Raul Valdes-Perez

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Top Stories by Raul Valdes-Perez

Customer Benchmarking Motivates Action By Ed Powers Electric utility companies promoting power conservation programs discovered that simply informing consumers of their electricity usage relative to neighbors lowered overall consumption. This type of normative social comparison has produced the same effects in other domains. Why does this work? How can the idea be used in Customer Success? Keeping up with the Joneses Homeowners typically receive letters from the power company showing how many kilowatt hours they've used over the past month compared with other homes in the vicinity. In addition to bar charts, consumers see a "smiley face" if they're doing well or a "frowny face" if they're trailing the average. The mailers typically also include a list of recommendations for conserving energy. Surprisingly, this simple trick works. People change their behaviors when ... (more)

5 Tips to Help Customers with Goal-Setting in 2017

With the start of the New Year, the goals of customers are on my mind and the minds of many customer success managers. It’s no wonder. Goals help customers achieve success. They make it possible to align expectations. They focus … Continue reading → ... (more)

Relaunch of Hospitals Benchmarking Engine

OnlyBoth benchmarks U.S. hospitals as both a public service and as a visible demonstration of the power of an automated Benchmarking Engine. This enables hospital stakeholders to instantly discover in perfect English how they’re doing, not compared to absolute standards … Continue reading → ... (more)

Why San Mateo Daily Journal Really Doesn’t Like California’s Education Dashboards

In an editorial on March 22, the San Mateo Daily Journal called the new California School Dashboards “problematic”, “confusing”, and “useless”. It’s worth examining their perceptive reasoning, worthy of Silicon Valley, by reading the editorial, but the crux was this: … Continue reading → ... (more)

Avoiding Tunnel Vision in Peer Comparisons

Comparing yourself to peers – also known as benchmarking – lets you understand how you’re doing, identify performance gaps and opportunities to improve, and highlight peer achievements that you could emulate, or your own achievements to be celebrated. As long … Continue reading → ... (more)