Coachmetrix Development: Start to Finish

In our last blog post we announced Coachmetrix, our new leadership development coaching platform launching this month.  The response was so overwhelmingly positive that I’m inspired to share more of the story with you.  

It was three years ago that I was clear on the roadblocks that limited my leadership development programs, but I knew the solution was outside my expertise. That’s when I reached out to a good friend and web developer who patiently listened to my dream of accelerating learning and behavior change for the coachees in our leadership development programs.  Our first step was to tackle an online action planning system. Easy, right?  It was just the beginning of many starts and stops but over time we made it work and are now thrilled to have our own mobile planning and measurement tool.

Over the last two-plus years, hundreds of participants in our leadership development and coaching engagements have adopted our system. While it was seamless on the coachee’s end, it was clunky and hard to use on the backend by anyone but my team and me. I was happy to see a quote from Reid Hoffman, the founder of LinkedIn, “If you’re not embarrassed by your first launch, you launched too late.”  The first launch worked, but in retrospect it was embarrassing.

Crunching the Numbers

According to the November 2011 issue of Inc. Magazine...

  • 64% - Portion of customers who have walked out of a store because of poor customer service in the past 12 months
  • 70% - Share of customers who say they are willing to spend more at companies that provide superior customer service
  • 9 = Average number of people a customer will tell about a good customer service experience
  • 16 = Average number of people a customer will tell about a bad experience