Goodness me, listen to me go on about these metric myths. If you’ve made it this far, you can be forgiven for asking, “That’s all fine, but what do I […]
The DB Kay Blog
Metrics Myth 11: Any Initiative for Which You Can’t Define Clear Outcomes Isn’t Worth Doing
This is another inference from “you get what you measure.” If you don’t know how to measure an initiative, you don’t know what you’re trying to achieve. And if you […]
Metrics Myth 10: Contact Deflection = Clickthroughs Times the X-Factor
Industry surveys ask. Colleagues ask. IT asks. Executives ask, incessantly. “What’s your contact deflection rate?” Let’s leave aside for the moment that contact deflection isn’t the primary reason to expose […]
KCS At Work: Daktronics Does It Right
There’s nothing like hearing about KCS from someone who is actually doing it—and benefitting from it. Our friends at Daktronics just sent this great email along, and kindly gave us […]
Metrics Myth Nine: NPS is Whatever I Say It Is
I’ll just say it right now: I love the Net Promoter Score. It may not be perfect, but in my experience, it’s the most powerful tool that Service and Support […]
Metrics Myth Eight: Hold a Weekly Ops Review Where Changes are Scrutinized and Punishments are Meted Out
Operations Reviews, or ops reviews, are common management tools in Support organizations. If you’re going to measure something, goes the logic, it’s best to act on those measurements. Making course […]
Why Train KCS Coaches?
A client working to justify the expense of coach training asked for a risk assessment of not training her coaches. I thought that was an excellent question. Having given it […]
Metrics Myth Seven: Find Industry Peers and Benchmark Against Them
As a consultant, I find it rare to spend fifteen minutes with a capable executive before she asks me to assess how they’re doing compared with other companies. It’s a […]
Metric Myth Six: Do an ROI Analysis Before Investing in a Major Purchase or Initiative
There’s nothing wrong with doing an ROI analysis—as a matter of fact, I think it’s a great idea. It’s just that the way that we, as an industry, typically use […]
Metric Myth Five: There Are Good Industry-Standard Measures. Use Them.
(A quick note to start: our February KCS Foundations Workshop is filling up. If you or a colleague are interested, now would be a good time to register.) It’s a […]
