Do You Think Or Do You Know?

After 25 years of consulting with companies (for profit / not-for-profit, small / medium / large, across industries), we are constantly amazed at how few leaders support their opinions with facts. This is particularly true of opinions about their customers. This is remarkable and risky.

The use of metrics is necessary to support business decision-making. The latest buzz in the industry calls this ‘analytics’. Analytics help a company understand the behavior of its customers across the channels it operates in.

So, the next time you’re in a management meeting talking about your customer. Ask yourself ‘do we think or do we know?’ Then, if you’re brave, ask everyone else too.