A DATA APPROACH — This blog is part of a series where we do a deep dive into Rhythm’s core values and guiding principles. Our core values are an intentional declaration of what we believe, how we make decisions, and how we move our organization forward with alignment.
"To me, this means taking the pulse of the customer and finding out how we’re really doing and how the customer is feeling. Are they satisfied, and if not, what will get them there? With this data, we have the power to change outcomes and give customers a truly optimal experience." — Tiffany Jones, Product Specialist
They say you can't manage what you can't measure, so we measure everything. Our focus on being a data-driven organization comes from the knowledge that as humans, we’re often biased and irrational in our decision-making efforts. If we’re not careful, “gut feelings” can become avenues to exercise our own partiality or prior beliefs.
At Rhythm, we want to have a rational way to evaluate when we are making progress and headed towards our goals. Customer satisfaction is one of those goals - we measure it in a variety of ways and socialize the results throughout the organization so that we can better understand our customers and how to serve them best.
In terms of hiring, we use predetermined criteria to evaluate the skillsets of our applicants and determine if they are a good fit for the role we are looking to fill. The idea of a data-driven approach permeates the entire organization, setting the expectation that we should all use data to support our decision-making efforts.
Defining data ahead of trying to make a change is important. When we set out to accomplish a goal and pull data retroactively, it can be easy to declare victory. Instead, we set our success metrics ahead of time in a thoughtful and intentional way, measuring our progress at regular intervals.
