Sublime

For measuring customer loyalty, I recommend using both repurchase rates and likelihood to recommend. This provides a mix of both behavior and attitude.

Confidence intervals put boundaries around the upper and lower percentages to understand how much percentages could fluctuate based on your sample.

Accountability systems

collect feedback from employees

Ad testing.

think of metrics as “informational,” while analytics are “strategic.”

got pages and pages of metrics,” Joy said, “but they were just data—they didn’t answer the ‘So what?’ question.”

Ratio: This is interval data with a natural zero point.

Customer analytics largely involves turning customer actions and attitudes into data.