Have you flown recently? It sucks. From the booking process, the hidden fees, the check-in process, and operational nightmares, gone are the days of the “friendly skies.”
So many businesses are experiencing the same perils as the airline industry. Think about it; when was the last time you experienced unexpectedly great customer service? It’s incredibly rare anymore, and I think I know why.
In the dynamic business world, Key Performance Indicators (KPIs) often serve as our flight plan, guiding our aircraft through the complex airspace of decision-making. Yet, while we take off in pursuit of sales and ops KPIs, it’s crucial to remember that our passengers—the customers—are the true focal point of our journey. Imagine this voyage as a high-altitude flight, where we’ll explore the dangers of veering off-course and the importance of keeping our customers on board.
The Altitude of Numbers
KPIs, like our onboard altimeter, help us maintain the right altitude for our flight. They provide critical data about our performance, ensuring we stay on course. However, becoming fixated on these numbers can sometimes make us forget that we’re not just flying for the sake of altitude; we’re flying to transport our customers to their desired destinations. While important, our revenue, profit margins, and inventory turnover should never overshadow the customer experience.
Our revenue, profit margins and inventory turnover should never overshadow the customer experience.
Course Setting and Navigation
Just as a pilot sets the flight path based on the flight plan, we set our business course based on our KPIs. But when we become too focused on achieving these targets, our “flight crew” might start navigating solely to hit those numbers. Sales teams might push products or services customers don’t truly need, while operations might resort to cost-cutting measures that compromise quality. It’s easy to lose sight of the fact that our customers are the passengers aboard our flight.
Lost in the Clouds of Data
KPIs are the instruments guiding our aircraft, but customers often communicate through the clouds of feedback, complaints, and surveys. These messages are like air traffic control guiding us safely through the skies. Yet, if we’re too absorbed in chasing KPIs, we might miss these vital signals. We must listen to our customers and adjust our course to ensure a smooth flight.
Turbulence of Short-Term Gains
Reaching sales and ops KPIs can feel like a smooth flight through clear skies but can also lead to turbulence. For instance, aggressive upselling may boost profits momentarily, but it can result in customer dissatisfaction and passenger churn. Conversely, focusing on the customer experience might mean slower initial growth. Still, it’s akin to investing in the aircraft’s maintenance to ensure a safe and comfortable journey for the long haul.
Navigational Challenges in Competitive Skies
In today’s competitive skies of business, staying laser-focused on sales and ops KPIs alone can leave us off course. While we’re busy monitoring our flight instruments, new competitors may emerge, aiming to divert our customers to their flights. It might be too late to regain our position in the flight path by the time we realize.
Picture your business journey as a high-altitude flight, with KPIs as your navigation instruments. But remember, it’s not merely about reaching a specific destination; it’s about ensuring a smooth, safe, and comfortable flight for your passengers—the customers. Your passengers are the heart of this journey, and without their trust and satisfaction, your flight will be in vain.
Remember why you fell in love with “flying” in the first place. How far off course have you deviated?
As you soar through the business skies, keep an eye on your navigation instruments, but don’t forget to look out the window and ensure your passengers enjoy the journey. A successful flight is one where your customers arrive at their destination content and are excited to embark on another journey with your airline.
