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Youth is a painful time. You’re losing and regrowing teeth. Falling off your bike. Starting school. Getting swirlies. Braces. Your first heartbreak.
You endure growing pains.
The early days of business are very similar. Nothing is harder than your first customer. As your company gets its legs underneath it, you treat these early customers as VIPs.
But later, sustaining the culture that helped you grow is hard. You feel the pains of growing the business without sacrificing customer experience. You’ve learned to walk, but can you run?
It’s the greatest truth of our age: “Information is not knowledge,” says author Caleb Carr.
It’s a sentiment befitting today’s digital era, where data is inherently collected and made readily available at any given moment. But when it comes to measuring and using that data effectively, many companies are at a loss as to why certain metrics matter, and what purpose they serve.
Metrics are completely useless if you don’t know how to interpret them, or why you have them. This is especially true in the dog-eat-dog world of customer support where seconds can mean the difference between crippling churn, and high lifetime value.