Episode 18

Why You Shouldn’t Be Obsessed with CSAT

26.08.2024

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Episode Summary

Michael Fulvio, Director of Customer Experience at SNIPES, advises against the usual focus on Customer Satisfaction (CSAT) as a KPI. He stresses using diverse data points like incident rates, first reply times, and fulfillment metrics to address customer issues, improve operations, and drive revenue, thus enhancing the customer experience. By broadening the scope of performance measurement, businesses can gain a more comprehensive understanding of their strengths and areas for improvement.

Steven MacDonald Podcast Host

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Video's length

(01:18)
Introduction to Michael Fulvio
(22:28)
Full Podcast Episode
(04:19)
Transforming Customer Interactions into Revenue-Driving Insights
(01:29)
Key Data Points for Improving Customer Fulfillment Processes
(2:11)
Moving Beyond CSAT: Focusing on Impactful Customer Experience KPIs
(01:48)
Turning Incident Rates into Positive Customer Engagement
(00:58)
Enhancing Fulfillment Processes to Meet Customer Expectations
(01:07)
Community-Driven Initiatives for Enhancing Customer Experience
(03:43)
1-10 Rating: Importance of Agent Turnover to Company’s Growth
(00:48)
Transform Customer Interactions into Insightful Data Reports
(0:55)
Transforming Customer Interactions into Revenue-Driving Insights
(0:58)
Moving Beyond CSAT: Focusing on Impactful Customer Experience KPIs

My overall goal is to turn each of our customer interactions into data that the business can use to make other decisions about what’s going on.

Michael Fulvio Director of Customer Experience at SNIPES

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