Metrics You Can Manage For Success

Proven methods for building and maintaining momentum for customer experience improvement. Practical tools for engaging employees company-wide. Apply systems thinking, change management and internal branding for significant breakthroughs in customer program results.

• More than 20 tools and techniques
• Step-by-step guidelines
• 40 succinct pages for rapid knowledge boost
• Easy navigation throughout to any section or page

A straightforward guide to meaningful employee engagement at all levels throughout the company. Practical worksheets and guidelines are the focus of this handbook.

• Gain cooperation across organizations and channels for customer experience initiatives.
• Agree on common definitions of customer metrics and priorities.
• Build customer-centricity into your culture.
• Fix broken linkages between data and actions, incentives and behaviors, survey results and business results.
• Learn how to use systems thinking, change management and internal branding for big gains in return on investment for customer programs.

REVIEWS:
"This ebook should be saved on every marketer's desktop! If you are in marketing you are probably getting more pressure to demonstrate an ROI, to measure effectiveness and provide market insight. This is a hot topic. A Google search on Marketing ROI comes up with nearly 3 million results. Yet, most marketing people are not schooled in analytics. Well, Lynn Hunsaker's ebook will get you up to speed fast and become a handy reference. This is not a book, book. It is an ebook that lets you go directly to the topics you are interested in at the moment, then it deals with the topic clearly and succinctly. And, it is not just talk; it has worksheets you can begin using immediately. Need to get deeper into the details? Go to the Glossary, the Appendix or Resource sections."
- John Todor, PhD
-Author of Addicted Customers
-Author of Get with it! The Hands-on Guide to Using Web 2.0 in Your Business
-Author of Winning Mindshare: The Psychology of Personalization and One to One Marketing

"I recommend this book to any professional who currently develops or uses metrics in their organization. In particular, I believe that this is a valuable resource to professionals in marketing, finance and other functions where accountability and tracking is vital. Lynn Hunsaker converts the seemingly complex and intimidating topic of predictive metrics into very clear and simple terms. This book is well organized and provides a comprehensive overview of the crucial metrics that your business can use to steer its course. In addition, it goes beyond the textbook mechanics of computing metrics to explain how to apply these metrics to drive greater results. I believe Lynn Hunsaker hits this book out of the park with her insight and clarity. Reading this has opened my eyes to new ways of understanding and using metrics."
- Shirley Desai, marketing consultant
-Author of forthcoming book 'The Seven Chakras of Decision-Making'

"Straightforward, practical and a must-read for anyone needing to manage ahead of the business curve, not behind it. The pressure to achieve ROMI (marketing return on investment) is tremendous, especially in tough times. But how do even the most skilled and trained marketers proactively manage their businesses if they don't know what metrics actually matter? Lynn's ebook explains the critical difference between leading and lagging indicators - a critical issue for managing any business profitably. By the time most managers know their businesses are in trouble, it's too late. So what are the metrics that matter for your business? This ebook discusses ways (and provides worksheets) to peel back the cause-and-effect variables driving any business initiative in order to uncover the most critical metrics managers need to monitor. Clearly and concisely written, this is an invaluable resource for managing any size business in any industry."
- Kathy Klotz-Guest, Founding Fellow, Society for New Communications Research