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Metrics that matter
Every business has a dashboard with numbers on it. Most of those numbers aren’t going to change what you do tomorrow.
LinkedIn impressions doubled this week. Are you doing anything different tomorrow? Probably not.
Qualified enquiries dropped 40%. Are you doing anything different tomorrow? Probably yes.
That’s the test.
Look at your dashboard. Anything that wouldn’t change what you’d do tomorrow – take it off. Everything else is theatre.
One more thing though. Even the actionable metrics have a blind spot. In the AI age, it’s getting remarkably easy to improve some KPIs while the customer experience actually gets worse. That’s why I’ve been arguing we need Key Human Indicators (KHIs) alongside the usual KPI’s: measuring how customers feel, not just what they do. If you want to go a level deeper, I’ve written on it here:
https://www.linkedin.com/pulse/ai-paradox-better-numbers-worse-experiences-sandip-amlani-g7ixe/
Drop your three “would change what I do” metrics in the comments. Happy to react.
Office Hours Thursday 10am to walk through yours or anything else Growth / Marketing related!
https://meet.google.com/wwk-zdgj-ekeSandip
Stuart Morrison and Christina Relf6 Comments-
Love the idea of KHIs, Sandip.
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KHI FTW! Love that idea – in fact the whole idea of putting humans at the centre of the business is the change that is needed.
Would change what I do –1) Serious illness – a change in my overall health metrics would be an instant change.
2) Family issue – family first, everything is an also ran.
3) 30 day debt rising above £500Anything other than that – and I will cope!
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Love the actionable measures, otherwise whats the point? I’ve just stopped going to one of my networking groups because it was becoming a lovely coffee morning (even though I felt bad).
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@sharroneklo Good on you. These are hard calls to take, but your time’s precious and it can even be a metric in its own right. Only stick with something as long as it’s actually serving you.
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