The True North Framework for Customer Centric Practices

Leslie: I spent seven years of my career at Intuit, which is a financial technology company that's pretty well-famed for being quite customer centric. Leslie: One of the frameworks that was the framework that unified all executives at Intuit cross-function, cross-region, cross-product was what we called our true north framework. And it had three buckets of metrics. The first bucket was around employee metrics. What is it that they're hiring us for? Are we actually measuring it? Are we delivering it? Then this last bucket was shareholder or business metrics. At the end of the day, if your employee metrics weren't thriving, you were failing because you might