The Eclectic Benchmark is the ultimate metric
No operator aspires for average - our clients want to know that they are so much more than that. The Eclectic Benchmark identifies what excellence looks like.
The Eclectic Benchmark is the product of the average of the top performing businesses (by question and category). Constantly evolving it establishes the true targets for any operator who wants the profit rewards of customer service excellence.
For those companies setting the Eclectic Benchmark today they; more than most; understand the need to continue to evolve to protect their position - or as someone once said "if your are standing still you are actually going backwards".
The gap between the bottom 10% and the Eclectic is huge. Worrying for those in the bottom 10% and even those delivering average service. It is only a matter of time before disaffected customers hear where they should be going to enjoy exceptional experiences with those setting the Eclectic Benchmark.
Better than average - better than your sub sector and competitive set average? As good as the Eclectic Benchmark? Are you setting the pace or chasing it?
Reputation, advocacy, sales and brand value are only built at 90%+ customer satisfaction - the level at which your customers begin to build your business with you.
© Customer Service Benchmarking Ltd October 2001
The Legend of the Eclectic Scorecard
My father-in-law is a passionate and a very good golfer - abroad on holiday, he will play golf daily. At the end of his 14 night holiday he returns with tales of wonderful scores and shots and all of his score cards plus a new blank scorecard. Laying them all out he builds his new blank card into his "eclectic scorecard" by finding the best score he achieved at each hole from all of his rounds. This new "Eclectic Scorecard" imagines that all of his best performances came together in one round. His art of the possible.
The Eclectic Benchmark is the destination - it defines excellence. The Customer Service Benchmarking Ltd service will define your starting position and track progress towards the goal of excellence and customer advocacy.
You do not need to be 20% or 50% better than your competitors but you do need to be better.
Today with social media providing word of mouth on steroids you need to be better to ensure the silent guest migration is to you not from you.