WTF is Your Metric Doing to Your Customers? cover image
Product Ownership

WTF is Your Metric Doing to Your Customers?

How To Avoid The Unintended Consequences Of The “One Metric That Matters”.

Profile image of Vince Law
Vince Law
May 10, 2019 • 17 min read
4.50 (12)
Metrics
Objectives, Metrics and Targets
Goal Setting
Goals
Strategic Objectives
Show more

Summary

Product Consultant and Executive coach Vincent Low delivers this piece explaining the basics of metrics, essentially what it is and why it matters, how to develop a metric from scratch, and how to avoid the unintended consequences of the "one metric that matters". Through the article, he tells real-life stories and cases on the impacts of metrics.

Takeaways

  • A typical collection of metrics leans heavily towards the health of the business rather than the health of your customer.
  • Direct incentives establish the norm of what “good” behavior looks like.

    Counter-metrics help consistently measure and align high-level business and customer objectives.

    A culture of accountability reinforces incentives and metrics.
  • You cannot manage what you cannot measure… and what gets measured gets done.

Suggested Resources