It’s easy to advocate for things that we can measure. It feels safe. We can’t deny the result and it makes it easy to define the terms of ROI.
But what’s the significance of an engaging story?
The well thought out design that creates just the right experience?
The value of the joy experienced by a customer when they receive a handwritten note of appreciation?
The online resources that solves a customer’s problem?
These are generally thoughtful considerations that can’t easily be measured to an outcome. Therefore they are not a priority, there is other bigger fish to fry.
But what if…
We truly connected,
Showed some love,
Focused on delivering an experience one customer at a time,
Aren’t these often more valuable to our success than the things we can measure?