Because the heart resists easy quantification, we track proxies with humility. Trust surveys, patient outcomes, customer loyalty, and retention offer signals; Edmondson’s measures of psychological safety can guide improvement. Caution is vital: Goodhart’s Law warns that when a measure becomes a target, it can distort behavior. A call center that optimizes for short calls may miss true resolution; better is to pair handle time with first-contact resolution and narrative audits. Qualitative debriefs, 360 feedback, and story banks complement KPIs, preserving texture. In the end, Gibran’s counsel is a compass: let care shape what we aim for and how we proceed, so plans remain clever—and also kind. [...]
