Weekly charts dazzled everyone—except the customers. One Monday, the dashboard vanished.
The Monday stand-up used to orbit a galaxy of charts: views, impressions, arrows that glowed green like neon promises. Customer emails waited while everyone admired the slope of lines. Then one morning the dashboard was gone. The manager said they would measure only solved customer problems for thirty days. The silence that followed felt like a held breath; some were angry, others relieved. By the second week, support tickets moved first, then product fixes, then fewer presentations and more calls with real users. A renewal letter arrived from a client who had been quiet and unhappy for months. When the dashboard returned it carried just two widgets: Customer Happiness and Time to Resolution. The team looked less dazzled and more focused, and strangely, the numbers they used to chase had improved without attention.
