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How to Write a Performance Review: The Journey from Start to Finish

HR Digest

Examine older performance metrics and assessment criteria Establish feedback sources and deadlines for data gathering Determine the quantitative data numbers that you want to consider, as well as qualitative metrics such as communication skills, time management, negotiation skills, etc.

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Leadership Training For High-Potentials, New and Middle Managers

Experience to Lead

Manager Leadership Training FAQs What is leadership training for high potential, new and middle managers? Measure the Effectiveness of the Training: To determine the effectiveness of the training, businesses should work with their L&D team to establish metrics to measure the impact of the training in the long-term.

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Scaling Customer Service as Your Startup Grows

Harvard Business Review

Don’t obsess over metrics like inquiry volume or time to close tickets. Set up post-interaction NPS so you can tell if someone is still upset even after an issue is “solved,” start tracking the volume and quality of requests coming in along with metrics relating to revenue (i.e., Establish models, not just metrics.

Metrics 14
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Will 3-D Printing Cause Traditional Manufacturing to Collapse?

Harvard Business Review

A documentation network will help service this market with product reviews, FAQs, easter eggs , and hacks, dividing the new product landscape between producers and support services. Such platforms may also come with crowd-sourced ratings systems for products linked to the hardware.

FAQ 10
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Online Retailers Should Care More About the Post-Purchase Experience

Harvard Business Review

Customers can also sign up for SMS notifications and find FAQs without needing to leave the branded experience. When they work in tandem with the appropriate resources, budget, and metrics in place, retailers will be poised for success. A lifelong customer is not an accident — it’s the result of a bookended experience.

Retail 11
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Build a ‘Quick and Nimble’ Culture

Harvard Business Review

I’ve come to admire the CEOs who can come up with three or fewer metrics for how they measure company performance. One cultural tool you describe in the book is bosses who provide a “user manual” to their quirks—sort of an FAQ to how to deal with them. You can feel the tension dissipate and the energy increase.

CEO 13
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Customer Service in the Age of the Internet of Things

Harvard Business Review

Self-service knowledge bases — or your online customer resources for product information, FAQs, and how-to''s — will not only reside on web portals. But how can businesses best prepare? Build more robust knowledge bases, and make them easy to access. They will be present on all devices, from mobile phones to racing bikes.

FAQ 8