KPIs that drive action in your business are not key PERFORMANCE indicators (looking back) – they are key PREDICTIVE indicators (looking forward). They predict your future success.
And when working out your KPIs using this definition you’ll want to get clarity on what makes your business successful…
Simple solution: Happy customers willing to pay (again) will make your business successful.
So, what makes them happy? What influences their customer experience?
- Speed of what you do
- Quality of what you do
- Customer care in what you do
Get faster (in the eyes of your customer); deliver higher quality (in the eyes of your customer); And REALLY care for them throughout their experience of working with your firm.
Do this and the ‘moments of truth’ (Jan Carlson) in your customers’ experience will change
- miserable moments become neutral moments
- neutral moments become magical moments
Do this and measure your performance in each area and you’ll have truly great KPIs for your firm and drive your firm to future success.
What committed business owner would not get really serious about these measures in their business?
Are you? Click HERE to make sure you are…