Finding Lead Measures

One of the most challenging parts of determining what the most effective lead measures would be is to think about what you are trying to achieve (the WIG/RIO) from different perspectives while focusing on what is within your teams control to influence.

WIG: Student Engagement

Increase the students engaging with
at least 80% of course materials
from 500 students (X) to 700 students (Y)
by June 30, 2021 (Z).

Lead Measure #1:

Go from 0 to 2 reminder posts about critical material to review

Lead Measure #2:

Assign points for verifiable interaction with at least 1 course material

Lead Measure #3:

Create at least 1 assignment per course dependent on interaction with course material

WIG: Class Attendance

Reduce the number of students missing 1st week of class
from an average of 4 students (X) to avg. 2 students (Y)
by March 31, 2021 (Z).

Lead Measure #1:

Go from 0 to 1 reminder text message per student the day before each class

Lead Measure #2:

Provide calendar appointment links about first class to all students during initial advising session

Lead Measure #3:

Run report every week and call students who have not attended class yet

WIG: Technology Accounts

Create complete technology accounts for all new employees within 24 hours of the first day on the job
by June 1, 2021

Lead Measure #1:

Improve accuracy and timeline of initial submission requests

Lead Measure #2:

Establish turn around times for all new requests to be acknowledged

Lead Measure #3:

Have follow-up with confirmation from 100% of submitters to verify access prior to submission

WIG: Technology Issues

Reduce the percentage of students
who call the HelpDesk for the same technology issue
by March 31, 2021.

Lead Measure #1:

Talk students through the process of bookmarking online help resources

Lead Measure #2:

Talk the student through fixing the problem on his/her own, such as "always clearing cache" or "try restarting the computer first"

Lead Measure #3:

Follow-up with students by providing documented instruction to follow if the issue happens again

WIG: Website Views

Increase website views
from 50,000 per month (X)
to 300,000 per month (Y)
by May 31, 2021 (Z).

Lag #1 - Subgoal

Go from 30 to 60 articles published per month

Lag #2 - Subgoal

Increase social media presence from 0 to 200 posts per month

Lag #1 - Subgoal

Go from 30 to 60 articles published per month

Lead Measure #1:

Increase article publication from 1 to 2 per day

Lead Measure #2:

Increase the calls for new authors from 0 to 1 per week

Lag #2 - Subgoal

Increase social media presence from 0 to 200 posts per month

Lead Measure #1:

Go from 1 to 3 non-article tweets per day

Lead Measure #2:

Go from 1 to 3 non-article Facebook posts per day

Lead Measure #3:

Go from 0 to 1 article tweeted and posted per day

Demonstrating empathy can help your team consider the needs and wants of others and translate this to some of the methods your team implements.

WIG = Customer Purchases

Discipline 1: Lag Measures
Lagging Indicator = increase number of products purchased

Discipline 2: Lead Measures
How does Amazon increase customer purchases?

In this scenario, Christin is looking to purchase a cat litter box hider.

Lead Measure #1:

Number of
product bundles for sale

Amazon recommends products that go with the cat litter box hider, such as the litter box itself or a mat.

Lead Measure #2:

Number of
discounts on products

Amazon suggests an extra 15% off coupon, as well as a discount for using their Amazon Visa card.

Lead Measure #3:

Number of
products recommended
based on previous purchases

Amazon reminds Christin of the products she was looking at, encouraging her to add something on to the order like protein bars or a lamp.

In this example, Amazon considers the feelings of the customer throughout the buying experience to create their lead measures, from (A) the joy of finding the product they want to (Z) the guilt of spending more than initially expected.

Lead Measure #1:
Customer Perspective

"Great suggestion, I did need those too!

Thank you for reminding me and
making this experience easier and quicker.

Now I don't have to go searching through hundreds of
different mats and boxes."

Lead Measure #2:
Customer Perspective

Coupon:
"This makes it so easy to get a discount. I click this box and it is done! I do not have to try searching for coupons online when you provide it right there."

Visa Discount:
"My shopping cart is certainly adding up and I am feeling a little guilty about spending so much today when I was only going to buy a littler box hider.
Maybe I should look at this Visa card so I can get $100 off instantly and pay $0 right now."

Lead Measure #3:
Customer Perspective

"You are so right Amazon! I am running low on protein bars. Thank you for reminding me. I should add this to my cart too and combine everything into one order to have less shipping waste"

"This litter box hider will help my house look nicer. You know what else would look nice? That lamp I have been looking at for a few days. Maybe I should splurge on this purchase and add it too..."

Lead Measure #1
Amazon Perspective

Don't forget batteries!
Batteries not included. 3 words you do not want to hear when you are excited about your new purchase.

Once Amazon knows what you want, they are going to do their best to show you the batteries you will need for the flashlight or the lightbulb you may need for the lights.

You deserve the full package
Amazon wants the customer to have the convenience and satisfaction, but they also want you to make these additional purchases through them.

Think of this like the other books in a bookstore on the same topic that could be good too...that you also might want to get...

Lead Measure #2
Amazon Perspective

Staying competitive.
Customers like coupons and saving money. Amazon added the coupon button in part to stay competitive with others stores and make the process easier. For example, Overstock.com offers a 10% off coupon if you use their code or are lucky enough to search for a coupon code online.

Make consumers feel like they are getting a great deal
When a consumer finds the product they want, it is even better when they are given a free coupon.

Think of this like the loyalty cards to stores that offer VIP discounts or the friendly person in line who hands you their coupon they aren't going to use - but in this case, it is the store that is trying to be friendly and offer you this reward.

Amazon wants your satisfaction so you continue to purchase with them.

Lead Measure #3
Amazon Perspective

Small impulse buys.
Think of this like the quick and convenient additions to your shopping cart when you are in line at the store like your favorite gum or mints.

Capitalizing on your own desires. Amazon shares your browsing history and reminds you not to forget what you have been wanting in hopes you will decide "now is the time"
or "I deserve this now".

That temptation or thought process is what might make you buy this lamp too when you only intended to buy the litter box hider.

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