I just sent an email to MindTouch users. In the event you didn’t receive it or it was caught by your spam filter, I’m reposting it here at the MindTouch blog. As I wrote in my email, sincerely thank you for being a MindTouch user. You give all of us at MindTouch purpose and meaning.
Most well run companies steer by defining and tracking key performance indicators (KPI) that gauge success at a departmental and company level. You can always find examples of this in customer service teams. Ticket backlog, inbound tickets, length of calls and mean time to resolution are all useful gauges to track. However, how do you know your KPIs matter? Are you a slave to your gauges? Are you serving the machine or are you serving your customers?
I’ve personally witnessed data overload wherein departments become so fixated on measuring and tracking KPIs they lose sight of what actually matters: serving their customers. An old colleague of mine shared a sophomoric example of this in a recent Beavis and Butt-Head episode. Yes, MTV has brought Beavis and Butt-head back and I am happy, don’t judge me. Obviously Beavis and Butt-head aren’t exactly a beacon of best practices, but this episode made me think of previous experiences I’ve had (with other companies) while managing customer support teams. In the episode (Season 9 Episode 2 around 12:40 find it at MTV.com), Beavis and Butt-Head inadvertently wander into a customer support call center and find themselves working customer support calls. Beavis and Butt-Head’s frequent hang ups and inappropriate responses to “set it on fire”, etc does wonders to drop the average call times and lower support costs. Soon the entire call center is instructed to take their lead.
This isn’t too far from reality. Departments can become slaves to the gauges. To avoid this, reset your thinking every quarter. Look at your key performance indicators and ask yourself: are you’re serving the KPI machine or are you serving your customers?
Join us for a death match unlike any you’ve ever seen before. 5 days, 5 rounds. What product help and support communities will prevail?
Due to popular demand, we’ve brought back the Death Match. This time around we’re putting two ultimate brands to the test; iPhone versus Android. Join us for a death match unlike any you’ve ever seen before. 5 days, 5 rounds. Which of the two product help sites will prevail?
We’ve enlisted two savvy content strategists & documentation folks to be our judges in this highly anticipated show down; Scott Abel and Maxwell Hoffmann. Here our two judges will compare the iPhone and Android product help sites against each other in the following criteria; User Experience, Social, Engagement and Findability. Each day is a new round and will focus on a different feature. Round 5 will take place on Fridays; Judgment Day. Judges will share their scores and crown a victorious winner for this week’s Death Match on Friday.
Each day we ask that YOU, the audience tweet and take our poll below and tell us who you think out of the two product help communities should win that round. The judges will consider your votes from each round when crowning the winner of Death Match.
Without further ado, let’s get started…