“The things we can’t measure might be far more valuable to our businesses than the things we can” - Bernadette Jiwa

You’ve heard that what gets measured gets managed. But what is unmeasurable can be remarkable.

Being remarkable means being so good that people want to tell others about you. 

There are certainly systems and structures that should be measured and managed within our business to deliver value and keep the wheels turning.

But what are the things that we’re doing that bring a sense of delight to the customer that can’t easily be measured?

There are small details, thoughtful gestures and kind words that can be sprinkled throughout our customer interactions that will have unmeasurable results but will certainly create a connection with the customer.

It could be the clever copy on your website that makes them giggle. The way a complaint is handled with empathy and care.  A handwritten note in the shipping box.

It doesn't matter that the impact of these actions is unmeasurable. The goal is to be remarkable.