People do what can be measured

People spend their time on the things that affect the business’s chosen metrics. The wrong metrics can drive the wrong behaviour. It’s perfectly natural to track efficiency measures, but that can also reinforce the inside-out thinking. It’s essential to break out from the pre-determined metrics from time to time and check what matters most to customers, in their context not in the context of your business category.

The danger sign metrics that focus on internal measures rather than the customer experience.