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One of the things that you might say we should measure are what I consider to be the ultimate financial objectives in a business.

• Top Line Revenue
• Bottom Line Profit
• Share Of Market
• Share Of Wallet
• Shareholder Value
• Show me the money

That’s fine. The only problem with regards to those measures and the question that I asked is that those measures are lagging indicators.

Those numbers show up after all the service that you provide.

So what would be a leading indicator, how can you know you’re gonna get the money? That would be your scores. If your satisfaction score is going up, if your loyalty index is going up, if your employee engagement score is going up, if all of these are going up, up, up, up you’re gonna get the money.

But, you don’t do these surveys every day, you don’t look at these data reports on a right now, right now, right now basis so what would be a leading indicator that would let you know you’re going to get higher scores?

Well, that would be feedback from your customers and from colleagues to each other if you’re getting a lot of five star reviews, thumbs up, pat on the back, atta boy, positive compliments, you’re gonna get higher scores you’re going to make the money.

Now, how do you get a compliment? What needs to happen so that somebody wants to make the effort to give you a positive pat on the back, a positive thumbs up? Will people give a compliment because you did what they expected? Do you get compliments for doing what was expected?

No!

So, then you have to figure out something that is not just normal, come up with some other idea and actually try to put it into action. Which means like today we want to be looking at the way we do our business.

The way we serve colleagues, people in other departments and customers and get a new idea, a new insight, a new possibility, come up with a new action and then put it into action.