

Help Scout Leadership

APRIL 29, 2021

Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Report on customer service metrics to your board. Give them as much authority as you can, trust them to do what is needed, and verify it through thoughtful metrics. Learn how Help Scout aligns sales and support.

Metrics 348

Metrics Sales Sales Implementation 348

Help Scout Leadership

MAY 14, 2021

Brain.fm’s switch to Help Scout in 2018 has helped actualize Brain.fm’s user-first mindset with easy reporting on customer support metrics, tracking and cataloging of common issues, and generating great social proof from positive support experiences. Our number one core value is user first. We’re absolutely obsessed with customer success.”.

Benchmarking 279

Benchmarking Workflows Metrics Operations 279

Michael McKinney

FEBRUARY 2, 2023

Source: Ideaflow: The Only Business Metric That Matters * * * Look for these ideas every Thursday on the Leading Blog. Instead, we connect what we have, bringing together two or more elements in a new way. Abundant ideaflow requires enormous amounts of raw material to make more of these unexpected combinations.”

Metrics 305

Metrics Manager 305

AIHR

AUGUST 12, 2024

15 employee engagement examples HR should follow How to develop an effective employee engagement plan Employee engagement metrics to track What is employee engagement? Employee engagement metrics to track Once your organization has implemented an employee engagement plan, use data and analytics to find further ways to improve it.

Employee Engagement 105

Employee Engagement Metrics Inclusion Implementation 105

Help Scout Leadership

SEPTEMBER 14, 2021

Lastly, you need to set some sort of metrics (more on that below) to measure performance and set standards for service. Tip #8: Report on customer service metrics at company meetings. Though a VoC isn’t completely metrics-focused, it is another way to show the company’s overall commitment to customer service.

Small Business 321

Small Business Metrics Marketing Scaling 321

AIHR

AUGUST 2, 2024

Get stakeholders on board, define objectives & metrics Share the outcomes of your audit and prioritization exercise with the key stakeholders in the company and use this as an opportunity to get them on board with your digital transformation plans. Start with the ideas that are high impact and low effort.

Digital Transformation 116

Digital Transformation Software Human Resources Recruitment 116

AIHR

SEPTEMBER 13, 2024

Without clear metrics to demonstrate the return on investment, justifying further AI integration becomes difficult, which slows down the adoption process. Lack of clear AI adoption metrics: Without clear metrics to justify AI adoption, HR might experience slower integration and reluctance to embrace more advanced AI solutions.

Employee Engagement 111

Employee Engagement Metrics Digital Transformation ROI 111

AIHR

JULY 12, 2024

Define clear objectives and success metrics for the transformation As with any new project, you should define clear objectives and success metrics before embarking on your digital transformation journey. The objectives and metrics will differ per organization.

Digital Transformation 105

Digital Transformation Human Resource Information Systems (HRIS) Onboarding Software 105

Peter Winick

FEBRUARY 1, 2024

Three Key Takeaways: A good metric for thought leadership is repeat usage. Peter Winick So how whether it’s deployed, or you can talk more generally, how are decisions made around metrics and give this more and give this. So the metric I avoid is how many sessions have you done. Moments are all around us.

Metrics 293

Metrics Real Estate Engineering ROI 293

AIHR

JULY 10, 2024

Become certified: AIHR’s certificate programs can help you become certified in the areas of HR Generalist , People Analytics , HR Metrics & Reporting , and more. 26 26 HR (General) 42 42 HR Business Partner 2.0

Human Resources 114

Human Resources Assets Compensation Metrics 114

AIHR

AUGUST 6, 2024

Metrics Typically focused on efficiency metrics such as time-to-fill roles, turnover rate , and cost per hire. Emphasizes people-centric metrics such as employee satisfaction, engagement, retention, and performance outcomes. Adopt a data-driven approach: Track DEIB metrics to measure progress and identify areas for improvement.

Inclusion 104

Inclusion Employee Engagement Diversity Implementation 104

David Grossman

JUNE 6, 2022

Although it may feel overwhelming or even impossible to measure the value of something as intangible as communication, the fact is there are definitive metrics by which you can measure success. The key to successfully measuring communication is to focus metrics on the outcome (the action you seek), not the output (how you communicate).

Metrics 190

Metrics 190

AIHR

DECEMBER 19, 2024

Using a template also creates a clear roadmap for both managers and employees by outlining specific performance metrics , role expectations, and developmental goals. Do: Use specific, quantifiable metrics to assess performance objectively. For customer-facing positions, emphasize service metrics and relationship management skills.

Onboarding 98

Onboarding Metrics Retention Compliance 98

Help Scout Leadership

APRIL 27, 2021

Unlike other metrics, like Net Promoter Score , Customer Effort Score , or Customer Satisfaction Score , there isn’t a defined way to measure your customer happiness — unless you create another survey to do so. Measure and track your metrics. It may seem like “happiness” in this case is a bit too vague.

Metrics 338

Metrics Sales Sales Media 338

AIHR

JULY 30, 2024

It also provides guidelines for tracking key metrics, such as turnover rate , to assess employee engagement’s bottom-line impact. Engagement is not about a survey or a metric but rather about measuring the organization’s ability to unlock the productivity of its people in a responsible and sustainable way.”

Employee Engagement 105

Employee Engagement Benchmarking Implementation Metrics 105

Michael McKinney

DECEMBER 4, 2023

These metrics relate to judgment and decision-making in organizations, and it’s easy to see that if the leader doesn’t allow employees to feel psychologically safe, they won’t voice their concerns, nor will they engage in risk-taking needed for innovation for fear of reprisal.

Metrics 293

Metrics Nonprofit Assets Operations 293

Help Scout Leadership

AUGUST 22, 2023

Customer satisfaction is the pulse beneath most key business metrics. Learn its importance, how to measure it, and six ways to improve it. Read the full article

Metrics 189

Metrics 189

Lolly Daskal

JANUARY 8, 2024

It’s more than managing budgets or metrics; the key lies in understanding and managing the people side of change. Leading change requires new mindsets, skills, and techniques. Here’s a simple, strategic, and successful guide for leaders to navigate change.

Manager 293

Manager Change Management Metrics Diversity 293

Peter Winick

DECEMBER 14, 2023

And how you allocate resources to them should be against a different set of metrics, not the same set of metrics. They’re separate. They’re definitely connected but they’re separate things. Love to hear what you think. The post Your book is not your business! appeared first on Thought Leadership Leverage.

Metrics 197

Metrics Marketing 197