Explore the impact of metrics on business performance and customer experience.
This resource delves into the dual nature of business metrics, highlighting their potential to drive performance while also posing risks of unintended consequences. Through real-world examples, it discusses how metrics can lead to undesirable outcomes if not managed carefully. The text offers strategies to mitigate these effects by designing incentives, establishing counter-metrics, and fostering a culture of accountability. It provides actionable insights for product managers and business leaders to ensure metrics align with both business and customer interests.