Data is useless.
Grow A Small Business
Grow A Small Business with more confidence, less loneliness and (yes) more ease. Let's Get Into It!
Why track data if you’re not going to use it?
One of the five pillars we’ve seen underpin successful growth in a small business is systems & process (the other four are: People, Strategy, Marketing and Capital).?
The gas ran out at my house earlier in the week, so I had to go through yet another painful experience of reordering.
I logged into my account of basically the only supplier here, hit the ‘order LPG bottles’ button and nothing happened - the page just reloaded.
Then I remembered the same thing happened last time AND when I finally spoke with someone I explained the issue, and that they may want to let someone know there’s an issue (I even reported it on the satisfaction survey they sent).
It’s still not fixed.
It got worse this time - when I called, I got the usual “we’re extra busy, we can SMS you a link to chat with a rep online”, which I accepted, clicked on the link, tried to use chat but all it did was send me in this death loop of help articles.?
I stood there in awe, as my tech rage bubbled even higher.
The chat bot then suggested I download their app, which I did - same thing as the website, the reorder page in the app just kept downloading.
The supplier has many data points to see there is an issue here and even six months after I reported the problem two ways, they haven’t acted.?
While this supplier is a big brand and the largest in my State, I’m now looking for someone else.?
It’s bad enough if you don’t have systems set up to capture important data, it’s even worse if you do and don’t look, and act, on good data.
Thank you to those who completed an iTunes review last week, it really helps. We’re almost at 100, so if you haven’t left a review yet, please help other small business owners find our cast, with only 2 - 3 minutes of your time.
One Tool or Professional Development Resource
One simple question you can ask your customers to see if they are happy or not is the Net Promoter Score (NPS).
Big businesses like Apple, and many small ones, use it - you may have heard it “How likely are you to recommend us to a friend or colleague (0 - extremely unlikely, 10 - extremely likely)”.?
It’s not a % but a +ve or -ve score and was created in the 90s by Bain & Co (read this blog I wrote 12 years ago on how it works).?
Or, listen to this 10 minute cast I did to explain it and a handful of other questions we include in customer surveys - to mine changes for the business and customer experience, and reduce the negative reviews making their way to socials.
领英推荐
In the businesses I work with, they will often also include this NPS question in the quarterly anonymous team survey - 17 questions to measure engagement, gather feedback for changes in the business and especially hear how the managers in the business are performing.
Remember, 70% of people quit their manager, not their job.
Blog posts live this week
Podcasts live this week
Podcasts Throwback
Kate Tompsett quit her marketing job at age 34 to start British-made gift business in 2012.?
Expanded online and offline sales, doubled revenue for three consecutive years, hired two more employees and grew from 1 FTE to 3 FTE.
Listen to episode 77 I did with Kate in February 2021.
Regards,
Troy Trewin | Founder
P.S. Are you living the lifestyle you signed-up for? We are soon opening our next ‘Business Transformation Program’ Sign-up to the Program waitlist. ?