CX Strategic Knowledge · CX Philosophy
Challenging Current Ways & Core Terms: METRICS & MEASUREMENT PHILOSOPHY
The only hard data that matters is yours — benchmarks from Google or Apple prove nothing about you.
Demanding hard data selectively, while ignoring context and customer differences, is an anti-pattern. External benchmarks are not universal truth, and popular does not mean effective. Sound measurement combines quantitative metrics with qualitative signals — and weighs complaints over it-works-for-me opinions.
The anti-pattern is selective rigor: demanding hard data to block a change you dislike, while accepting benchmarks and best practices without question. Context gets stripped out — different teams, different customers, different constraints. What works for Google or Apple is evidence about Google and Apple, nothing more. Popular is not the same as effective.
- Treat external benchmarks as input, never as universal truth
- Combine quantitative data — metrics, KPIs — with qualitative data — complaints, emotions, behaviors
- Weigh a customer complaint above an internal it-works-for-me
- Apply the same evidentiary standard to ideas you like and ideas you don't
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