Learning from Continental Airlines’ use of simple KPIs can transform the success of your business…

As a business owner, you no doubt measure and understand the value to your business of KPIs.

BUT…

Do you measure what you have always measured rather than measuring what matters most, based on the performance of your business?

In 1994, Continental Airlines was failing miserably and had filed for bankruptcy twice.

Then Gordon Bethune took over...

Bethune applied logic, simplicity and common sense to the business…

He ensured that every employee focused on three Key Predictive Indicators – KPIs.

• Left/lost luggage
• Fewer complaints
• More on-time arrival

These are three KPIs that matter most to Continental Airlines’ customers…

Profits soared because they focused on the KPIs that made a difference to their customers.

The airline achieved a remarkable comeback. Continental became one of the most profitable airlines in the sky in the late 1990s.

What’s your equivalent to Bethune’s three customer-focused KPIs?