What Do Metrics Have to Do with Customers?

Two thought-provoking comments from the 2006 Innovative Marketing Conference panel on metrics:

You can’t be customer-centric if you’re too focused on ROI because you lose sight of customer needs, says Bryan Eisenberg from Future Now; are your customers the investors or the people who are actually paying for the product?

About word of mouth marketing — a company can invest in WOM advertising by creating superior experiences, says Bryan Eisenberg. Example — Jet Blue.