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169: Running a Goal-Free Business with Stephen Shapiro

Free Time with Jenny Blake

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Perverse Incentives and Goals

When you aim at a measure, it ceases to become a good measure. Zappos talked about in terms of customer service that if you measure how quickly people get off the phone with the customers, I couldn't go down so fast because people are not even trying to be helpful, let alone delightful. And as human beings, we're smart. And we're going to figure out how to win the game, even if it doesn't really serve the higher purpose of what those goals were intended to achieve. That's why I say use a compass, not a map. You need to be directionally correct. But then you want to plant your feet and do what you need to do right

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