Lead Measures vs Lag Measures

Carrie Opryland: Marriott's customer experience goes from a 42 to a 61. She says the difference is due to lead measures versus lag measures, which are based on how well bags get there. The hotel giant has run this study for 14 years in a row and won't stop until it gets results she hopes will help other chains follow suit. Mary Poppins: Do you know what would happen if we had that data? We'd be flying all over the world by now.