Roy's Blog: December 2012
December 31, 2012
What gets measured gets done.
Decide what metric you need to monitor your progress to your goals. Measure regularly. Take action on what you learn from measuring your results.
And NEVER be put off by the argument that you can’t measure what you want to. ANYTHING can be measured.
You don’t need a complicated algorithm to drive measurement.
Keep measurement SIMPLE. It needn’t require heavy lifting systems technology and records processing. In fact the simpler the better.
Use customer perception surveys to measure service quality for example.
Declare 3 service elements that are critical to you and go ask a customer how you’re doing. Ask them if they are DAZZLED... Yes DAZZLED! And act on what they say.
NEVER use a formula to derive a metric. I have seen companies define an objective X = 2Y + 9Z and expect people to understand it and be motivated to achieve it. Won’t happen. Avoid this kind of thinking.
Beware of relying on an internal measure. Even though you may be able to control it, it may NOT be the best metric to gauge how well you are doing.
Use an external measure. An expression from the market is worth listening to.
- Posted 12.31.12 at 10:23 am by Roy Osing
December 24, 2012
This is the mindset and attitude in some businesses today that destroys the customer experience.
The words are never spoken, however you can feel it.
Her behavior gives it away.
She can’t be bothered to spend a little more time with you to deal with what you want.
She won’t bend down to see if your size is buried in the pile of jeans on sale.
It’s close to his break, so she really doesn’t want to phone other stores to see if they have your size and color in stock.
Find people that LOVE the trouble it takes to DAZZLE another human being.
Find people that thrive in the extra steps often required to serve someone well.
Don’t settle for less.
- Posted 12.24.12 at 09:16 am by Roy Osing
December 17, 2012
How do you increase the value of something? How do you create something that will be coveted by people? The conventional approach is to restrict its supply.
The logic is that we will want something MORE if it is in short supply. If it is difficult to obtain. And we are willing to pay more for it.
Examples? Diamonds. Oil. One-of-a-lifetime vacations. The Mona Lisa.
In other words, THINGS.
The logic falls apart, though, when it comes to IDEAS and KNOWLEDGE.
An idea is not more valuable of it is held by a small number of people. If it resides in the minds of only a few.
In fact the fewer the number of people that share the same idea, the LESS VALUE the idea has.
Ideas and knowledge INCREASE in value when shared by many people, not when in the hands of a few.
So if you are in the Ideas, Content or Knowledge business, find a way to expose your stuff to as many people as you can.
And, don’t be afraid to GIVE IT AWAY.
Trust that eventually you will be rewarded for your efforts.
- Posted 12.17.12 at 09:08 am by Roy Osing
December 14, 2012
Or are you like everyone else in the crowd?
True, it’s comfortable in the crowd. You blend in. You are shoulder-to-shoulder with others, shielding each other from exposure. No individual risk. No decisions on the direction to take.
Sucked up in the moment of the many.
Problem is no one sees you. You are a blur. You have no distinctiveness.
A safe way to live.
Is that what you want? Safe?
YOU are unique and you owe it to yourself to express it.
- Posted 12.14.12 at 10:23 am by Roy Osing