Friday, January 27, 2012

A Best of Barry: The love of numbers

We have data available to us everywhere. We can learn about the trends. We can track progress on graphs and charts. We can access statistics from years ago or minutes ago. Problem is, all those numbers are useless unless we do something with them.

My company, LaBov & Beyond, worked for a large corporation to help track its customer satisfaction scores. They knew the status of every customer and every dealer that customer bought from. We helped our customer tabulate the findings and we found some trends that could dramatically alter that corporation's performance for the better. Only one problem: they didn't want to do anything about it. They merely wanted the data to prove they cared about customer satisfaction--not to do anything about it.

It's not about having the numbers, it's about using the numbers.

Barry LaBov
LaBov & Beyond
Originally posted: 10/01/10

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