Measure what’s important to the customer

Measure what is important to the customer – not just what is important to you. 

“You can’t manage what you don’t measure.”
– Peter Drucker

If you measure what’s important to the customer, then that’s what you’ll focus on improving. 

If you only measure what’s important to you (revenue, margin, etc) then you risk losing the connection with what generates that revenue or those profits…

Revenue is a result… it’s the outcome resulting from satisfied customers who stay with your business. 

Amazon became an eCommerce behemoth because it focussed relentlessly on customer experience. It measured CX metrics like 

• Delivery speed
• Order accuracy
• Ease of returns
• Customer contacts per order

Toyota focussed on customers while other Auto OEMs were focussed on unit margins and factory costs. They focussed on 

• Defect rate as experienced in the field
• First-time quality
• Warranty claims

There are many more examples. 

Measure what’s important to the customer – did they get their job done?