The Most Important Measurement Is Customer Behavior

The CEO of a major hersalon franchise said, we measure behavior. And that's really kind of what made me think about this. It's not only do they say they're going to come back, it's do they actually come back? If there's a gap, we know what happened. Did they go out of town that week? Did they get sick? Are they going somewhere else? We need to find out. That's why we need to measure that behavior.