Customer Street Improvements

Earlier this week I took part in a four hour meeting at our Customer Street head office to discuss how we can better report on our key business data.

There were several key issues:

• We already have a lot of reports and reporting available to us is it understood?
• We have disparate sources of data. How could it serve the organisation better if we could combine it into usable forms?
• How can we make the business KPI’s understood by all staff?
• Can the reporting focus on measuring KPI’s down to an individual staff level where appropriate?
• How best can we give the Customer Street managers easy access to the information they need to manage in a live format and also by mail/internet?
• How can we use our information to help our staff assess their performance against their KPI’s on a daily basis.
• How do we make a report meaningful for the recipient?

Last weekend I had the joy of beginning my Christmas shopping. As a single man I usually put this chore off for as long as possible. Unfortunately this year I cannot escape the need to shop early and often for gifts.

Finding myself at the Trafford Centre on a Sunday in Advent was a shocking experience, the crowds had gathered an hour before it was possible to buy anything. There was a distinctive air of a consumer feeding frenzy about to erupt at mid-day. Looking for an oasis of calm and peace I ventured to John Lewis, an ocean of good taste in the puddle of Mall Hell.

Instantly I was transformed from stressed shopper to happy customer as assistants went way beyond what was needed to help me find gifts for friends and colleagues. As a result I spent well and often and soon had several bagfuls of gifts. As a single man I rarely wrap and friends get presents in an assortment of gift bags and lame excuses. This year is different! John Lewis gift wrap for only £3.00 regardless of size.