Metrics are important, they are what help organizations understand and know what's happening inside their business. There are hundreds if not thousands of metrics that have been proven to work and get results. But which ones are right for you?  

In this Episode I talk about discovering the Essence of Experience, telling stories, and finding the missing opportunities to create awesome experiences. 

Jake talks about how to keep experience programs exciting for you, the organization and customers. Keep your surveys short, simplify, analyze and report, the change continuum.

In this weeks episode Jake tackles the big question of, "Who is the real customer? "  And talks about the experience hub, and collaborating data with the organization.

Experience is what you get when didn't get what you wanted! Jake answers questions: What does it mean to go beyond the Survey?  Why does experience matter? How to handle feedback. Make Experience Matter!