SUMMARY:

In this episode of Ops Experts Club, Aaron Hovivian and Terryn Turner break down how to build scorecards that actually drive performance, not just reporting. They walk through what to track, why it matters, and how to tie metrics directly to people and roles using EOS Level 10 meetings. The conversation emphasizes that numbers should tell a story, evolve as the business evolves, and align with company goals rather than existing just for the sake of tracking.

Aaron and Terryn share real-world examples across marketing, sales, customer support, and operations, showing how role-specific metrics create clarity, accountability, and faster problem-solving. From email performance and lead quality to sales close rates and support ticket turnaround, this episode gives operators a practical framework for using scorecards to see what's really happening in the business—and to fix issues before they become costly problems.

Minute by Minute:

00:00 Introduction to Ops Experts Club
01:20 The Importance of Scorecards in Business
04:51 Tailoring Metrics to Individual Roles
09:39 Creating a Wish List of Metrics
12:15 Understanding the Story Behind the Numbers
16:51 Role-Specific Metrics for Marketing and Sales
20:21 Conclusion and Key Takeaways