Measuring for Impact

Measure what matters, not what is convenient or comfortable

When money is at stake, people will go to great lengths to get their share. There is nothing nefarious in that desire. We all want our fair compensation for our work, and we all want a fair price for the goods we buy. What happens though when a seemingly positive goals creates the seeds for less desirable behaviors?

In order to promote greater cross-sell of their banking products, one bank promoted the mantra “8 is Great”. This meant that every one of their customers…