Blog.

Bezos Was Right: The Anecdotes Matter

Before accepting that the customer represents an isolated exception, we (as C-suite leaders) should expect the VPs and Directors who report to us to explain how that experience can coexist with the performance metrics they are reporting.

• Customer Experience
• KPI Measurement
• Leadership Accountability
• Data Analysis
• Input KPIs
• Exception Examination
• Product Decisions
• Time-Based Measures