Benchmarking, Meeting, Metrics and ROI - Management Consulting Connection

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Benchmarking

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Being Engaged at Work Is Not the Same as Being Productive

Harvard Business

FEBRUARY 16, 2017

After experimenting with a number of potential behavioral metrics, we settled on using one that approximates average weekly working hours as our primary measure. Potentially, these employees could be highly satisfied due to their ability to meet or exceed low expectations. Not working long hours with a high engagement score.

Productivity

Productivity Metrics Culture Data

The Most Common Reasons Customer Experience Programs Fail

Harvard Business

DECEMBER 28, 2016

Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. They have “soft” metrics rather than real business goals. Yes, it’s hard to do this when no one has time to meet, much less collaborate.

Metrics

Metrics Data ROI Benchmarking

Being Engaged at Work Is Not the Same as Being Productive

The Most Common Reasons Customer Experience Programs Fail

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