Contrary to what one service author writes, the best service in my opinion is NOT No Service, it is selective personal service and what one company calls, “Microbursts of Emotional Connection.” These 20-40 second connections can raise top box loyalty by 25% or more.
Self-Service Cautions: Are You Losing Revenue? Read More »
In this post, I want to address benchmarking, without which metrics is meaningless. Benchmarking provides the context that you need in order to make metrics meaningful. Imagine you start measuring social media, and you discover that you had 1,000 social media mentions in all channels. Now what? Is that good or bad? I have no idea! To really understand this, you need context. What’s customary for a product like yours? How much buzz is the product category garnering? How does it compare to your own performance? Let’s dig in and figure out what you should be benchmarking against.
Benchmarking: If You Don’t Know Where You Are, How Will You Know Where You’re Going? Read More »
