1 min readNov 2, 2015
James — I missed this when you first wrote it; picked it up as part of this week’s Exponent episode. Love the Drucker quote of “What gets measured.” Your riff here on the importance of Customer Experience driving relationships ties nicely to “Aggregation Theory” (obviously). Even if MB qualified this in a backhanded way (Shilling?), I think it’s well done. Hope to see you write more in 2016!