Measures can change behaviour. Ask people to do new stuff but measure them the same old way is a recipe for either no change or confusion.
Both approaches work and perhaps in the short term they get a similar result but in the long term only one will be sustainable.
Now you have to work much harder to get my attention.
The danger of business as usual is that it doesn’t encourage the mindset we now need.
A wow thank you is a way for people to talk about you and build your reputation. A wow thank you will spread your story. And that’s the new currency – sharing.
The clues to the future, and most importantly what you need to do now, can be found if you understand how we got here. And that understanding will spur you on to get cracking immediately.
If we want people to be interested in us so much so that they spread our story then that’s what we should measure.