The really hard-to-measure metrics

“If you can’t measure it you can’t manage it”.

This maxim – along with its variations – has been floating around in the business world for a while.

And it’s a load of bollocks.

Its biggest proponents are those who like to parade strange, meaningless vanity metrics around in front of would-be and existing investors to make it seem as though something is actually happening.

But what about attributes like trust, empathy and compassion?

How do you precisely measure those? Can the analytics team plot it on a graph?

You’ll never see these included on a pitch deck. You rarely see these values adopted as an integral part of a company’s culture – whether between employees, with clients or customers.

Trying to increase these metrics is not only unglamorous – it’s incredibly hard work. But the joke is that working on these metrics will increase all the others.