Engage to Win by Steve Lucas

Author:Steve Lucas
Language: eng
Format: epub
ISBN: 9781626344990
Publisher: Greenleaf Book Group Press
Published: 2018-09-17T16:00:00+00:00

But even given the flawed data, invariably you are going to see companies who were manipulating their scores to promote their “superior customer service ratings.” You know those ads saying “90-something percent of our customers would recommend us to their friends and colleagues.” What’s worse is that the CEOs of automotive companies make decisions regarding their dealer networks based entirely on manipulated data!

This sort of thing is a perfect example of a vanity metric.

If you put a survey out and then tell people to give you a 10, you really don’t want to know the truth. That’s just self-promotion (and job preservation).

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