First things first
We measure so many things.
Risks. Delinquencies. Hold times. ROA. Staff turnover. Assets.
Take a look at any of those things. Your ROA may be .89. Your assets may be $573 million. Your telephone hold time may be 37 seconds.
Is that good or bad?
How would I know?
But hopefully, you know whether those are good or bad. Quite often, though, the people I talk to do not.
Where am I going with this? Ask Seth Godin. In a recent post, he argues that data in a vacuum is no way to say whether something is good or bad. For Seth, it all comes down to alignment.
continue reading »Customer service is difficult, expensive and unpredictable. But it’s a mistake to assume that any particular example is automatically either good or bad. A company might spend almost nothing on customer service but still succeed in reaching its goals.
