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Metrics Myth Three: Managers Should Set Ambitious and Inspiring Goals
Yes, but. This is one of these partial truths where getting the details right really matters. Followers of popular business books will recall the BHAG—the Big Hairy Audacious Goal—proposed by James...
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Metrics Myth Four: If We’re Doing a Great Job of Delivering Customer...
Because, you know, that’s what support does. Close cases. Quickly. In a way that satisfies customers. Mission accomplished; let’s grab a beer! Not so fast. This myth begs the question of why the...
View ArticleMetric 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 cliché that you get what you measure....
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Metric Myth Six: Do an ROI Analysis Before Investing in a Major Purchase or...
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 them is all backwards. They’re shouldn’t...
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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 fair question: how can you know...
View ArticleMetrics Myth Eight: Hold a Weekly Ops Review Where Changes are Scrutinized...
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...
View ArticleMetrics 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 executives have to demonstrate their value...
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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 permission to share...
View ArticleMetrics Myth 11: Any Initiative for Which You Can’t Define Clear Outcomes...
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 don’t know why you’re undertaking...
View ArticleWhat Do We Do About All Of These Myths?
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 do about it?” Metrics exist in a context, and...
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Feedback: Style Matters! Allscripts Does It Right
Reports are boring. Can we all agree on this? Sure, reports may contain interesting information. But there’s something deeply stultifying about the actual presentation of the data in commercial...
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Lowering the Cost of Failure
Yesterday, as I was driving near DB Kay & Associates “World Headquarters” in Santa Cruz, I noticed a home-painted smart car. I wasn’t quick enough with my camera to take a picture, but it looked...
View ArticleThe Disconnect (Video)
Happy 2014! It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers. Instead of blogging, we’ve been working on a video, The...
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Technology Should Enable, Not Enforce
(Photo HT MM) We spend a lot of time—an inordinate amount of time—talking with people about how to lock down permissions inside of knowledge management tools. How to make sure Contributors can’t...
View ArticleCreating Customer Empathy in Executives
An executive at a software company was talking with me recently about the challenge of creating a customer-centric culture. His company, like many, was built on a foundation of technical excellence....
View ArticleKCS: Prove Real Value, Real Quick
The Leap of Faith Many organizations struggle with the ability to implement quickly and successfully, and to deliver benefit. We helped one customer demonstrate KCS success quickly, proving value and...
View ArticleTransparency: A Personal Reflection
...last weekend I had an experience that helped me understand how transparency improves the customer experience and loyalty. The post Transparency: A Personal Reflection appeared first on DB Kay &...
View ArticleKeeping Communications Simple and Fun: ANCILE Does It Right
I always love it when our clients share some of the great ways they communicate with their teams about KCS, and I love it even more when they give me permission to share with you. (HT: CM). Something...
View ArticleTaking A More Positive Approach to KCS
Should we approach KCS in a more positive way? For me, personally, the answer is yes. Service and support people thrive on finding problems and fixing them. That’s how we’re wired. We often approach...
View ArticlePractical Trust for the Whole Enterprise
Service, Success, and Support organizations that have implemented KCS® and Intelligent Swarming have learned something valuable to every department: the power of trust. We’ve created a short white...
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