List Service Direct Inc.

Operations: Two industry veterans share their insights on using Benchmarks & Best Practices
March 1, 2006

A catalog executive suffers from no shortage of metrics to watch for: from average order value to e-mail inquiry turnaround times to indirect labor costs to number of calls answered in 20 seconds or less. The real questions, though, are how to use the numbers, and if the metrics even are appropriate to track for your operations. Comparing operations solely on numbers can be misleading. Is it better to establish a set of best practices and then hold your staff accountable to them? Donna Loyle, editor in chief of Catalog Success, asked two catalog operations experts for their thoughts on such questions: