Brands rely on KPIs to know if they’re on the right track — but what if the metrics you’re using are actually leading you off course?
In this episode, I break down the KPI mistake that could be costing you customers and killing your growth — especially if you're trying to reach a more diverse audience. As an inclusive marketing strategist, I’ve seen how traditional KPIs often fail to tell the full story. I’ll share what most brands overlook, and how to reframe your metrics to make better, more inclusive decisions.
 
Get the Inclusion & Marketing Newsletter - www.inclusionandmarketing.com/newsletter 
 
Ep. 146: How to use data to increase customer success for all - https://inclusionandmarketing.com/ep-146-how-to-use-data-to-increase-customer-success-for-all-with-deborah-pickett/

Brands rely on KPIs to know if they’re on the right track — but what if the metrics you’re using are actually leading you off course? In this episode, I break down the KPI mistake that could be costing you customers and killing your growth — especially if you're trying to reach a more diverse audience. As an inclusive marketing strategist, I’ve seen how traditional KPIs often fail to tell the full story. I’ll share what most brands overlook, and how to reframe your metrics to make better, more inclusive decisions. Get the Inclusion & Marketing Newsletter - www.inclusionandmarketing.com/newsletter Ep. 146: How to use data to increase customer success for all - https://inclusionandmarketing.com/ep-146-how-to-use-data-to-increase-customer-success-for-all-with-deborah-pickett/

Brands rely on KPIs to know if they’re on the right track — but what if the metrics you’re using are actually leading you off course?
In this episode, I break down the KPI mistake that could be costing you customers and killing your growth — especially if you're trying to reach a more diverse audience. As an inclusive marketing strategist, I’ve seen how traditional KPIs often fail to tell the full story. I’ll share what most brands overlook, and how to reframe your metrics to make better, more inclusive decisions.
 
Get the Inclusion &amp; Marketing Newsletter - www.inclusionandmarketing.com/newsletter 
 
Ep. 146: How to use data to increase customer success for all - https://inclusionandmarketing.com/ep-146-how-to-use-data-to-increase-customer-success-for-all-with-deborah-pickett/

168. The KPI Mistake That’s Costing You Customers (and How to Fix It)

The world of marketing is changing — fast. Customers are more diverse, leaning more heavily into their identities, and expect brands to understand them deeply.  Inclusion & Marketing with Sonia Thompson is the show for leaders who want to win with modern customers by building inclusive experiences that convert and keep people coming back.

Each week, Sonia — an inclusive growth strategist and consultant — dives into real-world stories, case studies, and actionable strategies from smart brands leading the way. You’ll learn how to turn customer insights into loyalty, design marketing that resonates across cultures, and apply growth strategies that work today — not yesterday’s playbook.

If you care about customer experience, growth marketing, and building a brand that stands for something meaningful — this is where you belong. Modern customers. Modern growth. Inclusive marketing. These are the new rules smart brands can’t afford to ignore.

Business

Marketing

The world of marketing is changing — fast. Customers are more diverse, leaning more heavily into their identities, and expect brands to understand them deeply. Inclusion & Marketing with Sonia Thompson is the show for leaders who want to win with modern customers by building inclusive experiences that convert and keep people coming back. Each week, Sonia — an inclusive growth strategist and consultant — dives into real-world stories, case studies, and actionable strategies from smart brands leading the way. You’ll learn how to turn customer insights into loyalty, design marketing that resonates across cultures, and apply growth strategies that work today — not yesterday’s playbook. If you care about customer experience, growth marketing, and building a brand that stands for something meaningful — this is where you belong. Modern customers. Modern growth. Inclusive marketing. These are the new rules smart brands can’t afford to ignore.

The world of marketing is changing — fast. Customers are more diverse, leaning more heavily into their identities, and expect brands to understand them deeply.  Inclusion &amp; Marketing with Sonia Thompson is the show for leaders who want to win with modern customers by building inclusive experiences that convert and keep people coming back.

Each week, Sonia — an inclusive growth strategist and consultant — dives into real-world stories, case studies, and actionable strategies from smart brands leading the way. You’ll learn how to turn customer insights into loyalty, design marketing that resonates across cultures, and apply growth strategies that work today — not yesterday’s playbook.

If you care about customer experience, growth marketing, and building a brand that stands for something meaningful — this is where you belong. Modern customers. Modern growth. Inclusive marketing. These are the new rules smart brands can’t afford to ignore.

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168. The KPI Mistake That’s Costing You Customers (and How to Fix It)

168. The KPI Mistake That’s Costing You Customers (and How to Fix It)

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