March 29, 2017

Measuring friendliness

Reader Miikka Kukkosuo wrote in to contribute to the conversation about intangibles. Here’s his message (shared with permission):

Hey Jonathan,

Talking about this brings to my mind a podcast episode I first listened to many years ago.

It’s about management goal setting, but really that episode’s story is about putting a number on things that are difficult - or “impossible” - to measure.

I’ve thought about that over and over since listening to the podcast - if one can measure how friendly gate security guards are (!)... you really can measure everything! And it doesn’t even need to be complex at all.

So, there’s definitely a way to measure all intangibles in some form like you said!


Thanks Miikka!

If you have 20 minutes or so, you should check out the episode because it provides a very memorable example of someone who found a way to measure the relative change of an intangible.

What the episode DOESN’T talk about is how to place a value on the change. I’ll cover that tomorrow.



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