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Low retention is the result of over-emphasis on business goals Low margin is the result of over-delivering on customer goals https://www.houseofkaizen.com/newsletters/rethinking-metrics-measuring-the-right-things monthly 0.5 2024-01-23 https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/ea0dc9e4-d73b-43be-a7e3-15cf33ba3fd5/HoK_cust-biz_quad.png newsletters - Rethinking metrics, measuring the right things. - A marriage of customer and business goals through the metrics is what’s necessary to orient and optimize efforts towards sustainable success. Low retention (high churn) is the result of achieving only business goals Low margin is the result of achieving only customer goals https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/2ba68ff4-592f-443d-a9a3-9aa1d8de25d5/HoK_metrics_list.png newsletters - Rethinking metrics, measuring the right things. - Get our complete list of repeat customer metrics We’ve compiled the most comprehensive guide to growth metrics for repeat customer products, aligned with HoK’s Growth Framework, organized by customer journey stage and count or value type. https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/fcefe30d-8148-4471-81e4-4631d0245a33/HoK_RevenueSustainability.png newsletters - Rethinking metrics, measuring the right things. - Our experience has shown that a focus on monetary metrics is critical to the long-term growth of any recurring revenue product. Even when the strategy isn’t focused on monetization in the early stages of the journey, measurement of value-oriented metrics point teams and their efforts towards creating more value for the business and customers — that is, after all, what keeps a business going… and growing. https://www.houseofkaizen.com/newsletters/repeat-customers-break-through-corporate-silos monthly 0.5 2024-02-05 https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/38761439-ef12-4a0c-a79c-c75896d9403f/silos_HoK.png newsletters - Repeat Customers Break Corporate Through Silos. - Customers break through silos, customer-centric organizations follow their lead. https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/58105307-dd46-4fcd-9caf-f94929f6eb44/Subscriber_Segment_Manager_HoK.png newsletters - Repeat Customers Break Corporate Through Silos. All of that is certainly easier said than done. https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/94dec62f-612d-4673-b806-15cb08460d2c/HoK_typical_diagnostic.jpg newsletters - Repeat Customers Break Corporate Through Silos. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/b47f234d-8819-4208-ab92-d3c5a02de4f7/Screenshot+2023-10-31+at+8.58.43%E2%80%AFAM.png newsletters - Repeat Customers Break Corporate Through Silos. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.houseofkaizen.com/newsletters/repeat-customer-centricity-starts-with-employees monthly 0.5 2024-02-05 https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/4f0deb08-a9aa-4799-9abe-cd936bce3d59/Skift_employees.jpg newsletters - Repeat-Customer Centricity starts with Employees - Your people create your customer experiences, make it good for them to make it better for customers. The Skift team at Skift Global Forum 2023 https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/43724ab2-f5a5-400e-9213-fa7d62bc9f59/WSJ_Uber_CEO_Drives.png newsletters - Repeat-Customer Centricity starts with Employees Project Boomerang—has helped shape what has become one of the biggest makeovers of Uber’s business since its inception in 2009. https://www.houseofkaizen.com/newsletters/what-is-subscriber-centricity monthly 0.5 2024-02-05 https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/1696011660871-8JGAF0E7SVFYC0QFDYL2/image-asset.jpeg newsletters - What is customer centricity for a subscription? - The benefits of customer centricity are well-documented: Category performance leadership More loyalty More advocacy https://www.houseofkaizen.com/newsletters/how-to-charm-corporate-personalities-for-alignment monthly 0.5 2023-10-16 https://www.houseofkaizen.com/newsletters/working-with-house-of-kaizen monthly 0.5 2023-08-31 https://www.houseofkaizen.com/newsletters/whats-the-right-amount-of-risk monthly 0.5 2023-08-31 https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/fc65e2cb-a096-41d6-929f-6449f68a59d5/tiny-gains-graph-700x700.jpeg newsletters - What’s the Right Amount of Risk? - Most of you may be familiar with the concept of tiny compounding gains, they’re exponential and generally beat out the bigger bets over the long term. But here, let’s look at the failure side of the equation, it simply doesn’t accumulate the same way. https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/f7fe4506-c35c-4fba-a3f7-19e931dec3af/learning_from_failure.jpeg newsletters - What’s the Right Amount of Risk? - We love this principle because it’s directly applicable to the work of CX experimentation (but from the relative comfort of our offices and board rooms). At HoK we have a very strong focus on mistakes — these are the most valuable learnings pointing to progress. It’s how sustainable gains are made over the long run and what separates the leaders from the rest of the pack. https://www.houseofkaizen.com/newsletters/ai-where-we-stand monthly 0.5 2023-09-11 https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/8d77934f-ffb2-4962-9e15-06c288aefcbb/ai_currentknowledge.jpeg newsletters - AI: Where We Stand - Respondents to the survey are clearly AI curious, everyone reports having some knowledge but no one considers their POV — logically, this is to be expected, we’re learning together. https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/ddf8004d-2f7f-41a6-b1e2-5a809731136c/Screen+Shot+2023-06-12+at+1.03.29+PM.png newsletters - AI: Where We Stand - The C-Suite and Managers were most involved in this survey with few Directors providing input. Among them, mostly Product and Marketing folks. This is somewhat consistent with the BCG study that found leaders may be getting ahead of their teams on AI. https://www.houseofkaizen.com/newsletters/stop-saying-it monthly 0.5 2023-08-31 https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/a07422c8-9ea9-4f0f-bf7b-98071e047759/Newsday_Logo.png newsletters - Stop Saying It - -42% bounce rate +27% articles per session +12% paywall subscription starts https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/ab4d01b2-7c9f-43f1-9509-139509accb53/83percent.png newsletters - Stop Saying It - Our exceptional test success rate at House of Kaizen is largely the result of an agile and insightful approach to customer research. Too often we see that research is either dismissed as unnecessary, or executed without experimentation in mind, so it’s just not as actionable as it can be. https://www.houseofkaizen.com/newsletters/there-are-no-ai-experts monthly 0.5 2023-08-31 https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/0804234a-5cdf-49c4-950b-65a80d62fd1c/the-fastest-things-on-earth.jpeg newsletters - There are no AI experts(?) - It’s all moving so fast, no one is an expert in this area yet and to begin to build expertise we need to slow things down for a minute. The smartest people I know try to understand before they attempt to be understood. 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Audible - Make it stand out READ MORE https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/70aa42ac-9021-418c-b697-09bc66990ccf/3.png House of Kaizen - Audible - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/08ffcca2-3d63-47ee-be3c-a85c7ec619e7/18.png House of Kaizen - Audible - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/4aac351c-ef41-4df9-9734-34958a94f55d/4.png House of Kaizen - Audible - Make it stand out READ MORE https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/021f3aa1-0bbb-4f3a-8048-2cc4486d4360/12.png House of Kaizen - Audible - Make it stand out READ MORE https://images.squarespace-cdn.com/content/v1/6283ac304347f73ddc3d6f4a/f148fc02-bee1-4550-ad26-65df6ae78d84/10.png House of Kaizen - Audible 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