Track & Field Athletics requires focused execution that combines the need to respond in the present while staying laser focused on the end outcome. Get too caught up in the mid-race battles and you’ll have nothing left to win it at the end. Focus only on the end and the race can leave you behind. […]
Keeping score is vital to the success of organisations and their staff. But this success hinges on everyone knowing what “winning” looks like and what the priority activities are to achieve it. Done well, an organisation can create a handful of relevant metrics that help everyone see & measure their contribution to the overall goal. […]
The Balanced Scorecard approach to successfully executing business strategy is now 20 years old. But the work of Kaplan and Norton is still relevant to our sector today, as we move from counting inputs and outputs to measuring impact and outcomes. For those not familiar with the approach, the balanced scorecard enables a business to […]
What’s your team’s/club’s/sport’s Net Promoter Score? Or put another way, how many of your current customers would actively refer you to their friends? While debate rages about how accurately this measure can predict revenue growth, most leading companies still pay more attention to this measure than they do to customer satisfaction scores. Why? Because we’ve […]
A new survey investigates the economic impact of delivering poor customer experiences. On average, Australian consumers end 1.37 relationships, with an average value of AU$403, because the customer service didn’t meet their expectations.