An Interview with Ron Baker, KPI's, Pricing, and Customer Loyalty OH MY!

Last week I had the pleasure of a phone interview with the delightful Ron Baker. For those of you who are not familiar with Baker you should check out the Verasage Institue of which Baker is the founder http://www.verasage.com/ ."Not to think like us, but to think with us" is the quote on the home page.

 Ron Baker is the author of several books focused on pricing methodologies, measuring what matters most to customers and challenging professional knowledge firms to break free from the billable hour.

When talking to Baker about Key Performance Indicators (KPI's) and measuring what matters most to customers, I asked what steps he would recommend a company go through to come up with the right measurements. He recommends:

1. Make a list of the things that are the worst things you could do to customers. Within this list you will find the elements of your business that you will need to track to make sure those things, DON'T HAPPEN!
2. Look at what customers love, and develop metrics around that. What creates raving fans in your business? Put metrics in place to get these things right and to improve on doing these things right more often than not.
3. The more interaction with customers the better. Whether through social media, face to face conversations or over the phone, more is always better when it comes to client interaction.

These tips are a great way to increase your customer retention. Thank you to Ron Baker for being such a wonderful interview with a wealth of information.

For more on Ron Baker visit the http://www.verasage.com/ -Go to the Store for a listing of books and descriptions.