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. We share practical advice for creating effective customer experience strategy success statements that explicitly link your support efforts to business outcomes.

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:
Take the CXI Compass assessment
CX Success Statement Workbook
Register for our webinar: What The C-Suite Needs to Know
Experience Investigators Learning Center

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Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!

Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!