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Gilbert A. Churchill (Professor of Marketing, University of Wisconcsin-Madison) wrote:
"More stupefying than the sheer numbers of our measures is the ease with which they are proposed and the uncritical manner in which they are accepted. In point of fact, most of our measures are only measures because someone says they are, not because they have been shown to satisfy standard measurement criteria (validity, reliability, and sensitivity)."
Harding & Yorke measures adhere to the most stringent validation and have a proven 'HIGH' correlation with Return on Capital Employed'
Measures
Measures can be used for many reasons:
- To establish best practice and motivate staff towards delivering it
- To generate a benchmark from which you can reward your people
- To link in to other measures as a key performance indicator
- To maintain a set of standards (Brand Alignment etc.)
- As a part of Management Information (MIS) reporting
- To benchmark your performance against others
- For trend analysis and communication
- Through validity, reliability and sensitivity to offer an indisputable measure of performance.
Harding & Yorke measures conform to all of the above.
In many cases we come across current reward & recognition programmes that are too embedded in existing programmes for you to consider change. Analysis and validation by Harding & Yorke may show that you are rewarding and recognising behaviours that do not make your customers feel better and, if so, then you are probably rewarding the wrong activity and you should change it. ‘Getting what you measure' is is an old phrase that often only intensifies the wrong behaviours.
Harding & Yorke measures aim to improve overall Empathy between agent and customer, making the interaction more enjoyable and rewarding for both parties.
