One simple design step is to make certain the team creates processes and practices that accomplish objectives (the hard and soft metrics
, detailed action plans, with risks identified, etc.) and maintain effective group behavioral routines (communication processes, clarity of decision-making responsibilities, effective escalation and conflict resolution processes).
Its country scores are composed of six metrics: two are long-standing hard metrics (per capita GDP and healthy life expectancy); the other four are soft metrics
of the social fabric (individual opportunity, social support, generosity, and trust in business and government).
Reach, Likes, and Shares: This soft metrics
of social lets you know you are keeping your audience engaged.
Usually, there are two turbo decoders that exchange the generated soft metrics
between each other.
It would be convenient -- a relief, even -- to let things slip away and stay in the comfort zone of soft metrics
. But let's be realistic, ROI is here to stay.
Yet just as we have learned in battle, these are the soft metrics
that ultimately win battles and saves lives.
Many argue that, even so, so-called soft metrics
like brand recognition and buzz are important goals that, over time, produce hard ROI benefits.
The importance of evaluating soft metrics
cannot be over-emphasized.
include the less quantifiable upside benefits we realize through improvements in customer service which result from more rapid response time."
The growth of the Internet and the increased acceptance of web-based collaboration services have introduced a number of hard and soft metrics
that companies consider when establishing overall cost and determining ROI/ROO.
By correlating both hard and soft metrics
, managers can identify which agents are best at meeting quantitative goals and providing superior customer service at the same time.