How do you know when you've succeeded?

Seth has another rant about customer service today. I love his rants about Customer Service - they are always so spot-on!

A long time ago, in galaxy far away, I ran Customer Service and Technical Support teams. I've been on the opposite side of his frustration, creating the process that should solve customer problems.

The thing that's interesting about Seth's post is that the intense focus on certain metrics in Customer Care end up creating something that actually hinders the Customer Care process, and indeed, actually harms an organization's reputation. This has come about because it's much, much easier to measure costs than it is potential future revenue.

What does this have to do with recruiting you ask?

Simple. What are your measurements for recruiting success? Just because you can measure something doesn't make it meaningful to your business.