To drive the customer action, you need traction that you’re not getting naturally. That’s where guerrilla metrics come in. These are the metrics that will simplify, clarify, and kick-start the customer effort.
Why call them “guerrilla”? Because getting them into your organization as a regular part of the discipline and conversation is a campaign you’ll need to forge. The fact is that customers have simply not made it into our scoreboards. Customer survey answers have made it there, but not customers themselves.
Guerrilla metrics counts the flow of customers in and customers out…
