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A batch of the best highlights from what Felicity's read, .
I often look at the Objective and see if there are words that could be quantified. In the example above, “love” becomes NPS4 and “sales” becomes referrals. Both are measurable outcomes.
Radical Focus SECOND EDITION
Christina Wodtke
Having graduated from the context of a first-time reader, they’ll end up commenting on tone and typos instead of the big-picture priorities like whether they want it, whether it works, and where they get bored.
Write Useful Books
Rob Fitzpatrick und Adam Rosen
To bridge this gap, we need to shift our focus. Yes, revenue and profit matter, but they're the result of customer behavior, not the cause. Instead of fixating solely on financial metrics, we need to ask:
1. What are our customers doing (or not doing) today?
2. What’s stopping them from being more successful and/or satisfied?
3. How might we deliver more/better/different value to drive the behaviors we want to see?
This approach requires a delicate balance. We can't ignore financial realities, but we also can't afford to sacrifice customer value in pursuit of short-term gains. Instead, we need to find creative ways to align customer needs with business goals.
Are Your C-Suite Metrics Ignoring What Customers Really Want?
Jeff Gothelf
...catch up on these, and many more highlights
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