Metrics that matter

The right metrics also need to be supported with the right framework. However, putting in place a robust measurement system alone is not sufficient; the key is to understand what this measurement is telling you and to act upon it to change how the business operates. This will help foster a culture of continuous improvement. This must be an ongoing journey: listening, understanding, and responding. The next lesson will be all about formulating the single customer metric, your north star. The north star is understood and used across your business. Just one hint, for now, it is not the fiscal impact for the senior executive level. Your metrics that really matter are aligned to the customer journey and key touch-points. Your task is to create experience-based accountability. It is not only financial incentives that make the difference; smaller gestures can be just as effective.