I’ve been active in HOBY Minnesota for seven years now. HOBY is an international program that offers annual leadership seminars to high school sophomores, challenging them to log 100 hours of community service in the following year. We have a clear vision on what we need to measure. Whereas businesses often use revenue as a primary measurement, we focus on logged community service hours.
But as with revenue, logged hours is a trailing indicator. So how do we get a sense on how we’re doing while at the seminar?
This isn’t just a non-profit question. My clients struggle with this, as well. When we build our customer experience program, how do we measure how we’re doing today, so we can predict tomorrow’s results? And most businesses get it wrong, because they focus on what feels right.
Two quick examples: Read more