Design Your KPIs
How most banks complaints systems drive them to fix trivial problems first and ignore the rarer customer disasters.
We have all been hurried off the phone by a call centre. Have you ever wondered what made that happen?
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…