These experiences collectively redefine what customers consider " good service ." Initially , they may seek pleasant or " nice " experiences , but over time , their expectations evolve . Today , customers desire services that align with their lifestyle needs , prioritizing convenience , seamless interactions , and effortless access to expertise . They expect brands to not only meet but exceed their everyday demands .
In talking with industry leaders , I often think about how our expectations are shaped by the evolution of our experiences .
It reminds me of how , in the past , getting into a car meant manually cranking down the window , adjusting the seat with a lever , and moving the mirrors by hand . But today , with just the click of a button on the keychain , our cars recognize us and automatically adjust the seat , mirrors , music , and even activate seat warmers ( essential in Chicago !).
This shift in convenience has raised my expectations across the board . When I interact with a contact center , I now expect the same level of personalized service . If technology can recognize me and tailor my car experience , I expect the customer service representative to know me too : my payment history , my preferences , and how I prefer to communicate .
Benchmarking across industries is crucial because it allows businesses to identify best practices and innovative solutions that may not be immediately apparent within their own sector .
By observing how leading companies in different industries approach similar challenges — whether in customer service , operational efficiency , or technology adoption — organizations can uncover new ideas and strategies to improve their own performance .
Cross-industry benchmarking fosters a broader perspective , helping businesses stay competitive , drive innovation , and adapt to changing market dynamics .
BENCHMARKING ACROSS INDUSTRIES IS CRUCIAL BECAUSE IT ALLOWS BUSINESSES TO IDENTIFY BEST PRACTICES AND INNOVATIVE SOLUTIONS ...
THE RISE OF CROSS-INDUSTRY BENCHMARKING
The trend of moving from same-industry benchmarking to cross-industry benchmarking is something we ’ re seeing across all business sectors , not just in contact centers .
Here are several factors that are driving this shift .
Innovation and Best Practices . CEOs often turn to business books to understand how top companies are succeeding . The best leaders take it further by organizing management visits to industry leaders like Google , Amazon , and Zappos . They can ’ t always knock on the doors of direct competitors to learn what works . Cross-industry benchmarking provides that invaluable insight .
Competitive Advantage . By adopting best practices from other industries , companies can differentiate themselves in their own sector . This often leads to the implementation of unique strategies that give them a competitive edge .
Technological Advancements . Rapid technological changes often bring new insights . For instance , a healthcare company might learn about cutting-edge artificial intelligence ( AI ) applications from the tech industry , which can be leveraged to improve customer service or operational efficiency .
Globalization . As businesses go global , they encounter a wider array of practices and standards , which encourages looking beyond their own industry for ideas .
BENCHMARKING
Growing Customer Expectations . Consumers compare their experiences across industries . For years , institutions have looked to companies like Nordstrom , USAA , and Zappos for insights on customer service . Another perspective to consider is examining customer perceptions of their self-service offerings and on-demand service by comparing themselves to companies such as Amazon and AT & T .
Together , these factors are pushing businesses to look beyond their own industries to drive innovation and improvement . But what impact does this have on actual performance metrics ?
TRANSLATING BENCHMARKS INTO ACTIONABLE METRICS
Sticking to your business goals is key , but benchmarking can really help take your performance to the next level .
I ’ ve seen how aligning KPIs with business objectives makes a huge difference . For instance , one company I worked with broke down their top-level goals and ensured that every department , from sales to the contact center , was working towards the same SMART ( specific , measurable , achievable , relevant , time-bound ) goals . It kept everyone focused and on track .
Even when you ' re looking outside your industry for new ideas , it ' s still important to stick with industry-standard metrics . In the contact center world , this means tracking things like service level , handle time , abandon rate , and first call resolution ( FCR ), which are essential for benchmarking .
But tracking the data isn ’ t enough : you really need to dig into it . One of my clients started analyzing their data more regularly , spotting trends and seasonality that they hadn ' t noticed before , which led to some major improvements . When they saw certain metrics lagging , they adjusted staffing levels and revamped training programs to address gaps .
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