Can We Measure Customer Pleasure or Employee Creativity?
We love to squeeze our nonlinear, complex world into linear scales, formulas, and charts. The question is, what data do we lose along the way?
A business creates value for customers and captures value from them. The value created isn’t measurable. The value captured is measured in money.
The business also exchanges value with employees and business partners. Some aspects of this exchange are measurable, but most aren’t.
From an economist’s point of view, it may look like this picture:
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