Design Your KPIs


1000 irritations or 1 catastrophe?

By Bernie | February 14, 2011

How most banks complaints systems drive them to fix trivial problems first and ignore the rarer customer disasters.

Three questions to tell if your strategy is broken

By Bernie | December 14, 2010

Why that call centre wants to get you off the phone…

By Bernie | November 20, 2010

We have all been hurried off the phone by a call centre. Have you ever wondered what made that happen?

Harry Beck

When to leave things out and ignore people….

By Bernie | November 8, 2010

Sometimes things jar when you first see them. I see this a lot with dashboards that I help design (or redesign). People become very wedded to both the look – but more crucially they are wedded to the logic of how something is laid out. I think a brilliant example of this is the modern…