Terry Starbucker

SEPTEMBER 10, 2017

It’s really a matter of giving meaning to the work that each person does, which leads to happier, more motivated, and more productive teammates. At my cable TV company we started tracking a customer service metric called the Net Promoter Score (NPS), based on specific customer feedback. Here’s a specific example.

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Metrics Simon Resistance Goal 233

Terry Starbucker

NOVEMBER 20, 2016

Setting the right targets and goals over the short and long terms is a fine art that requires a delicate blend of unbridled optimism and cold-eyed realism, sometimes bordering on schizophrenia. (I’ve 3) Dream and Goal set realistically in a 12-24 month window, and, this is very important: If you hit them, raise the bar quickly.

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BHAG Company Short-term Long-term 391

Terry Starbucker

FEBRUARY 7, 2016

I’ve written a lot about this metric and its strong and proven correlation to profit, but the side benefit is that the score functions as quick answers to three critical questions: “ Do our customers love us ? And certainly, this metric can serve as a key operational measurement that can reduce expenses and improve profit.

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Metrics Retail Bottom-up Company 150

Terry Starbucker

OCTOBER 28, 2012

They are focused primarily on one goal: profit. We experimented for several years with metrics that could fit that bill but there never was that clear correlation to profit. While the metrics might have been different, the entire company was now in sync, aligned, and fully focused. It would, in effect, be a proxy for profit.

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Metrics Execution Goal Company 256

Terry Starbucker

OCTOBER 4, 2015

These core elements are (in the order presented on the video): Put a focus on “Value” (of the product or service provided). Acknowledge the people behind the product (seems all too obvious but it must be said). Customers in pain (We came up with a metric called the “Customer Fault Rate” ).

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Leadership Metrics Video Newsletter 150

Terry Starbucker

JULY 29, 2018

4) The right metrics & measurements are set up – Each position needs objectives measure of success, from both a personal, team, and company-wide perspective. 5 ) The metrics are monitored and measured, relentlessly – All the cool metrics in the world can’t do a lick of good unless there’s a human digesting (and using) them.

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Metrics Leadership Retail Follow-up 171

Terry Starbucker

OCTOBER 8, 2017

I set a goal of at least meeting every one of the 1,100 employees in my department. That’s why I could put myself on the line with the field staff – that’s why I could put my passion, enthusiasm, and emotion to productive work. I traveled to the field extensively. I had team meetings. I danced (strange, but true). He trusted me.

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