I saw DJ Muller from MemberClicks speak on KPIs (key performance indicators). In his session he stated that KPIs must be presented in real-time in order for them to really be adopted. I think he’s almost right; KPIs need to be as close to real-time as feasible. In other words, if the KPIs are 24 …
When it comes to managing data successfully, process is critical. For example, a client of mine recently discussed how important it is for them to capture notes across their organization. As different departments talk to members and customers, it’s critical for staff to capture these conversations in the database. But the reality is this: if …
In James Clear’s book Atomic Habits (I recommend it!), he discusses the concept of motion vs. action. In a nutshell, it’s the idea that we spend too much time planning what we’ll do instead of actually implementing. Because we are planning (motion), we trick ourselves into thinking we’re actually doing something (action). It’s an easy habit to fall into. …
I’ve written about this before, but apparently I have to keep repeating it. If you’ve got a “generic” email box (e.g., info@ or contactus@) or a generic voice mail box on your voice mail system, you need to check it EVERY DAY. And you need to RESPOND to inquiries. The following just occurred: I contacted …