Will Boris Ruin Your Holiday?
The Tory leadership race is now well underway with a raft of candidates, including the self-styled hardliner Boris Johnson, competing to succeed Theresa May on the 22nd July. Whilst the longer-term impact to the country of the decision into whoever will become the new Prime Minister will take time to become apparent, the initial economic feedback will almost be instant. The value of the pound to Euro will probably be the most immediate barometer of sentiment closely followed by share prices.
In general business such rapid feedback from customers and stakeholders is unusual and companies have to work hard to really understand sentiment. Quality measures such as “returns”, or delivery performance provide some insight but rarely truly reflect customers or stakeholder views of an organisation. Companies therefore need to develop a range of customer and stakeholder experience measures:
- Customer, partner or employee satisfaction surveys
- Customer service and returns reporting
- Social media analysis and tools
- Win-rates
- Repeat-business
- Employee turnover
- Lead time
- Face to face interactions
Individually no single measure will hold the key to the long-term prosperity and sustainability of your business.
Where Now Consulting is a leading management consultancy that specialises in helping companies and organisations to develop effective growth and operational plans, and convert these into actions and results. Capturing customer experience data is a means to know how your business is performing in the eyes of the end-user, to provide indicators for future demand. At Where Now Consulting, we can help you turn that data into fuel for growth.