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Josh Behar

Driving Business Growth with Innovative Solutions

Joshua Behar is a seasoned professional with a remarkable background in managing enterprise sales, building international operations, and leading global teams.

With a diverse skill set and a passion for driving results, Joshua excels in helping businesses overcome challenges, expand operations, and enhance their sales strategies.

His extensive experience in various leadership roles, from CEO to COO, demonstrates his ability to navigate complex business landscapes and drive growth.

Joshua's educational background includes a BA in Economics from the University of California, Los Angeles, an MBA in Hi Tech Marketing from Bar-Ilan University, and a certification as a Certified Public Director from Tel Aviv University - Coller School of Management.

Throughout his career, Joshua has held notable positions such as Chief Executive Officer at Mobile2CRM, President and CEO at Ericom Software, and Corporate Vice President of Global Sales at Amdocs, among others.

Known for his energy, strategic mindset, and hands-on approach, Joshua is a trusted partner for organizations looking to enhance their execution and achieve tangible results.

As an ultra-marathon runner, Joshua understands the dedication and perseverance required to succeed, qualities that he brings to his professional endeavors to drive businesses forward.

Highlights

Aug 27 · linkedin

Customer Service 101: The Powerhouse Behind E-commerce Success (Part Two) Operational Efficiency and Financial Performance.

A seamless customer experience hinges on a well-oiled operational backend. Selected key metrics:

Operational Efficiency Metrics

  1. ⏳ Handle Time (AHT): Minimize average interaction time while maintaining quality.

  2. 🎯 First Contact Resolution (FCR): Resolve issues swiftly on the first interaction.

  3. 📋 Script Adherence: Ensure consistent and effective agent performance.

  4. 🚚 Order Fulfillment Speed: Expedite order processing and shipping.

  5. 🔄 Return Processing Efficiency: Streamline the return process.

Financial Performance Metrics

1)💰Cost Per Contact: Reduce expenses for each customer interaction.

  1. 💸 Revenue Generated from Service: Convert support into sales opportunities.

  2. 🛠️ Cost Savings from Improved Service: Lower operational costs through efficient service.

  3. 📈 Customer Lifetime Value (CLV) Enhancement: Boost customer loyalty and long-term value.

  4. of contacts per transaction. How many inquiries or tickets were received per transaction?

What strategies have you implemented to enhance operational efficiency? Share your tips below! 👇

Stay tuned for the final part, where we'll explore cutting-edge strategies to amplify your e-commerce growth.

#ecommercesuccess #customerservice #operationalefficiency #financialperformance #businessgrowth

Roy Penn Liz Cohen @Tymely shopify shopify Tobias Lütke

Aug 23 · linkedin

Customer Service 101: The Heartbeat of E-commerce (Part One) An Intro to Customer Satisfaction and Loyalty Metrics.

In e-commerce, customer service isn't just a department—it's the lifeline of your business. 🚀 Happy customers lead to repeat business and higher long-term value.

Here are 12 must-know metrics to gauge your customer satisfaction and loyalty:

  1. 📊 Satisfaction Score (CSAT): How happy are customers with their overall experience?

2)🌟 Net Promoter Score (NPS): How likely are customers to recommend you?

  1. 💪 Effort Score (CES): How easily can customers interact with your business?

  2. ⏱️ Response Time (FRT): How quickly do you respond to customer inquiries?

  3. ⏱️ Resolution Time: How long does it take to solve customer issues?

  4. 📝 Level Agreement (SLA) Adherence: are you meeting your service promises?

  5. ✅ Accuracy: Are orders correct the first time?

  6. 🔄 Merchandise Authorization (RMA) Rate: How often are products returned?

  7. 💼 Conversion Rate: How well does your website turn browsers into buyers?

  8. 🚪 Rate: Are customers leaving your business?

  9. 💰 Lifetime Value (CLV): How much revenue does a customer generate over time?

  10. 📱 Media Engagement: What are customers saying about you online?

What metrics are you using to measure customer satisfaction? Which one do you find most challenging? Drop a comment below! 👇

What score are you aiming for?

Stay tuned for Part Two, where we'll explore operational efficiency and financial performance metrics that drive success in e-commerce.

#ecommerce, #customerservice, #customerloyalty, #customerretention.

Roy Penn Liz Cohen #Tymely Tobias Lütke

Related Questions

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Josh Behar
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Location

Alpharetta, Georgia, United States