This really resonates. In a world of 'easy' data, we often default to vanity metrics because they provide a false sense of certainty. True metrology, the art of it - requires embracing the tension between the quantitative and the qualitative.
High-impact living measures aren't meant to be 'comfortable' numbers; they should act as a mirror that forces us to ask better questions about our judgment and impact.
I like the ‘default to vanity metrics’ as that gets to the heart of the challenge. They are invariably about congratulating yourself for a job well done, but the reality can be very different. just look at how different internal metrics can be to external measures like Trustpilot. I know of a firm where they are hitting all their internal numbers, but the customer experience is one of the worst I’ve ever experienced. Is anyone doing anything about it? Only if as a customer you know that a senior person had been tasked with looking at it, there is no easy mechanism and it’s a knee jerk response to what they see as a one off fix.
This really resonates. In a world of 'easy' data, we often default to vanity metrics because they provide a false sense of certainty. True metrology, the art of it - requires embracing the tension between the quantitative and the qualitative.
High-impact living measures aren't meant to be 'comfortable' numbers; they should act as a mirror that forces us to ask better questions about our judgment and impact.
I like the ‘default to vanity metrics’ as that gets to the heart of the challenge. They are invariably about congratulating yourself for a job well done, but the reality can be very different. just look at how different internal metrics can be to external measures like Trustpilot. I know of a firm where they are hitting all their internal numbers, but the customer experience is one of the worst I’ve ever experienced. Is anyone doing anything about it? Only if as a customer you know that a senior person had been tasked with looking at it, there is no easy mechanism and it’s a knee jerk response to what they see as a one off fix.