Are you measuring what counts?

I was reading Seth Grodin’s blog this morning and he talked about the importance of measuring the quality of traffic that is coming to your site or blog versus the quantity. His point being that it is better to have a smaller number of qualified prospects/customers versus a lot of people who will never purchase. He summarized with the comment “Just because something is easy to measure doesn't mean it's important.”

It reminded me of the same principle that should be employed when trying to measure 1) customer satisfaction, and/or 2) employee engagement.

Too often we get caught up in designing dashboards and metrics that may measure lots of things, but if they are not actionable or possibly aren’t measuring the stuff that gives you insight into the health of the organization, then they aren’t very useful measures.

So ask yourself, are your measures giving you advance notice of changes in your business, or are they lagging indicators of issues that may have been around for awhile?

I have been doing some reading on this topic lately, so I will share some of my observations over the next little while.

Cheers!

Bill works with clients to help activate a “customer-focused” culture that helps employees embrace the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.

As well, he is a very dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop

For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: www.billhogg.ca