Episode 80:

The ABCs of KPIs, with Dr. Shawn A. Noble

Dr. Shawn A Noble leads the group and offers over 20 years of exploring human behavior in over 30 industries. His background in Cognitive Psychology, with an emphasis on Judgment & Decision Making, has allowed him to help several Fortune 100 companies gain a richer understanding of customer needs and apply those insights to create innovative solutions.

Dr. Noble is a Certified Customer Experience Professional with extensive training, from top schools like Stanford and Northwestern, and experience in the following areas:

  • Creative Problem Solving
  • Strategic Planning 
  • Business Model Canvas
  • Blue Ocean Strategy
  • Innovation
  • Marketing Research 
  • Journey Mapping
  • Analytics (including Big Data)
  • Segmentation and Targeting
  • Marketing Communications
  • Social Media
  • Ideation
  • Design Thinking
  • Six Sigma
  • Lean Methods
  • Change Management
  • Training and Development
  • Product and Service Development
  • Portfolio Management

He partners with other colleagues with similar backgrounds to provide you with extensive value for your organization.

What you’ll learn about in this episode:

  • What is a KPI
  • The history of KPIs
  • Do you have the right KPIs and are you using them correctly
  • What a SMARTT KPI is
  • Should you incentivize – the pros and cons
  • The 5 steps to determining great KPIs
  • Why you should know your Net Promoter Score
  • How to align and assign KPIs in your law firm
  • The 5 KPIs essential to most firms
  • Lagging indicators vs. leading indicators


Additional Resources: